Hi, I’m
Kimberly Villacampa
Hope Mills,NC
Summary
Experienced specialist with over 5 years of experience in the customer service industry. Excellent reputation for resolving problems and improving customer satisfaction. Great professionalism, calm ,very organized and proficient with computers and technical support. Focused and successful at multi-tasking and delivering prompt and friendly service to all customers with a smile.
Overview
3
years of professional experience
Work History
United States Steel Corporation
IT Shared Service/Service Desk Specialist
09.2022 - 04.2023
Job overview
- Provided hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
- Resolved over 300 tickets per month helping the company meet its SLA agreement
- Managed multiple queues simultaneously via phone, chat, and emails
- Assisted over 500 end users per month grant access to system critical applications
- Used HP Service manager to document and manage problems and work requests and their respective resolutions and circumventions
- Worked closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork
- Worked closely with security support staff to obtain technical knowledge and to permanently solve chronic problems
- Worked with end- users’ mobile devices and kept them in compliance with the company’s security policies
- Used RDP to remotely manage and assist end-users with their pc’s
BrowQueen LLC
Makeup Artist
03.2021 - 08.2022
Job overview
- Uphold high courtesy and customer service standards for every client
- Maintained and updated client payment records on regular basis
- Ensured client satisfaction with quality of salon service
- Greeted and welcomed guests and provided them with positive first impression of organization
- Maintained security and telecommunications systems
- Social Media marketing
- Created and maintained customer profiles daily
Sykes Enterprises Inc, WexHealth
Participant Service Agent
08.2020 - 03.2021
Job overview
- Assisted over 100 clients per week with their Medical FSA, HSA accounts and claims
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Maintained accurate record-keeping with proactive attention to client information updates
- Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
- Directed clients to appropriate accountants, answered phone calls and replied to office emails for excellent customer service
- Stayed on top of applicable federal and state requirements to minimize legal and financial risks
- Maintained accurate and complete documentation for all financial department procedures
- Troubleshooted clients accounts by unlocking locked accounts and by resetting passwords and security questions
- Remotely navigated clients through their online accounts.
Sykes Enterprises Inc, PNC Bank
Credit Card Specialist/Call Center Agent
12.2019 - 05.2020
Job overview
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers
- Approached each problem with a fresh mind and analytical strategies to quickly resolve concerns
- Greeted customers, helped locate merchandise and suggested suitable options
- Fielded questions and solved problems by informing customers of current promotions and store policies
- Fielded 50 incoming customer calls per day to deliver high-quality solutions
Education
Fayetteville Technical Community CollegeFayetteville, NC
from Accounting
Overhills High School
High School Diploma
06.2016
Skills
- Communication Skills(written and oral)
- Active Directory
- Azure
- Technical Documentation
- VPN
- Finesse
- Mainframe
- Ticketing Systems(HP Service Manager)
- Mobile Device Management
- Application support
- Troubleshooting
- Cloud
- RDP
- Operating System (Windows 10, MacOS, iOS)
- Intune
- Critical Thinking/Problem Solving
- TCP/IP Models
Accomplishments
- Certifications:
- First Aid/CPR Certified
- Additional Information:
- Languages
- Bantayanon
- Tagalog
- Bisaya/Cebuano
Timeline
IT Shared Service/Service Desk Specialist
United States Steel Corporation
09.2022 - 04.2023
Makeup Artist
BrowQueen LLC
03.2021 - 08.2022
Participant Service Agent
Sykes Enterprises Inc, WexHealth
08.2020 - 03.2021
Credit Card Specialist/Call Center Agent
Sykes Enterprises Inc, PNC Bank
12.2019 - 05.2020
Fayetteville Technical Community College
from Accounting
Overhills High School
High School Diploma
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