Accomplished Customer Service, administrative, and leadership professional. Very organized, detailed oriented, and possess exceptional problem solving skills. Works well independently as well as in a group. Strongly adept at working in a fast-paced environment to meet critical deadlines. Effective leadership and positive approach to motivating others. Strong management skills, excellent at multitasking and working under pressure. Over 25 years in the Customer Service industry.
Hi, I’m
Kimberly Runion
Team Manager
Bethalto,IL
Summary
Overview
29
years of professional experience
Work History
Concentrix Solutions CorporationCincinnati, OH
Team Manager
12.2015 - Current
Job overview
- Drove performance by educating, training, and coaching for improvement through weekly reviews to direct reports. Set clear and measurable goals, action plans, and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Mentored new employees on policies and procedures and delivered constructive feedback to increase understanding of job duties.
- Trained staff on how to improve customer interactions.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Monitored live and recorded calls for Quality Assurance and coached for improvement when necessary. Also, provided positive feedback on every call monitored.
- Developed effective relationships with all Company departments through clear communication.
- Facilitated information flow between customer service, quality assurance, training and payroll departments to guarantee Company objectives were met.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Identified and resolved equipment malfunctions by using various troubleshooting methods.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Participated in team meetings with Team Managers, Operations Managers, and clients, and provided input on expected deliverables, call calibrations and team enhancement.
- Interacted enthusiastically with specialists through positive engagement, active listening and respectful conversations.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Volunteered to work overtime during busy periods to maintain proper staffing and floor coverage.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
Wal-Mart SupercenterJerseyville, IL
Front End Customer Service Manager
03.1994 - 12.2016
Job overview
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored the daily activity of several customer service support teams.
- Mentored new employees on policies and procedures and delivered constructive feedback to increase understanding of job duties.
- Successfully managed the activities of up to 40 team members at a time.
- Recruited, managed and mentored an average of 50+ new associates yearly.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Addressed negative customer feedback immediately.
- Improved service quality and increased sales by developing a strong knowledge of company's products and services.
- Provided a high level of product and leadership support to representatives and clients.
- Effectively communicated with team members to maintain clearly defined expectations.
- Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
- Received, recorded, and banked cash, checks, and vouchers.
- Addressed and resolved non-routine, complex and unexpected variances in revenue.
- Handled cash and deposits using the proper accounting procedures and documentation.
- Participated in team meetings with all levels of management and Human Resources and provided input on expected deadlines, new company directives and status of employees under my direct supervision.
- Used discretion and sound judgement in using company materials and supplies.
- Resolved disagreement issues among crew members by addressing problems immediately and effectively mediating disagreements.
- Listened to customers' comments, responded appropriately and forwarded issues to appropriate department.
- Answered phones, addressed customer concerns immediately, and resolved a variety of issues promptly using active listening, empathy and transferring to the correct departments if needed.
- Volunteered to work additional shifts and overtime during busy periods to maintain proper staffing and floor coverage.
Education
Lewis And Clark Community CollegeGodfrey, IL
No Degree from Secretarial Studies And Office Administration
05.2001
University Overview
Skills
Results-oriented
undefinedAccomplishments
Accomplishments
- Received numerous incentive payouts over the past 10 years.
- Used Microsoft Excel to develop agent metric tracking spreadsheets.
- Supervised team of 40 staff members.
- Achieved high customer survey responses through effectively coaching agents to customer needs and setting goals for required responses.
- Investigated and documented timecard theft issues which led to stopping further monetary losses for the company.
Availability
See my work availability
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Quote
Nearly all men can stand adversity, but if you want to test a man’s character, give him power.
Timeline
Team Manager
Concentrix Solutions Corporation
12.2015 - Current
Lewis And Clark Community College
No Degree from Secretarial Studies And Office Administration
05.2001
Front End Customer Service Manager
Wal-Mart Supercenter
03.1994 - 12.2016
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