Kimberly Hughes

• Resolved technical issues for end-users, ensuring minimal disruption to operations.
• Provided timely support via phone, email, and chat channels, enhancing customer satisfaction.

•Assist customers with access issues
•Assist with HSRM issues
•Take care of our customers to our best abilities
•Collaborate with the team
•Support Community Providers with access or issues with our HSRM system.

• Contributed to increased sales revenue by upselling additional products such as cookies, cupcakes, and pastries alongside primary cake orders.
• Maintained accurate inventory of baking supplies and ingredients.
• Followed food safety standards when handling ingredients.

• Decorated cakes, cupcakes and other pastries according to customer requests.
• Processed customer orders and payment transactions.

Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Documented and tracked help desk tickets to ensure timely resolution of issues.

Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs through phone and email.

Managed high call and email volumes while providing exceptional customer support and maintaining professional composure.

Responsible for routine/basic inbound call, outbound call, email, and web chat services,
as well as back-office services. Performs services focused on customer satisfaction and
adherence to established Service Level Agreements (SLAs). Completes daily routine
tasks and responsibilities to support the Customer Service department or programs.
Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
Met customer call guidelines for service levels, handle time and productivity

Handling calls for a variety of clients. Taking reservations, setting appointments, taking
donations, and more.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or
wants.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.