Summary
Overview
Work History
Education
Skills
Timeline
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KIMISHA CHAMBERS

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Summary

Qualified customer service representative with over10 years in fast-paced customer service excited to launch career in underwriting as an underwriting service assistant. Personable and professional under pressure. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work History

State Farm DSHD: Second Level Support Specialist

RandstadUSA
06.2023 - Current
    • Researched and identified solutions to technical problems that first level support could not resolve.
    • Utilized remote desktop tools effectively, allowing for swift diagnosis and resolution of user issues.
    • Translated complex technical issues into digestible language for non-technical users.
    • Assisted customers in identifying issues and explained solutions to restore service and functionality.
    • Helped streamline repair processes and update procedures for support action consistency.
    • Collaborated closely with First Level Support Specialists to ensure smooth escalation processes.

Deployment Services Help Desk Associate

RandstadUSA
10.2014 - 06.2023
  • Provided excellent customer support using State Farm's Remarkable behaviors.
  • Accurately documented, researched and resolved customer service issues using State Farm's SKILS.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Used ticketing systems to manage and process support actions and requests.
  • Served as reliable point of contact for end-users, addressing concerns with empathy and professionalism.

Scorer

MetriTech Inc.
02.2013 - 05.2013
    • Handled multiple writing tests from students grades 6-8 Graded each test based on given curriculum
    • Assessed student assignments to check quality and completeness before submission for grading.
    • Temp job; assignment ended May 2013.

Customer Care Representative

Afni Inc.
05.2010 - 08.2012
  • Effectively managed over 50 high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Utilized variety of techniques and tools to assist customers with bill adjustments and credits, adding and deleting services and products from customers' accounts.
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Pledge Campaigner

Drake Outreach Group
09.2008 - 12.2009
  • Evening job during college school year.
  • Solicited financial contributions from alumni, parents, and friends of Drake University.
  • #2 pledger on team during employment, generated over $30,000 of contributions, with largest contribution at $15,000.

Education

Bachelor of Arts - Journalism, Print

Drake University
Des Moines, IA
08.2006 - 2010.05

Skills

Adheres to customer service procedures

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Timeline

State Farm DSHD: Second Level Support Specialist

RandstadUSA
06.2023 - Current

Deployment Services Help Desk Associate

RandstadUSA
10.2014 - 06.2023

Scorer

MetriTech Inc.
02.2013 - 05.2013

Customer Care Representative

Afni Inc.
05.2010 - 08.2012

Pledge Campaigner

Drake Outreach Group
09.2008 - 12.2009

Bachelor of Arts - Journalism, Print

Drake University
08.2006 - 2010.05

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KIMISHA CHAMBERS