KIMISHA CHAMBERS
Normal,IL
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 - 05.2010
Skills
Adheres to customer service procedures
Strong problem-solving aptitude
Time and Call Management
Documentation and Reporting
Email Handling
Analytical Thinking
State Farm Software: ENIC, SFKB, AIM, SKIL, ServiceNow
Microsoft Windows and Office
Customer service expert
Technical Troubleshooting
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 - 05.2010