Kimberly Whitaker
Kearney,MO
Summary
Successful Onboarding Trainer with 4 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
18
18
years of professional experience
Work History
Contact Center Voice Agent/Onboarding/Nesting Trainer
Caroline Harkness- Supervisor
10.2019 - Current
- Assisted members with account details
- Trained new hires in their 'nesting' phase for 6-8 weeks.
- Assisted agents by answering questions and responding to inquiries.
- Helped large volume of agents every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Support nesting agents
- Grow the new hire KPI/Nesting expectation
- Meet with Supervisors to discuss nesting agents' progress
- Assist with Qualtrics team, pull and listen to calls
- Contact person while Sups are OOO
- Nesting support for UK/Dutch new hires
- QA calls for coaching opportunities
- Assist with closing to support closing sups
- Training new hires in place of L&D trainer
- Attend Leadership trainings
- Mentor circle
- Point of contact for Nesting agents
- Create nesting support schedule to have adequate coverage during nesting
- Obtain agents for observations during training
- Update scorecards weekly for tech team
- 1:1s for Tech team as needed
- Assist Tech Team Supervisor in team meetings
- Facilitate tech call for New hire training
- Contact IT support for all new hire technical issues
- Facilitate WFM presentation for Nesting
- Assist with Contrave tracking
Nanny
Kendall Lacy
02.2006 - 02.2013
- Promoted good behaviors by using positive reinforcement methods
- Modeled appropriate social behaviors and encouraged concern for others
- Accompanied families on vacations to Chicago and San Diego to provide full-time care to children
- Affectionately cared for two children, ages birth to seven for seven years
- Administered medication and minor first aid to sick and injured children.
Store Lead
Lane Bryant Inc.
04.2009 - 10.2011
- Consistently put customers first by handling needs with sense of urgency and compassion
- Opened and closed store, including counting cash, opening and closing cash registers and creating staff assignments
- Verified that all merchandising standards were maintained daily
- Worked as team member to provide highest level of service to customers
- Recommended merchandise to customers based on needs and preferences
- Answered customers' questions and addressed problems and complaints in person and via phone
- Completed floor replenishment to guarantee size availability and promote customer satisfaction
- Built customer confidence by actively listening to concerns and giving appropriate feedback
- Held each team member accountable for achieving brand and performance goals
Education
High School Diploma -
Wando High School
Mt. Pleasant, SCSkills
- Conflict Resolution
- Career Growth Strategy Development
- Customer Service and Care
- Clear Communication
- Documenting Information
- Positive Attitude
- Report Creation
- Customer Service Abilities
- Information Documentation
- Problem-Solving
- Customer Needs Determination
- Appearance Scheduling
- Relationship Building
- Polite Communication Skills
- Call Management
- Flexible Schedule
- Critical Thinking
- Resource Allocation
- Customer Complaint Resolution
- Service Support
- Internet Savvy
- Ensuring Customer Satisfaction
- Professional Networking
- Meeting Coordination
- Organizational Skills
- Recordkeeping Proficiency
- Business Development
- Technical Support
- Problem-Solving Skills
- Stress Management
- Lead Prospecting
- Schedule Management
Timeline
Contact Center Voice Agent/Onboarding/Nesting Trainer
Caroline Harkness- Supervisor
10.2019 - Current
Store Lead
Lane Bryant Inc.
04.2009 - 10.2011
Nanny
Kendall Lacy
02.2006 - 02.2013
High School Diploma -
Wando High School
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