Kimberly R. Green

• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Established team priorities, maintained schedules and monitored performance.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Monitor team and individual agent adherence and metrics

• Speak with escalated callers and resolve issues related to escalations
• Perform call quality audits to ensure individuals are meeting performance metrics
• Complete coaching sessions with advocates regarding areas requiring improvement
• Routinely meet with advocates to assist with developing required skills
• Worked effectively with fellow team members to coordinate effective solutions to any question or concern.

• High volume inbound call center handling 70+ calls daily
• Efficiently assist callers while exceeding company performance metrics
• Handle escalated callers and perform necessary callbacks to ensure issue resolution
• Investigate member account issue including claims and billing concerns

• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Responded to customer requests for products, services, and company information
• Investigated and resolved customer inquiries and complaints quickly
• Met customer call guidelines for service levels, handle time and productivity

• Assist with managerial duties such as stock inventory, escalated customers, scheduling, and monitoring employee trends and issues
• Perform daily transactions utilizing multiple forms of payment and end-of-day cash handling
• Utilize marketing skills and strategies to assist clients in purchase of proper products and tools
• Regularly make managerial decisions in absence of on site supervisor

• Extracurricular Activities: Student Leadership Institute
• Extracurricular Activities: National Society of Leadership and Success