Kimberly Walker La Croix
Atlanta,GA
Summary
Professional with experience in managing office operations, ensuring smooth workflow, and fostering team collaboration. Skilled in administrative tasks, conflict resolution, and resource allocation. Capable of adapting to changing requirements and consistently meeting organizational goals. Known for reliability, strong leadership, and effective communication skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Cargo Office Supervisor
Swissport Cargo Services
09.2023 - Current
- Supervised daily operations to ensure compliance with safety and quality standards.
- Coordinated staff schedules to optimize workflow and resource allocation.
- Trained new employees on operational procedures and best practices.
- Implemented process improvements that enhanced efficiency in cargo handling.
- Monitored inventory levels and coordinated replenishment orders effectively.
- Led cross-functional team meetings to address operational challenges and streamline processes.
- Analyzed performance metrics to identify areas for operational enhancements and cost savings.
- Maintained a clean, organized, and professional office environment to support maximum productivity.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Assisted in recruiting top talent by conducting interviews, reviewing resumes, and making hiring recommendations to upper management based on candidate qualifications.
CUSTOMER SERVICE REPRESENTATIVE
PBS Technologies (Trinidad) Ltd.
10.2016 - 09.2022
- Spearheaded quality standards and guidelines for call monitoring, creating scorecards to score representatives.
- Strengthened and improved team KPIs with positive interaction and team-building exercises.
- Analyzed and collected customer information to prepare product or service reports.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
- Conferred with customers by telephone or in-person to provide product or service information.
- Scheduled weekly inventory pickups and deliveries with vendors.
- Monitored service desk ticket queues to facilitate timely response and resolution.
- Instructed and guided representatives during weekly coaching sessions to mentor and provide resources to reach company goals.
- Referred unresolved customer grievances to designated departments for further investigation.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call queues, ensuring prompt and efficient service delivery.
RESERVATIONS AGENT - SEASONAL
Caribbean Airlines Limited.
12.2018 - 01.2019
- Used computer to access information on schedules, rates and routes to answer customer inquiries.
- Leveraged systems to enter new bookings and modify existing bookings.
- Recorded customer information and charged credit cards upon successful reservations.
- Handled and responded to customer inquiries through online chat and email.
SENIOR CUSTOMER SERVICE AGENT/TICKETING AGENT
Swissport Ltd
08.2014 - 09.2016
- Processed reservations booked via phone, online and other systems.
- Advised customers of ongoing promotions or available upgrades to enhance experience.
- Provided boarded and disembarked assistance to passengers needing special assistance.
- Announced arrival and departure information, used public address systems.
- Used computer to access information on schedules, rates and routes to answer customer inquiries.
- Answered phones to assist customers in making, altering, or canceling reservations.
- Informed clients of essential travel information, such as travel times, transportation connections and medical and visa requirements.
- Conferred with customers by telephone or in-person to provide product or service information.
Education
CERTIFICATION - BUSINESS MANAGEMENT
School Of Accounting & Management
Port Of Spain05.2017
HIGH SCHOOL DIPLOMA - undefined
Johnson’s Finishing School
Port Of Spain06.1999
Skills
- Customer Service
- Customer Relationship Management
- Verbal and Written Communication
- Outbound and Inbound Calls
- Help Desk Support
- Key Performance Indicators (KPIs)
- Coordinating Service Initiatives
- Clerical Support
- Customer Support
Certification
- Customer Service
- CPR
- Human Resources
- Project Management
LANGUAGES
Spanish
Beginner
Personal Information
Title: Senior Customer Service Representative
Timeline
Cargo Office Supervisor
Swissport Cargo Services
09.2023 - Current
RESERVATIONS AGENT - SEASONAL
Caribbean Airlines Limited.
12.2018 - 01.2019
CUSTOMER SERVICE REPRESENTATIVE
PBS Technologies (Trinidad) Ltd.
10.2016 - 09.2022
SENIOR CUSTOMER SERVICE AGENT/TICKETING AGENT
Swissport Ltd
08.2014 - 09.2016
HIGH SCHOOL DIPLOMA - undefined
Johnson’s Finishing School
CERTIFICATION - BUSINESS MANAGEMENT
School Of Accounting & Management