Summary
Overview
Work History
Education
Skills
Volunteer Roles
Timeline
BusinessAnalyst
Kimberly T. Keefe

Kimberly T. Keefe

Fort Mill,SC

Summary

Results-oriented Customer Service Professional with over eight years experience achieving customer service satisfaction and exceeding company goals, plus over five years experience in a supervisory role.  Highly organized and efficient in a fast-paced environment, communicating effectively at all organizational levels, with clients and team members. Demonstrated ability to build trusting relationships. Ability to think critically, solve problems, plan and organize activities and deliver excellence.

Overview

12
12
years of professional experience

Work History

Customer Support Supervisor

DOC Services
FORT MILL, SC
10.2017 - Current
  • Oversees team of five customer support associates and three triage specialists, that provide 24/7 customer service.
  • Completes documentation and logs each day and generates weekly reports detailing department activities, accuracy, and volume.
  • Researches complex problems and resolves issues in a timely manner.
  • Manages total administrative volume of 250-400 work orders per day.
  • Manages total triage volume of 80-150 work orders per day.
  • Manages total department call volume of 150-200 calls per day.
  • Coordinates department schedules to maximize coverage during peak hours.
  • Communicates clear expectations and goals to each team member.
  • Directs training of new team members and mentors each to promote productivity, accuracy and friendly service.
  • Refers unresolved customer grievances to designated departments for further investigation.
  • Handles daily heavy flow of paperwork and cooperates with the other departments on scheduling,  invoicing, and shipping problems.
  • Enters data promptly and efficiently with a personal 99% accuracy rate and an overall 97% department accuracy rate.
  • Works with the executive team to implement the proper division of responsibilities.
  • Fosters a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Responsible for developing all training documents for the customer support and triage departments.
  • Runs the weekly department meetings, engaging with the teams, keeping them up to date on company goals, and changes in procedures and policies.
  • Coordinates with the executive team, account managers, and service supervisors to develop company processes and procedures.
  • Verifies department's data integrity and accuracy.
  • Ensures department meets all customer call guidelines including service levels, handle time and productivity.
  • Fosters an environment which encourages continual process improvements.
  • Facilitates inter-departmental communication to effectively provide customer support.
  • Assumes ownership over team productivity and manages work flow to meet or exceed quality service goals.
  • Provides accurate, specific and timely performance feedback for employees.
  • Adheres to all confidentiality requirements at all times.

Customer Support Administrator

DOC Services
FORT MILL, South Carolina
08.2016 - 10.2017
  • Responded to customer requests via telephone and email.
  • Inputted and  verified data integrity and accuracy.
  • Developed new process for employee training which resulted in marked performance improvements.
  • Copied, logged and scanned supporting documentation.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Directed calls to appropriate individuals and departments.
  • Served as the main liaison between customers and management.
  • Reviewed customer service issues to drive continuous improvement initiatives. 
  • Resolved customer issues in a timely manner while complying with company standards.
  • Entered customer data into the SamPro system and communicated service concerns with the management team.
  • Entered 100-200 work orders per day with a 99% accuracy rate.
  • Handled call volume of 75-100 calls per day.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Entered data promptly and efficiently.
  • Stepped in and filled in as the triage support associate, developed a better process, and training for an overall improvement to the department.
  • Triaged between 40-70 work orders per day when filling in as triage specialist.

BBT Assistant Customer Service Manager

Harris Teeter Supermarkets Inc.
Fort Mill, SC
09.2013 - 07.2016
  • Responsible for managing front-end staff including training and managing cashiers, customer service clerks, accountant, and other front-end employees. 
  • Assisted in coordinating department schedules to maximize coverage during peak hours.
  • Keeping the front-end running smoothly by helping customers, working the cash register and u-scan registers, bagging groceries, shopping & delivering orders for express lane customers, handle money including getting change and loans for cashiers, ensure that enough lanes are open, ensure there are enough baggers, observe whether cashiers and baggers are following customer service guidelines, know where all front end associates are at all times, perform overrides, handle customer complaints, perform refunds, sell and process money orders and wire transfers.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Worked in the Accounting office twice a week, ensuring all registers balanced, coordinating deposits, and balancing the store account.
  • Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
  • Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.

Seasonal Sales Associate

Borders
Charlotte, NC
09.2009 - 01.2010
  • Ensured efficient and timely replenishment of sales floor merchandise.
  • Provided excellent customer service to cultivate loyalty and satisfaction.
  • Actively pursued personal learning and development opportunities.
  • Responded to customer questions and requests in a prompt and efficient manner.
  • Welcomed customers into the store and helped them locate items.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Built relationships with customers to increase likelihood of repeat business.
  • Operated a cash register for cash, check and credit card transactions.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Verified that all customers received receipts for their purchases.
  • Engaged with customers in a sincere and friendly manner.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Recommended merchandise to customers based on their needs and preferences.

Owner/Photographer

Kimberly Kaye Photography
Aiken, SC
07.2005 - 09.2008
  • Photographed high-quality images for both print and Internet distribution.
  • Selected and altered secondary photographic features such as backdrops and lighting.
  • Generated computer graphics and page-layout software, graphic elements and photography.
  • Planned and prepared for all on-location and studio shoots.
  • Facilitated weekly studio appointments.
  • Performed advanced computer processing of images.
  • Tracked inventory of all photo lab products and equipment.
  • Designed user interface, tools and web pages to meet branding guidelines and web best practices.
  • Resolved client concerns quickly and professionally.
  • Planned, organized and scheduled work.
  • Managed customer expectations with open consultations and frequent communication.
  • Provided high quality results in a timely manner.
  • Formatted text and graphics for blog posts, newsletters and other materials.
  • Maintained consistent use of graphic imagery in materials and other marketing outreach.
  • Researched current and emerging art and graphic design technologies.
  • Troubleshot page performance issues, SEO performance code incompatibilities and web imagery problems.
  • Designed advertisements, tradeshow banners and signage from concept through completion.
  • Consulted with clients to discuss preferences, styles, and ideas for commissions.
  • Established and maintained productive, professional working relationships.
  • Developed marketing and sales strategies to maximize business success.
  • Managed day-to-day business operations and made strategic decisions.
  • Designed art and copy layouts for direct mail advertising material.

Education

Dual Major Of Special Education And Early Childhood Education (No Degree Earned)

Eastern Kentucky University
Richmond, KY

Secondary Education With A Specialization In Classics (No Degree Earned)

University Of Kentucky
Lexington, KY

High School Diploma - undefined

Madison Central High School
Richmond, KY
1990

Skills

  • Client relationships
  • Self-motivated work ethic
  • Project presentations
  • Superb eye for detail
  • Excellent leader
  • Excellent communication skills
  • Microsoft Office Suite
  • Training and development
  • Schedule management
  • Team leadership
  • Inter-department collaboration
  • Positive and friendly
  • Employee relations
  • Planning and organization
  • Team building expertise
  • Types 62 WPM
  • Motivated team player
  • Exceptional time management skills
  • People-oriented

Volunteer Roles

Active volunteer with Girl Scouts Hornets Nest Council, including the following roles:

  • GSHNC Troop 1594 Co-leader (currently)
  • York 2 Lead Delegate (currently)
  • York 2 Facebook Page Administrator (currently)
  • York 2 Awards Committee Member (currently)
  • Fire Building and Outdoor Cooking (FBOC) with Overnight Camp Experience (OCE) Trainer (currently)
  • Canoe/Kayak Facilitator (currently)
  • Archery Facilitator (currently)
  • York 2 Placement Coordinator (previously)
  • York 2 Delegate (previously)
  • Leader 101 Facilitator (previously)
  • York 2 Family Campaign Manager (previously)


Currently volunteering as the Nation Ford High School Marching Band's Money Manager for the Panther's Stadium Concession Stand


Previously volunteered with the following organizations:

  • First Grade Faith Formation Teacher, Saint Philip Neri’s Catholic Church of Fort Mill, SC
  • Vacation Bible School Volunteer, Saint Philip Neri Catholic Church of Fort Mill, SC
  • Pre-K Faith Formation Teacher, Saint Mary’s Help of Christians Catholic Church of Aiken, SC
  • Secretary and Newsletter Coordinator, MOMS Club of Aiken, SC
  • Seventh Grade Faith Formation Assistant Teacher, Saint Mary’s Help of Christians Catholic Church of Aiken, SC
  • Director of Religious Education and the Kindergarten/First Grade Faith Formation Teacher, Saint Mary’s Catholic Church of Hampton, SC
  • Seventh Grade Faith Formation Teacher, Saint Mark’s Catholic Church of Richmond, KY
  • Pre-K Faith Formation Teacher, Saint Mark’s Catholic Church of Richmond, KY

Timeline

Customer Support Supervisor

DOC Services
10.2017 - Current

Customer Support Administrator

DOC Services
08.2016 - 10.2017

BBT Assistant Customer Service Manager

Harris Teeter Supermarkets Inc.
09.2013 - 07.2016

Seasonal Sales Associate

Borders
09.2009 - 01.2010

Owner/Photographer

Kimberly Kaye Photography
07.2005 - 09.2008

Dual Major Of Special Education And Early Childhood Education (No Degree Earned)

Eastern Kentucky University

Secondary Education With A Specialization In Classics (No Degree Earned)

University Of Kentucky

High School Diploma - undefined

Madison Central High School

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Kimberly T. Keefe