Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kimberly Switzer

Tampa,FL

Summary

Seeking a position that will further my career and excel in a progressive organization that will utilize my skills in higher education.

I am an honest and hardworking team player who learns quickly, pays attention to detail and quality work. A creative, dynamic self-starter who enjoys working by helping others and, most of all, values excellence. Extensive experience in customer service and customer service relations. Excellent interpersonal communication skills, both written and verbal. Able to work independently as well as with others. A detail-oriented problem solver capable of prioritizing a demanding workload. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

25
25
years of professional experience

Work History

Associate Manager of Training

Ultimate Medical Academy
Tampa, FL
01.2011 - 11.2023
  • On boarded and trained up to 30 admissions representatives on compliance, time management and script adherence
  • Conducted training sessions for individuals as well as team settings
  • Monitored live and recorded calls and provided feedback to increase performance
  • Oversaw reporting, forecasting and employee engagement on a day-to-day basis.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.

Customer Service Specialist

Humana
Tampa, FL
01.2008 - 01.2011
  • Assisted Medicare and Medicaid customers and providers in claims, benefits, pharmacy billing, and coding issues through Medicare and HIPPA guidelines
  • Increased customer satisfaction by providing immediate assistance with their Medicare plan needs
  • Recognized by peers and management as lead Customer Service Representative.

Customer Service representative

DHL/Airborne
Tampa, FL
01.2003 - 01.2008
  • Provided excellent customer service by efficiently multi-tasking and prioritizing in an inbound/outbound, high-traffic, dynamic environment
  • Increased repeat business by providing a variety of high-quality customer services and problem-solving customers’ shipping and billing needs
  • Mentored new Customer Service Representatives and provided ongoing training for others.

Receptionist

Message On Hold Network/Autographed to You
Tampa, FL
01.1999 - 01.2003
  • Answered multi-line phones and provided administrative support in an environment of constantly shifting priorities
  • Handled all notary responsibilities for entire office
  • Oversaw all executive entertainment arrangements for clients and company V.I.P
  • S

Education

Certificate - International Airline Travel Specialist

International Air Academy
01.1995

Skills

  • Customer Rapport
  • Team Leadership Skills
  • Understanding of Customer Support
  • Telephone and Email Skills
  • Customer Service Background
  • Excellent Phone Demeanor
  • Customer Engagement
  • Customer Follow-Up
  • Critical Thinking
  • Quality Assurance Requirements
  • New Agent Training
  • Group Presentations
  • Call Center Customer Service
  • Client Interviews

References

References are available on request.

Timeline

Associate Manager of Training

Ultimate Medical Academy
01.2011 - 11.2023

Customer Service Specialist

Humana
01.2008 - 01.2011

Customer Service representative

DHL/Airborne
01.2003 - 01.2008

Receptionist

Message On Hold Network/Autographed to You
01.1999 - 01.2003

Certificate - International Airline Travel Specialist

International Air Academy
Kimberly Switzer