Open To Work
Kimberly Smith
Call representative
Columbia,USA
Summary
Results-driven Customer Service Professional specializing in inbound call management and security. Demonstrated ability to resolve complaints effectively, maintaining high customer satisfaction and retention. Leverages strong problem-solving skills and teamwork to enhance operational success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer care representative
MTM Transportation Services
Columbia, SC
08.2025 - 03.2026
- Provided timely, friendly service for routine inquiries and complaints to enhance customer satisfaction.
- Addressed client inquiries with empathy and professionalism, prioritizing patient safety during transport.
- Resolved travel-related issues promptly to enhance traveler experiences.
- Exhibited effective communication and multitasking abilities in fast-paced environments to support operational efficiency.
- Coordinated travel arrangements for executives and staff across multiple destinations.
- Utilized root cause analysis to proactively address recurring issues.
- Ensured compliance with company standards while managing sensitive information.
- Escalated unresolved issues requiring specialized expertise for resolution.
Security Officer
L4 security
Columbia, SC
09.2024 - 11.2024
- Monitored security systems and maintained facility access control protocols while adapting quickly to emergency response procedures and regulations.
- Collaborated with law enforcement on investigations and emergencies, enhancing response effectiveness.
- Trained new security personnel on protocols and emergency procedures.
- Conducted thorough security patrols and documented incidents, coordinating with law enforcement to ensure site safety.
- Strengthened facility safety through proactive threat assessment and swift incident response, reducing security breaches effectively.
- Implemented advanced surveillance protocols and conducted systematic risk assessments, leading to enhanced facility protection and streamlined emergency response.
- Maintained accurate security activity logs, supporting incident analysis and management oversight.
- Developed incident reports documenting occurrences for management review.
- Partnered with team members to implement enhanced security measures while maintaining professional communication with staff and visitors.
- Responded quickly to emergency situations, following established protocols.
Customer Service Rep
Teleperformance
Columbia
05.2020 - 09.2024
- Resolved 95% of customer issues on first contact, enhancing operational efficiency.
- Achieved 95% first-contact resolution rate through effective collaboration and problem-solving.
- Orchestrated collaborative solutions for complex inquiries, significantly reducing response times.
- Coordinated with team members to improve response times and enhance service delivery.
- Maintained detailed CRM documentation to improve service quality and issue resolution efficiency.
- Facilitated seamless support experiences by strictly adhering to data protection protocols.
- Applied HIPAA expertise to safeguard customer data and maintain compliance.
- Resolved escalated complaints professionally, achieving timely resolutions.
Inbound Call Representative
live op
Columbia, SC
01.2020 - 06.2022
- Managed high-volume customer inquiries through inbound calls, resolving complex issues while maintaining exceptional service standards and response times.
- Streamlined call handling processes, enhancing resolution times while upholding customer satisfaction ratings and service quality standards.
- Documented and tracked customer interactions meticulously, ensuring accurate record-keeping and follow-up procedures for enhanced service delivery.
- Collaborated with cross-functional teams to address complex customer needs, implementing solutions that increased first-call resolution rates.
- Analysed customer feedback patterns to identify recurring issues, contributing to the development of proactive service improvements.
- Created data-driven solutions for complex customer inquiries, optimizing call handling efficiency and ensuring service excellence through systematic analysis.
Server/cashier
Wild Crab
Columbia
07.2019 - 12.2021
- Streamlined payment processing and table management to enhance customer turnover during peak hours.
- Handled transactions accurately, facilitating smooth financial operations.
- Orchestrated front-of-house operations, managing cash transactions and table arrangements to ensure efficient service.
- Fostered positive dining experiences through efficient service coordination and accurate order processing.
- Resolved guest complaints promptly to improve overall dining experiences.
- Maintained spotless dining areas to enhance guest comfort and satisfaction.
- Assisted in training new servers on menu knowledge and service procedures.
- Ensured compliance with health regulations through rigorous kitchen cleaning and structured protocols.
Call Center Representative
Teleperformance
Columbia, SC
01.2018 - 06.2019
- Answered incoming calls with knowledgeable service, enhancing customer experience.
- Resolved customer complaints promptly, ensuring high satisfaction rates.
- Managed complex billing inquiries and technical support across digital channels.
- Maintained professionalism while managing high call volumes and customer interactions, contributing to positive service environment.
- Built strong relationships through empathetic problem-solving and consistent follow-ups.
- Orchestrated communications to manage technical support queries, ensuring clarity and prompt assistance.
- Troubleshot smart devices and streamlined workflows, enhancing resolution efficiency.
- Updated customer accounts accurately within call management databases.
Education
GED - General Studies
Howard Adult Ed
Georgetown, SC06-2004
Skills
- Inbound customer service
- First call resolution
- Call handling efficiency
- Issue resolution
- Service optimization
- Issue escalation
- Payment processing
- CRM software proficiency
- Data entry
- Time management
- Multitasking and organization
- Client management
- Verbal and written communication
- Active listening
- Empathy
- Decision making
- Problem solving
- Policy adherence
- Multi-line phone management
- Customer service excellence
- Customer service excellence
Certification
- BLS Certification
- Food Handler Certification
- Guard Card
- AED Certification
- Driver's License
- Food Safety Certification
- Pallet Jack Certification
- First Aid Certification
- ServSafe
- CDL A
Personal Information
Willing To Relocate: Anywhere
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$17/hr - $1000/hrTimeline
Customer care representative
MTM Transportation Services
08.2025 - 03.2026
Security Officer
L4 security
09.2024 - 11.2024
Customer Service Rep
Teleperformance
05.2020 - 09.2024
Inbound Call Representative
live op
01.2020 - 06.2022
Server/cashier
Wild Crab
07.2019 - 12.2021
Call Center Representative
Teleperformance
01.2018 - 06.2019
GED - General Studies
Howard Adult Ed