Kimberly Voss
Pinckney,MI
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Collaborative team player who adapts easily to changing needs and consistently focuses on achieving results through efficient and empathetic service. Recognized for reliability and proactive approach in meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
America Preferred Home Warranty
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Mastered multiple software applications used within the call center environment, enabling enhanced multitasking capabilities during calls.
- Documented and detailed calls and complaints using call center's CRM database.
Outbound Recall Team Leader
Manpower
10.2012 - 04.2016
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Proven ability to learn quickly and adapt to new situations.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Devised and implemented processes and procedures to streamline operations
- Oversaw implementation of live chat and recall customer database
Incoming Recall Agent
Manpower
08.2012 - 10.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained accurate customer records with diligent data entry and attention to detail.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Registrar Clerk
Michigan Visiting Care
08.2011 - 11.2011
- Effectively applied education to manage client information and records for flu clinics
- Reviewed roster lists for sites to ensure completeness of required information
Nanny
The Regnier Family
11.2009 - 04.2011
- Coordinated daily household requirements for four children from 7 months to 8 years
- Organized and maintained routine, to include planning activities and preparing meals
- Assisted children with homework
Waitress
A&W
05.2005 - 04.2008
- Interacted effectively with a diverse client base; greeted customers, answered questions, took orders, accurately processed transactions, and delivered quality food products
- Assisted Managers and coworkers in meeting operational needs
- Maintained full compliance with safety and organizational standards
Education
Bachelor of Science - Health Administration
Eastern Michigan University
Ypsilanti, MI04.2012
Skills
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Complaint handling
- Microsoft Office Suite
- Written and oral communication
- CRM navigation
- Time management
- Attention to detail
- Multitasking and organization
- Reliability and punctuality
Qualifications Summary
Motivated and organized emerging professional, leveraging related education and proven success contributing to productive operations to excel in customer service.
Track record of providing quality customer service in diverse roles; maintain positive customer relationships.
Ensure productive team environments, collaborating effectively with coworkers to meet operational goals.
Strong organizational skills and eye for detail; accurately maintain data, process transactions, and organize schedules, with knowledge of customer record management. Proficient in Microsoft Office (Word, Excel, PowerPoint, OneNote, Sharepoint), JGO, Shortel, Lotus Notes, Netsuite, Access, Outlook, Vonage
Commitment to delivering top performance and exceeding expectations.
Able to quickly learn and excel in new responsibilities.
Demonstrated time-management skills, with talent for multitasking and prioritizing competing requirements in fast-paced environments.
Timeline
Customer Service Representative
America Preferred Home Warranty
09.2022 - Current
Outbound Recall Team Leader
Manpower
10.2012 - 04.2016
Incoming Recall Agent
Manpower
08.2012 - 10.2012
Registrar Clerk
Michigan Visiting Care
08.2011 - 11.2011
Nanny
The Regnier Family
11.2009 - 04.2011
Waitress
A&W
05.2005 - 04.2008
Bachelor of Science - Health Administration
Eastern Michigan University
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