Kimberly Thompson
Shelbyville,TN
Summary
Customer service professional with over 20 years of experience, recognized for exceptional interpersonal skills, empathetic problem-solving, and a collaborative approach to solutions. Seeking to leverage my expertise in a new industry contributing to and growing within a dynamic team environment.
Overview
20
20
years of professional experience
Work History
PACT Onboarding Champion III
Verizon Wireless
08.2022 - Current
- Assisted new and existing customers with business and consumer credit applications, ensuring accurate completion and submission.
- Evaluated financial information to determine spending limits and managed disputed accounts to resolution.
- Utilized specialized systems to access and review credit
- reports, enabling informed decisions on spending limits
- Addressed and resolved failed activations promptly and efficiently to minimize customer inconvenience
Internet Order Support Representative
Verizon Wireless
05.2020 - 08.2022
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly at atmosphere.
- Managed order discrepancies and addressed fallout for online orders.
- Handled customer inquiries and updates on shipment status.
- Resolved issues with lost shipments and facilitated replacements.
- Provided support for system-related issues during over the phone and in-store pickup orders.
Unauthorized Ports Specialist
Verizon Wireless
07.2019 - 05.2020
- Launched an offline project to combat unauthorized phone number porting.
- Assisted customers in reclaiming fraudulently transferred phone numbers.
- Enabled account recovery via password resets and pin updates
- Processed police reports to provide fraud evidence and secure number returns to rightful owners.
- Applied port freezes to prevent further unauthorized number transfers.
Porting Specialist Tier 2
Verizon Wireless
09.2012 - 07.2019
- Managed wireless and wireline ports to completion, ensuring seamless transitions.
- Resolved failed activations promptly, minimizing downtime resulting in increased customer satisfaction.
- Addressed complex issues for consumer, business, and government accounts.
- Handled escalation calls to ensure satisfactory customer resolutions
- Collaborated with multiple wireless and wireline carriers to streamline the process for customers, ensuring they received the necessary information to complete their port request efficiently.
Financial Services Representative
Verizon Wireless
08.2011 - 09.2012
- Authorized account modifications/suspensions to enhance management.
- Collected payments on past due accounts, reducing outstanding balances.
- Monitored overdue accounts to mitigate potential issues.
- Negotiated payment arrangements to bring delinquent accounts current.
- Processed bad debt accounts to collections agencies when necessary.
Sales Representative
Verizon Wireless
03.2008 - 08.2011
- Consistently met and surpassed sales targets, achieving or exceeding quota.
- Cultivated strong customer relationships through active listening and insightful questioning to identify needs.
- Effectively communicated and sold the benefits of plans, equipment, and accessories, leading to increased sales.
- Tailored service solutions to align with individual customer needs, ensuring optimal satisfaction.
- Conducted proactive follow-ups with customers to ensure satisfaction and increasing customer loyalty.
Store Operations Manager
Verizon Wireless
04.2007 - 03.2008
- Directed comprehensive customer service and inventory management functions,enhancing operational efficiency and customer satisfaction.
- Administered cash management procedures, achieving a 99% accuracy rate and ensuring financial security.
- Spearheaded the implementation of policy and process updates, resulting in a 15% improvement in operational performance.
- Secured satisfactory audit results consistently.
- Strategically coordinated scheduling for customer service and technical staff, improving staff coverage by 20%.
- Resolved escalated customer issues with empathy and efficiency.
- Demonstrated flexibility and reliability by covering shifts for absent employees, maintaining seamless store operations.
Customer Service Representative (In Store)
Verizon Wireless
08.2004 - 03.2007
- Greeted and engaged customers, enhancing their in-store experience.
- Consulted with customers to change rate plans, features, and equipment returns increasing customer satisfaction.
- Processed bill payments
- Assisted customer in understanding their charges, payment options, and account balances.
- Managed cash transactions, maintaining financial accuracy.
- Assisted with inventory management and merchandising to ensure optimal product visibility in-store.
- Supported store sales representatives in efficiently processing sales transactions, allowing them to focus on assisting other customers in-store.
Education
No Degree -
Motlow State Community College
Tullahoma, TNHigh School Diploma -
Riverdale High School
Murfreesboro, TN05.1993
Skills
- Policy understanding
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Active Listening
- Decision-Making
- Relationship Building
Timeline
PACT Onboarding Champion III
Verizon Wireless
08.2022 - Current
Internet Order Support Representative
Verizon Wireless
05.2020 - 08.2022
Unauthorized Ports Specialist
Verizon Wireless
07.2019 - 05.2020
Porting Specialist Tier 2
Verizon Wireless
09.2012 - 07.2019
Financial Services Representative
Verizon Wireless
08.2011 - 09.2012
Sales Representative
Verizon Wireless
03.2008 - 08.2011
Store Operations Manager
Verizon Wireless
04.2007 - 03.2008
Customer Service Representative (In Store)
Verizon Wireless
08.2004 - 03.2007
No Degree -
Motlow State Community College
High School Diploma -
Riverdale High School
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