Summary
Overview
Work History
Education
Skills
Certification
Additional Qualifications
Timeline
Generic

Kimberly Smith

Atlanta,GA

Summary

Highly motivated Customer Service Professional with over 15 years of experience in delivering world-class support, technical troubleshooting, and customer engagement. Adept at handling high-volume inquiries across multiple channels (phone, email, and live chat) while ensuring fast and effective resolutions. Skilled in Microsoft & Mac OS platforms, CRM systems, and web-based applications. Passionate about problem-solving, customer satisfaction, and building long-term client relationships. Seeking to leverage expertise in technical support, communication, and customer success in a Customer Support Agent role with a dynamic and customer-focused team.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Service & New Hire Transitions Specialist

Sertec Corporations
10.2017 - Current
  • Delivered high-quality, fast, and accurate customer service across multiple support channels
  • Resolved technical issues, software navigation concerns, and troubleshooting requests with a customer-first approach
  • Assisted in onboarding and training new hires, ensuring they met performance expectations quickly and effectively
  • Maintained high customer satisfaction ratings, consistently exceeding service benchmarks
  • Managed multiple customer interactions simultaneously while maintaining accuracy, professionalism, and efficiency
  • Documented customer interactions in CRM systems, improving tracking and reporting efficiency

Customer Service Manager

Cash Express
01.2013 - 01.2017
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Production Line Coordinator

Tyson Foods
03.2011 - 03.2013
  • Reduced downtime and increased productivity by proactively identifying bottlenecks and addressing issues promptly.
  • Coordinated, planned, and delegated daily work activities to staff.
  • Implemented lean manufacturing principles within the assembly process, reducing waste and improving overall operational efficiency.
  • Developed training documents for onboarding employees.

Education

Project Management -

Google Certification

Associate’s Degree - Business Management

Strayer University
12.2025

Skills

  • Customer Support & Issue Resolution
  • Technical Troubleshooting (Microsoft & Mac OS)
  • CRM & Ticketing Systems (Zendesk, Salesforce, etc)
  • Live Chat, Email & Phone Support
  • Strong Verbal & Written Communication
  • Multitasking & Time Management
  • Customer Retention & Satisfaction
  • Process Improvement & Efficiency
  • Typing Speed: [Insert WPM]

Certification

  • Customer Service & Technical Support Training (if applicable)
  • IT Support or Software Troubleshooting Certifications (if applicable)

Additional Qualifications

  • Strong alignment with core company values, including Ownership, Urgency, and Greatness.
  • Exceptional ability to build rapport with customers, de-escalate issues, and provide clear and effective resolutions.
  • Proficient in adapting to new technologies, software platforms, and evolving customer service strategies.
  • Passionate about continuous learning, team collaboration, and exceeding customer expectations.

Timeline

Customer Service & New Hire Transitions Specialist

Sertec Corporations
10.2017 - Current

Customer Service Manager

Cash Express
01.2013 - 01.2017

Production Line Coordinator

Tyson Foods
03.2011 - 03.2013

Associate’s Degree - Business Management

Strayer University

Project Management -

Google Certification

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Kimberly Smith