Kimberly Robinson
Syracuse,United States
Summary
Dedicated and results-driven customer service professional with a proven track record of delivering exceptional support to individual and business clients. Renowned for cultivating strong customer relationships that inspire trust while effectively communicating product knowledge to enhance user experience. Expertise in promptly resolving issues, ensuring thorough follow-up, and providing ongoing support that significantly boosts client satisfaction. A quick learner who embraces new challenges with enthusiasm and professionalism, consistently striving to exceed expectations in every interaction.
Overview
25
25
years of professional experience
Work History
School Bus Driver
First Student
04.2025 - Current
- Safely pick up and drop off students at designated stops according to established routes and schedules.
- Enforce rules and maintain a safe, disciplined environment on the bus. Supervise students, including those with special needs, during transit.
- Conduct pre- and post-trip vehicle inspections to ensure safe operating conditions.
- Communicate effectively with students, parents, and school personnel.
- Adhere to all traffic laws, safe driving practices, and school district policies regarding pupil transportation.
Call Center Representative
AAA Northeast
12.2021 - 02.2022
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Managed high volume of incoming calls while maintaining professionalism and efficiency.
- Documented customer interactions in CRM system for seamless follow-up and support continuity.
- Collaborated with team members to improve call handling processes and enhance customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Bus Operator
CENTRO, INC.
01.2019 - 01.2023
- Delivered safe, courteous, on-time transportation for the public and designated groups in various mass transit vehicles.
- Communicated routes, schedules, and transfer points effectively to passengers.
- Engaged with diverse individuals, ensuring a respectful and accommodating environment.
- Coordinated with the Operations Center via radio, providing timely verbal and written reports.
- Maintained punctuality and regular attendance to ensure reliable service.
Customer Care Advocate 1
Excellus
01.2019
- Delivered exceptional customer service and support to clients, enhancing overall satisfaction.
- Utilized active listening techniques to address customer inquiries and resolve issues promptly.
- Collaborated with team members to streamline processes and improve service efficiency.
- Educated customers on products and services, fostering informed decision-making.
- Maintained accurate records of customer interactions to ensure continuity of service.
Customer Service Rep II
National Grid
01.2018 - 01.2019
- Delivered exceptional customer service to individual and business clients, fostering strong relationships and trust.
- Resolved customer inquiries and issues promptly, ensuring high levels of satisfaction.
- Utilized active listening techniques to understand customer needs and provide tailored solutions.
- Employed positive language and professional teleselling skills to enhance customer interactions.
- Managed time effectively to handle multiple tasks and meet customer service goals.
Call Center Representative
Advantage Care Physicians
01.2016 - 01.2017
- Served as a front-line communicator in a high-volume call center, focusing on delivering outstanding customer service and support.
- Scheduled patient appointments efficiently using EPIC software while maintaining accuracy and confidentiality.
- Maintained and updated call center databases by entering and amending customer and patient information as needed.
- Demonstrated excellent customer care ethics, active listening, and clear communication to ensure a positive experience for all callers.
- Accurately assessed and responded to caller needs in a fast-paced environment, ensuring timely and appropriate service.
Fiber Customer Support Analyst
Verizon
01.2005 - 01.2010
- Served as primary contact for customer inquiries regarding fiber voice, data, and video services, ensuring timely and accurate resolution of provisioning and maintenance issues.
- Employed strong troubleshooting skills to identify root causes and implement effective solutions.
- Managed high call volumes efficiently, ensuring quality service while maintaining attention to detail.
- Processed service orders, including updates and corrections, to maintain accurate account information.
- Collaborated with technical teams to resolve complex service issues, enhancing overall customer satisfaction.
Customer Service and Sales Specialist
AT&T
01.2001 - 01.2005
- Delivered superior customer service and sales support in fast-paced call center for small business clients.
- Identified customer needs and recommended tailored products and services to enhance satisfaction and retention.
- Consistently surpassed monthly sales objectives through effective consultative selling techniques.
- Resolved billing inquiries, improved product knowledge, and addressed order-related issues promptly.
- Collaborated with team members to streamline processes and enhance overall customer experience.
Education
BA - General Studies
Southern New Hampshire University
Manchester01.2023
AS - Criminal Justice
Onondaga Community College
Syracuse01.1997
Bachelor of Science - undefined
St. John’s University
Jamaica01.1995
Skills
- Exceptional customer service skills
- Proficient in teleselling techniques
- Focused auditory skills
- Effective customer engagement
- Analytical problem solving
- Proficient in prioritizing tasks
- Accurate data management
- Experienced with medical terminology
- Concise written and verbal communication
- Skilled in Microsoft Office tools
- Call center experience
- Data entry proficiency
- Technical troubleshooting
Timeline
School Bus Driver
First Student
04.2025 - Current
Call Center Representative
AAA Northeast
12.2021 - 02.2022
Bus Operator
CENTRO, INC.
01.2019 - 01.2023
Customer Care Advocate 1
Excellus
01.2019
Customer Service Rep II
National Grid
01.2018 - 01.2019
Call Center Representative
Advantage Care Physicians
01.2016 - 01.2017
Fiber Customer Support Analyst
Verizon
01.2005 - 01.2010
Customer Service and Sales Specialist
AT&T
01.2001 - 01.2005
AS - Criminal Justice
Onondaga Community College
Bachelor of Science - undefined
St. John’s University
BA - General Studies
Southern New Hampshire University