Kimberly Webb
Katy,TX
Summary
Experienced Customer Service Representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at solving problems analytically. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors and understanding their desires. Dedicated to providing customized solutions that build loyalty and exceed expectations.
Overview
14
14
years of professional experience
Work History
Insurance Verification Specialist
Progressive Insurance
01.2023 - 09.2024
- Developed comprehensive insurance policies tailored to clients'' unique needs, resulting in increased satisfaction and loyalty.
- Increased customer satisfaction by providing personalized auto insurance solutions tailored to individual needs.
- Educated clients on available auto insurance products, empowering them to make informed decisions regarding their coverage options.
- Enhanced customer satisfaction by accurately assessing risk and promptly issuing auto insurance policies.
- Answered phone calls 30-50 Inbound , policy review , and handling policies inquiries.
Customer Services Representative Retention
AT&T Communications
11.2018 - 03.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
Customer Service Specialist
Nordstrom Rack
08.2017 - 11.2018
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained clean and organized store environment, enhancing overall shopping experience for customers.
- Promoted special offers and events by engaging with customers on sales floor, driving awareness of promotions and boosting sales conversion rates.
- Checked fitting room stalls and sorted merchandise to racks.
Customer Services Representative
JP Morgan Chase
02.2016 - 08.2018
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Cashier
Burlington Coat Factory Department Store
11.2014 - 01.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
Assistant Store Manager
Things Remembered
05.2010 - 09.2012
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Education
LE Rabouin High School
New Orleans, LaSkills
- Insurance Coverage Verification
- Call Center Customer Service
- Technical problem solving
- Adaptability and Flexibility
- Call Metrics
- Effective Communication
- Problem-solving skills
- Customer Support
- Data Entry
- Microsoft Office
- POS systems expert
- CRM Knowledge
Timeline
Insurance Verification Specialist
Progressive Insurance
01.2023 - 09.2024
Customer Services Representative Retention
AT&T Communications
11.2018 - 03.2021
Customer Service Specialist
Nordstrom Rack
08.2017 - 11.2018
Customer Services Representative
JP Morgan Chase
02.2016 - 08.2018
Cashier
Burlington Coat Factory Department Store
11.2014 - 01.2016
Assistant Store Manager
Things Remembered
05.2010 - 09.2012
LE Rabouin High School
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