Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Kimberly Ward

Kimberly Ward

Customer Service Pro
Leesville,SC

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 20 years of related experience and superior planning and time management abilities.

Focused Quality Professional with 4 years of experience conducting testing to facilitate quality and condition results. Possesses superior product knowledge to train and educate staff while maintaining optimal product storage and efficiency. Builds and maintains effective working relationships with internal and external customers.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Healthcare professional and home companion with strong history of providing support to clients within business environments to deliver comprehensive administrative assistance. Providing knowledge of clerical tasks, project support, scheduling, time management, assignment prioritization and customer service. Quickly resolving issues, handling conflicting priorities, remaining flexible and striving to exceed organizational goals.


Overview

34
34
years of professional experience

Work History

Product Specialist

GigCX
02.2023 - 04.2023
  • Receiving incoming calls for TurboTax and solving tax problems, research for information, filing taxes
  • Continually expanded knowledge of product line.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.

Agent, Quality Assurance, Trainer

Sitel W@H
09.2020 - 10.2021
  • Delivering excellent service to inbound calls
  • Updated quality control standards, methods, and procedures to meet compliance requirements.
  • Quality Assurance – Ensuring agents are held to quality standard and create employee workshops to better their quality scores
  • Trainer – Training at home employees through Teams and creating training material
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Improved quality processes for increased efficiency and effectiveness.
  • Provided observations, took measurements, and performed tests at various stages according to quality control plan.
  • Developed and implemented quality assurance improvements.
  • Conducted employee audits to check production performance against process standards and ensure 85%.
  • Scheduled and taught in class and online courses to increase learning opportunities.

In-Home Healthcare Provider

Self-employed
Gilbert, SC
07.1989 - 01.2019
  • Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships for 25 years.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Administered medication as directed by physician.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
  • Transported clients for medical and personal outings.
  • Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
  • Qualified for setting up and educating families on home dialysis and injections.

Trainer, Quality Manager

Teleperformance Call Center
Columbia, SC
08.2003 - 07.2006
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Scheduled and taught in class and online courses to increase learning opportunities for up to 50 students.
  • Monitored participant workflow and behaviors throughout training process.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Evaluated Quality Assurance staff to ensure adherence of 30 graded interactions per week
  • Generated quality, attendance and training reports.
  • Identified and recommended staff for key positions and departments.
  • Introduced standardized training for cohesive learning environments.
  • Implemented new training courses after assessing corporate data and identifying employee weaknesses.

Waitress, Trainer, Relief Manager

Waffle House
Lexington, SC
01.1994 - 01.2005
  • Responsible for 12 stores with their training, support and managerial duties.
  • Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Used cash registers and credit card machines to cash out customers.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Introduced standardized training for cohesive learning environments.
  • Trained new waitstaff on proper food handling, customer service and safety procedures.

Education

GED -

Middleburg High School, Middleburg, FL
05.1988 - 05.1988

Skills

Program implementation

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Product Specialist - GigCX
02.2023 - 04.2023
Agent, Quality Assurance, Trainer - Sitel W@H
09.2020 - 10.2021
Trainer, Quality Manager - Teleperformance Call Center
08.2003 - 07.2006
Waitress, Trainer, Relief Manager - Waffle House
01.1994 - 01.2005
In-Home Healthcare Provider - Self-employed
07.1989 - 01.2019
Middleburg High School - GED,
05.1988 - 05.1988
Kimberly WardCustomer Service Pro