Kimberly Wilson
HAMPTON,GA
Overview
20
20
years of professional experience
Work History
Home Depot Call Center
Marietta, GA
09.2015 - Current
- Received inbound communications from customers through the mediums of telephone and chat/ sms text messaging to assess customer needs and proactively provide solutions.
- Process customer orders and provide knowledgeable answers to questions about products, pricing and availability.
- Assists customers with navigating our online website, product returns, shipping inquiries and order status questions.
- Resolved customers' inquiries regarding refunds, their account membership, having not received a package, and most importantly, providing excellent customer service.
- Maintain accurate documentation of all actions/conversations/issues through workflow tools
Customer Service Representative - Emergency Response Team
AGL Resources (Atlanta Gas Light)
Riverdale, GA
09.2006 - 03.2015
- Answered incoming emergency and non-emergency calls to ensure customer safety in a 24/7 /365 environment.
- Processed customer's priority and miscellaneous service orders (turn-ons, turn-offs, transfers, meter sets and removals).
- Responsible for handling customer inquiries, complaints, billing questions and payment extension/service requests.
- Used computerized system for tracking, information gathering, and/or troubleshooting
911 Communications Dispatcher
Clayton County Police Dept.
Jonesboro, GA
01.2006 - 09.2006
- Answered incoming emergency and non-emergency 911 calls in a 24/7 environment.
- Entered emergency call data into computer for dispatch or transferred /connected calls to appropriate department, extension, service, or agency.
- Maintained conversations with caller to obtained/verified pertinent information and to comfort callers until assistance arrived; made welfare checks on abandoned 911 calls.
- Contacted various other departments to resolve problems such as streetlights being out, downed street signs, roadway debris, and power outages.
- Provided the general public with directions and referrals and answered citizen complaints, concerns, and any other information requested regarding community.
- Entered/retrieved a variety of data into/from GCIC/NCIC, CAD (Computer Aided Dispatch).
- Performed other related duties as required.
Education
Diploma -
M. D .Collins High School
College Park, GA01-1987
Skills
- Advanced computer proficiency
- Strong communication skills
- Experienced with order management software
- Proficient in database administration
- Effective verbal and written communication
- Strong interpersonal communication
- Task organization and prioritization
- Adherence to professional standards
- Responsive to shifting priorities
- Consistent attendance record
- Consistent attendance and reliability
Timeline
Home Depot Call Center
09.2015 - Current
Customer Service Representative - Emergency Response Team
AGL Resources (Atlanta Gas Light)
09.2006 - 03.2015
911 Communications Dispatcher
Clayton County Police Dept.
01.2006 - 09.2006
Diploma -
M. D .Collins High School