Kimberly Stephens
Willoughby,Ohio
Summary
Dedicated property maintenance professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Senior Service Manager
Stratus Unlimited
08.2023 - Current
- Develop and maintain positive relationships with customers to build rapport and trust.
- Negotiate with vendors to secure best prices for parts and supplies.
- Responsible for daily reports to ensure service level agreements are met for customer response
- Assist leadership with escalated work orders to find resolution to complete repairs for customer
- Work with field partners and customer locations directly to ensure material is ordered correctly, delivered, and installed
- Field questions from teammates regarding procedure and part information
- Review customer proposals and closeouts from 5 person team, ensuring all tasks are complete and accurate before sending to customer
- Continued managing queue with an average of 70+ repair tickets
Service Manager
Stratus Unlimited
11.2020 - 09.2023
- Locate field partner to assist with work orders, schedule troubleshooting trips, follow up for repair information, manage on average, 70 ticket work load, but at times, up to 250 tickets
- Relay repair details to customer via various third party systems, submit proposal for repair, place orders for materials needed for repair
- Ensure ordered material is delivered to store, and installed by crew within customers budget to maintain target margin
- Review field crew invoices and process for payment, follow up on payment status upon request from field partners
- Coordinate with other departments to maintain streamlined and productive workflow
Customer Service Representative
Progressive
02.2019 - 11.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times, up to 80 incoming calls per day.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction, and followed state by state guidelines.
Vendor Account Manager
Safeguard Properties
01.2018 - 02.2019
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Managed network of vendors spanning 10 states, completing daily follow up via phone and email, to ensure results were received timely and accurately
- Updated Vendor Files in order to document any issues that arise
- Documented each order with information as obtained via phone or email from inspectors
- Held conference calls with assigned region to review policy, quality and address concerns from field vendors
- Performed quality checks on results and provided feedback and coaching as applicable
Inspection Escalation Specialist
Safeguard Properties
07.2013 - 01.2018
- Responsible for running and distributing daily Open Order reports for rush and specified weekly inspections spanning all 50 states
- Responded proactively and positively to rapid change.
- Called and emailed inspectors to follow up and obtain results on past due inspections to ensure results were obtained for customer requirement
- Documented each order with information as obtained via phone or email from inspectors
- Updated spreadsheets as each order is addressed, relaying to leadership
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Inspections Biller
Safeguard Properties
03.2005 - 07.2013
- Reviewed and billed results for property inspections
- Billed various types of rush inspections and priority projects from management
- Maintained quality standards, as well as high productivity standards, reviewing between 35 and 100 results per hour, depending on property and inspection type
- Sent, reviewed and completed necessary follow-ups on orders to clarify discrepancies found at properties
- Worker closely and communicated with Regional Coordinators to assist in resolving incomplete orders
- Assisted inspectors via phone obtain results for Status Recheck orders
- Kept all client information secure and confidential.
Education
Certified Medical Assistant - Administrative Medical Assistant
Cleveland Institute of Dental-Medical
Mentor, OHHigh School Diploma -
Chardon High School/Auburn Career Center
Chardon, OHSkills
- MS Office
- Verbal and Written Communication
- Documentation
- Energetic and Outgoing
- Service Scheduling
- Multitasking and Organization
- Critical Thinking
- Creative Solutions
- Work Assignments
- Customer Needs Assessments
Timeline
Senior Service Manager
Stratus Unlimited
08.2023 - Current
Service Manager
Stratus Unlimited
11.2020 - 09.2023
Customer Service Representative
Progressive
02.2019 - 11.2020
Vendor Account Manager
Safeguard Properties
01.2018 - 02.2019
Inspection Escalation Specialist
Safeguard Properties
07.2013 - 01.2018
Inspections Biller
Safeguard Properties
03.2005 - 07.2013
Certified Medical Assistant - Administrative Medical Assistant
Cleveland Institute of Dental-Medical
High School Diploma -
Chardon High School/Auburn Career Center
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