Kimberly Schwall
Huntsville,AL
Summary
Results-driven Call Center Trainer with a proven track record in training representatives and implementing customer service strategies. Enhanced team performance and productivity through effective coaching and support. Skilled in managing high-pressure situations while maintaining strong communication and collaboration within call center environments.
Overview
2017
2017
years of professional experience
Work History
Customer technical support coach call center
Clientlogic
Hamilton, AL
09.2012 - 11.2016
- Proposed innovative ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve product and service-related issues.
- Partnered with diverse coworkers to meet goals and tackle product and service-related challenges.
Call Center Trainer
Clientlogic
Hamilton, AL
09.2009 - 11.2012
- Delivered onboarding sessions for new hires using ClientLogic training materials to ensure effective integration into the team
- Trained ClientLogic customer service and tech support representatives on call handling procedures and scripts to enhance service delivery
- Monitored live calls to coach agents on service standards and customer tone, improving overall customer interactions
Customer service over three departments
Hobby Lobby
Huntsville, AL
- Collaborated with diverse coworkers to achieve common goals and resolve product and service-related challenges.
- Proposed and implemented creative solutions that improved team collaboration and results.
- Executed daily tasks with precision to support overall team objectives.
Receiving Clerk
KBM Manufacturing
Huntsville, AL
- Inspected materials for damage, shortages, and labeling accuracy, ensuring quality standards during receiving.
- Verified incoming shipments against purchase orders and packing lists at KBM Manufacturing.
- Unloaded freight to ensure timely inventory replenishment in warehouse sections. Used pallet jacks and hand trucks in warehouse areas.
AI Machine Programmer
KBM Manufacturing
Huntsville, AL
Education
GED
Hamilton, ALSkills
- Live call evaluation
- Call handling procedures
- Technical troubleshooting
- Writing training manuals
- I was also a coach with my own team
- Customer support
- Employee training
- New hire orientation
- Training documentation
- Performance metrics
- Trained more than 100 trainees
- Set hours and days for my staff
- Had a staff of 20
Worked at receiving items at a manufacturing plant.
Programmed AI machine to make sure correct parts were on the boards, before shipping out.
Department Manager
Was responsible for three departments stocking, ordering and helping customers.
Hobby Lobby
Accomplishments
In my trading of care and tech support agents I was promoted from Trainer to Coach.
Timeline
Customer technical support coach call center
Clientlogic
09.2012 - 11.2016
Call Center Trainer
Clientlogic
09.2009 - 11.2012
Customer service over three departments
Hobby Lobby
Receiving Clerk
KBM Manufacturing
AI Machine Programmer
KBM Manufacturing
GED