Kimberly Taylor
Indianapolis,IN
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
15
15
years of professional experience
Work History
Operator Manager Customer Service
Lowe's
Indianapolis , Indiana
03.2015 - 02.2022
- Provided on-the-job training to newly hired workers and team members.
- Manage 18-21 employees
- Initiated and documented preliminary investigations according to specific guidelines.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Monitored customer service operations to assess agent performance and provide feedback.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Salon Manager/Cosmetologist
AlisaDora Salon
Indianapolis, IN
05.2010 - 04.2015
- Introduced new methods, practices and systems to reduce turnaround time.
- Scheduled employees to maintain adequate coverage during business hours.
- Sourced high-quality and trending hair care products for salon, placing orders with suppliers.
- Networked at various industry events to promote business.
- Set and optimized schedules to meet coverage needs and effectively align employee strengths with business needs.
- Met with customers to discuss upcoming events and style requirements.
Sr.Client Service Rep
United Healthcare Insurance
Indianapolis , Indiana
12.2006 - 05.2010
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Serviced accounts, managing product access, reimbursement issues and product contracts.
- Responded to customer calls and emails to answer questions about products and services.
- Built relationships with primary care and specialty physicians, pharmacists and nurses to support customers
- Operated in dynamic, high-volume environments to provide skilled assistance customers each day.
- Provided information about company products and services, and capitalized on upsell opportunities.
Education
Associate of Science - Business
Everest College - Everett
Everett, WA2011
Skills
- Scheduling and Coordinating
- Work Prioritization
- Administration and Reporting
- Positive and Constructive Feedback
- Time Management
- Employee Coaching and Motivation
- Performance Tracking and Evaluations
- New Hire Training
- Employee Performance Reviews
- Managing Operations and Efficiency
Accomplishments
- Won Manager of the year award in 2019.
Timeline
Operator Manager Customer Service
Lowe's
03.2015 - 02.2022
Salon Manager/Cosmetologist
AlisaDora Salon
05.2010 - 04.2015
Sr.Client Service Rep
United Healthcare Insurance
12.2006 - 05.2010
Associate of Science - Business
Everest College - Everett
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