Kimberly K. Pfromm
Summary
Results-driven leader with a track record of improving customer service and operational workflows. Skilled in overseeing staff performance and implementing training that enhances team efficiency. Adept at utilizing technology to optimize transaction processes and maintain high standards of service.
Overview
33
33
years of professional experience
Work History
Manager
Sycamore Golf Club
Macedon, New York
01.2023 - Current
- Oversee five to twenty staff members to ensure exceptional customer service.
- Manage front-of-house staff for newly opened, high-traffic golf club and restaurant.
- Twice a week complete the closing requirements for the daily sales, including balancing events sales, restaurant sales, and deposits to the bank.
- Assist in programming Point of Sale system to streamline transactions for all products sold.
FMC Clerk
FAIRPORT Municipal Commission
FAIRPORT, NEW YORK
10.2021 - Current
- All aspects of explaining a customer’s bill over the phone and in person including portal payments, budget billing, auto payment set up and use, general payment procedures.
- Create all aspects of service orders including existing location connections, final disconnections with meter removal, new service start for new builds.
- Manage service orders for customers requesting manual meter reading instead of automated.
- Import weekly reads for each billing cycle, reviewing usage, creating service orders to verify usage alerts.
- Review and process lockbox payments, including resolving past payment discrepancies and ensuring accurate posting.
- Monitor billing, website, remittance, and online form issues, proactively addressing concerns to maintain operational integrity.
- Support fellow staff by addressing frustrated customers and providing resolutions in person and over the phone.
- team training with detailed billing office processes placed into a detail orientated training binder that is currently in use. Monitored and updated.
- Constantly look for avenues to increase proficiency to be discussed with the team in regard to the billing office.
BUSINESS MANAGER
GENOVESE INC
ROCHESTER, NEW YORK
01.1993 - 01.2025
- Managed daily operations of a small business, ensuring efficient workflow.
- Managed employee functions including hiring, training, and compliance with state laws regarding employee termination.
- Training and monitoring health department and human resource guidelines, including legal responsibility of customer safety.
- Prioritized customer satisfaction by actively addressing feedback and concerns.
- Oversaw product ordering and implemented cost control measures to optimize expenses.
- Conducted inventory control and analyzed market demographics to identify opportunities for new products.
BUSINESS MANAGER
SEC CONSTRUCTION
BROCKPORT, NEW YORK
01.1999 - 01.2009
- Oversaw operations of small construction business, ensuring compliance and efficiency.
- Managed billing and purchasing invoices, conducted insurance audits, and controlled costs to maintain financial accuracy.
- Operated heavy equipment and laid out utilities installation according to architectural design specifications.
- Delivered supplies and monitored multiple job sites.
Education
ROCHESTER INSTITUTE OF TECHNOLOGY - Mechanical Engineering Technology
ROCHESTER INSTITUTE OF TECHNOLOGY
01-1993
SUNY AT MORRISVILLE - Design and Drafting programming, Mechanical Engineering Science
SUNY AT MORRISVILLE
01-1990
MARION JR. SR. HIGH SCHOOL - computer science, mechanical engineering and drafting
MARION JR. SR. HIGH SCHOOL
01-1987
Skills
- Customer account management
- Payment processing and tracking
- Service order processing, all types
- Staff training and development
- Customer relationship management
- Problem solving and resolution
- Effective communication skills
- Team leadership and collaboration
- Conflict resolution strategies
- Process improvement initiatives
- Financial reporting
- Accounts receivable management
- Invoice processing and billing review
- Accounts payable management
- Report preparation and analysis
- Expense tracking
- Workflow optimization
- Attention to detail
- Team leadership
- Problem solving
- Operations support
Timeline
Manager
Sycamore Golf Club
01.2023 - Current
FMC Clerk
FAIRPORT Municipal Commission
10.2021 - Current
BUSINESS MANAGER
SEC CONSTRUCTION
01.1999 - 01.2009
BUSINESS MANAGER
GENOVESE INC
01.1993 - 01.2025
ROCHESTER INSTITUTE OF TECHNOLOGY - Mechanical Engineering Technology
ROCHESTER INSTITUTE OF TECHNOLOGY
SUNY AT MORRISVILLE - Design and Drafting programming, Mechanical Engineering Science
SUNY AT MORRISVILLE
MARION JR. SR. HIGH SCHOOL - computer science, mechanical engineering and drafting
MARION JR. SR. HIGH SCHOOL