Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Kimberly Smith

Chattanooga,TN

Summary

Experienced Customer Solutions Specialist with a strong focus on customer satisfaction and effective communication. Proficient in Internet technologies and Office 365, with a proven track record in customer advocacy and issue resolution. Committed to driving customer success and building lasting relationships.

Overview

35
35
years of professional experience

Work History

Quality Project Specialist

Volkswagen Plant
08.2023 - Current
  • Ensure product quality and integrity through meticulous visual, dimensional, and functional inspections, utilizing precision measuring tools in accordance with established procedures
  • Document inspection outcomes, complete reports, maintain logs, and update quality databases to certify compliance with specifications
  • Communicate inspection discrepancies to supervisory personnel and engage in preventive maintenance of inspection equipment
  • Adhere to safety protocols, exhibit strong communication and problem-solving abilities, and provide mentorship to fellow inspectors
  • Established clear lines of communication between all parties involved in projects, preventing misunderstandings or miscommunications from jeopardizing outcomes.
  • Mentored junior team members, fostering a supportive environment conducive to professional growth and development.
  • Optimized resource allocation by closely monitoring project progress and adjusting as needed to maintain efficiency.
  • Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.

Supervisor

Ponderosa Kountry Store
12.2018 - 05.2023
  • Enhanced sales environment, fostering a self-sustaining culture that adapted to product and personnel shifts, resulting in consistent operational improvements
  • Facilitated associate training and development, implementing strategies and quotas that surpassed sales benchmarks
  • Monitored and reviewed sales performance regularly, aligning team efforts with commission objectives and organizational goals
  • Improved sales forecasting accuracy and managed expenditures effectively, leading to revenue growth despite market downturns

Customer Advocacy Specialist

Home Serve USA
09.2016 - 12.2018
  • Resolved high-priority complaints, ensuring timely and compliant management of issues involving key stakeholders, while maintaining a strong emphasis on customer satisfaction and conflict resolution
  • Analyzed service failure incidents to identify patterns, conducted root cause analyses, and communicated findings and resolution statuses to senior management, including C-level executives
  • Collaborated with cross-functional teams, including Marketing, Account Management, and Legal, to address and mitigate potential customer-related issues, while also contributing to the training of call center staff on product knowledge and complaint resolution

Logistics Team Member Product Fulfillment

Volkswagen/Aerotek
09.2015 - 09.2016
  • Enhanced fulfillment processes and inventory sequencing, ensuring adherence to occupational safety practices and maintaining compliance with company standards
  • Conducted thorough quality control assessments, reporting discrepancies and proactively addressing corrective measures to maintain production integrity
  • Recognized for outstanding performance and teamwork, receiving Employee of the Month honors for exceptional work ethic and leadership contributions

Customer Advocacy Specialist

HomeServe USA
12.2009 - 09.2015
  • Enhanced departmental service efficiency and productivity by managing operational accuracy and implementing corrective actions for identified errors and inconsistencies
  • Analyzed team and individual performance using G-Suite, providing regular reports on achievements, challenges, and progress in key tasks and procedures
  • Facilitated departmental communication by conducting meetings to discuss process improvements and claims servicing updates, and served as the initial escalation point for customer issues
  • Improved claims servicing capabilities through comprehensive training, coaching, and management, ensuring staff proficiency in company products, policies, and customer service excellence

Retail Sales Lead

Ponderosa Kountry Store
01.2005 - 12.2009
  • Enhanced customer satisfaction and loyalty by proactively addressing both explicit and implicit needs through attentive service and problem-solving
  • Led and developed a team of sales associates, fostering a culture of product expertise, market awareness, and exceptional service to surpass monthly sales targets
  • Implemented reporting and survey mechanisms to monitor staff performance and productivity, ensuring consistent achievement of business objectives

Customer Care Professional Sensitive Profile/High Balance Credit Analyst (Tier IV)

American Express
10.2007 - 11.2008
  • Elevated account management by proactively evaluating and enhancing creditworthiness, leading to increased spending capabilities for high-profile clients while ensuring adherence to financial regulations and anti-money laundering laws
  • Enhanced customer retention by delivering tailored solutions for payment arrangements and account issues, resulting in first-contact resolution and reduced credit risk
  • Maintained American Express's reputation for excellence by delivering informed and diplomatic customer service, resolving conflicts effectively, and consistently updating knowledge on products and industry developments

Medical Claims Representative

Progressive Insurance
01.2005 - 10.2007
  • Managed a portfolio of automobile accident claims, applying medical necessity guidelines and accurate insurance coverage assessments, while maintaining strict compliance with industry standards and zero compliance errors
  • Conducted thorough investigations and utilized critical thinking to evaluate claimant injuries and medical treatments, contributing to the efficient resolution of claims and maintaining exemplary customer service standards
  • Analyzed complex databases and medical documentation to support management reporting, consistently delivering clear and precise communication, and achieving recognition for surpassing customer service expectations

Customer Service Billing Issues Manager

Cingular Wireless (Now AT&T)
03.1990 - 01.2005
  • Managed resolution of customer billing issues, enhancing customer satisfaction and loyalty by providing efficient and prompt service
  • Facilitated consistent communication with sales and customer service teams regarding billing inquiries and resolutions, utilizing a web-based tracking tool and direct outreach
  • Developed and implemented training programs addressing billing processes, collaborating with cross-functional departments to ensure alignment and effectiveness
  • Contributed to various projects with adaptability, ensuring internal stakeholder needs were met to support high-quality service for external customers

Education

Bachelor of Science - Psychobiology

University of Miami
Coral Gables, Florida

Biological Sciences

University of Southern California
Los Angeles, CA

Skills

  • Problem Solving

  • Technical Proficiency with CRM Software

  • Data Entry

  • Verbal Communication

  • Written Communication

  • Work Planning and Prioritization

  • Relationship Building

  • Detail Oriented

  • Creative Thinking

  • Documentation And Reporting

  • Customer Relationship Management

  • Team Collaboration

  • Conflict Resolution

  • Mind Mapping

  • Phone and Email Etiquette

  • Performance monitoring

  • Team Leadership

  • Strategic Thinking

  • Adaptability and Flexibility

  • Effective Communication

  • Technical understanding

  • Data Analysis

  • Compliance Monitoring

  • Performance Metrics

Timeline

Quality Project Specialist

Volkswagen Plant
08.2023 - Current

Supervisor

Ponderosa Kountry Store
12.2018 - 05.2023

Customer Advocacy Specialist

Home Serve USA
09.2016 - 12.2018

Logistics Team Member Product Fulfillment

Volkswagen/Aerotek
09.2015 - 09.2016

Customer Advocacy Specialist

HomeServe USA
12.2009 - 09.2015

Customer Care Professional Sensitive Profile/High Balance Credit Analyst (Tier IV)

American Express
10.2007 - 11.2008

Retail Sales Lead

Ponderosa Kountry Store
01.2005 - 12.2009

Medical Claims Representative

Progressive Insurance
01.2005 - 10.2007

Customer Service Billing Issues Manager

Cingular Wireless (Now AT&T)
03.1990 - 01.2005

Biological Sciences

University of Southern California

Bachelor of Science - Psychobiology

University of Miami

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Kimberly Smith