KIMBERLY KILLIE UHLENBERG
Concord,CA
Summary
Adaptable and proactive with 6 plus years of work experience. Desire to leverage a proven knowledge of advocacy, empathy, collaborative work style, and high touch skills to successfully fill the position of customer service representative. As a proactive problem solver. A knowledgeable and dedicated customer service professional with extensive experience in Telephony industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Acara Solutions/ Cubic Transportation Systems
12.2021 - 03.2023
- Clipper Card- for Acara Solutions
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Answered constant flow of customer calls with minimal wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customer data.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered prompt service to prioritize customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted available products and services to customers during service, account management, and order calls.
- Verifying patrons identity, registering Clipper cards, Assisting patrons w/ virtualizing plastic cards to iPhones & Android phones,
- Assisting patrons with re-adding virtual cards to their cellular phones, providing technical support to patrons in regard to their mobile cards
- Resetting web account passwords, transferring balances between cards
- Processing Fare Refunds, Processing Refunds for passes and other products that have not been used
- All work done in Workspot CRM Using multiple programs including; Pivotal RM, Clipper Dashboard, Interaction Desktop, Sipsoft phone, Zoom, MS Teams for team lead support
Call center operator, call
10.2015 - 12.2020
- 24 Communications Company Offer special assistance to persons such as those who are unable to dial or who are in emergency situations
- Answering phones during all times of the day, for many types of clientele
- Running the gamut of doctors, roofers, tree trimmers, plumbers, and attorneys
- Efficiently taking the callers information and tasking it either the office or the person on call
- Knowledgeable about the accounts that are being answered during a shift.
- Responded to customer calls and emails to answer questions about products and services
- Promoted available products and services to customers during service, account management, and order calls
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Assisted customers by answering questions and responding to inquiries
- Processed debit and credit card and electronic check payments
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Answered product and service questions, suggesting other offerings to attract potential customers
- Reached out to customers after completed sales to suggest additional service or product purchases
Education
No Degree - Social Work Candidate
Northern Arizona University
Flagstaff, AZ06.2026
Some College (No Degree) - Spirit Program 1 & 2
Contra Costa College
San Pablo, CASkills
- Microsoft Office Suite, Microsoft 11, Workspot CRM, Clipper Dashboard, Medical terminology, Google Docs, Pivotal, MS Teams, Zoom
- Staff Training
- Report Preparation
- Credit Card Payment Processing
- Sales Expertise
- Active Listening
- Order Fulfillment
- Customer Relations
- Microsoft Word
- Business Development Understanding
- Report Creation
- Retail Sales Customer Service
- Report Transcription
- Multi-Line Phone Talent
- Typing Proficiency
- Customer Consulting
- Order Processing
- Managing Multiple Tasks
- Team Development
- Multi-Line Telephone Operation
- Professional Telephone Demeanor
- Transportation Solution Development
- Medical Terminology Knowledge
- Shipping and Receiving Understanding
- Call Center Operations
- Clerical Support
- Recordkeeping Strengths
- Office Equipment Proficiency
- Computer Proficiency
- Schedule Mastery
- Training Development Aptitude
- Product Organization
- Reading Comprehension
- Administrative Support
- Call Triaging
- Problem-Solving Ability
- Service Standard Compliance
- Customer Relationship Management
- Conflict Resolution
- Critical Thinking
- Refund Processing
- Document Control
- Customer Service
- CRM Software
- Minute Taking
- Brand Representation
- Calm and Professional Under Pressure
- Grammar
- Prioritization
- Coordination
- Documentation
- 10-Key
- Calendaring
- Proofreading
Knitting, Reading, Voulunteer Work
I enjoy knitting especially complicated cable patterns. I love to read a lot from science fiction to biographies. I have been volunteering for the last 8 years and it has been a very fulfilling expexperience.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Service Representative
Acara Solutions/ Cubic Transportation Systems
12.2021 - 03.2023
Call center operator, call
10.2015 - 12.2020
No Degree - Social Work Candidate
Northern Arizona University
Some College (No Degree) - Spirit Program 1 & 2
Contra Costa College
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