Kymberlee Shields
Tarrs,PA
Summary
Customer service professional with a background in order management, patient support, and live chat communication. Handles phone and email requests with care, enters updates accurately, and works with sales, warehouse, and transportation teams to support smooth service.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Performance Food Group, PFG
Mt. Pleasant, PA
06.2025 - Current
- Responded to phone and email inquiries from restaurant and institutional customers, providing clear solutions.
- Managed customer order processing for PFG food distribution accounts, ensuring timely fulfillment.
- Coordinated delivery schedules with sales, warehouse, and transportation teams to optimize order delivery.
- Entered order updates, credits, and returns in company systems.
New Patient Customer Service Agent
Advanced RX, LLC
Fort Washington, PA
02.2024 - 06.2025
- Guided new patients through ordering first compounded medication, ensuring clarity and understanding of the process.
- Provided guidance on proper medication usage techniques, enhancing patient adherence and safety.
- Collected allergy information and directed patients to the Pharmacist for follow-up, facilitating timely care.
Remote Customer Service Representative
NiSource Columbia Gas Virginia
Smithfield, PA
02.2021 - 02.2024
- Joined inaugural founding team to develop and launch Live Chat functionality, enhancing customer support options.
- Consistently met or exceeded performance metrics, resulting in an offer for upskilling and increased responsibility.
- Contact: Michael Nuccetelli - 724-317-5527
Sleep Expert
Sleep Number
Greensburg, PA
10.2019 - 02.2021
- Delivered individualized customer experiences to help identify optimal sleep solutions.
- Managed store operations, ensuring smooth opening and closing, maintaining displays, receiving inventory, and achieving sales goals.
- Contact: Travis Ankrom - 724-961-3337
Customer Service
Cigna Health
Pittsburgh, PA
10.2018 - 04.2019
- Resolved customer service issues in an efficient manner.
- Received and processed incoming customer service calls.
- Received customer inquiries and provided excellent customer service.
- Resolved coverage issues, processed refill orders, and coordinated data requests from doctors.
- Contact: Sue Casey - 412-609-5515
Store Manager
Sleep Number
Tarentum, PA
02.2014 - 08.2017
- Promoted to Store Manager after one year by consistently meeting or exceeding sales goals.
- Increased store profitability significantly, elevating store ranking from last to 3rd place district-wide.
- Contact: Michael Snyder - 440-328-5956
Library & Art Teacher
Armbrust Christian Academy
Armbrust, PA
09.2005 - 06.2012
- Reorganized library for compliance with Dewey Decimal System, enhancing accessibility for students.
- Led Yearbook and Photography Teams in addition to teaching responsibilities.
- Contact: Bettyjean Sweitzer - 412-558-5320
Education
Bachelor of Science - Interior Design
Indiana University of Pennsylvania
Indiana, PA12-1990
Skills
- Customer service and support
- Live chat support
- Call center operations
- Data management
- Data entry accuracy
- HIPAA compliance
- Medical terminology knowledge
- Microsoft Office
- Microsoft Word and PowerPoint
- Microsoft Outlook expertise
- Windows proficiency
- Computer literacy
- English language skills
- Phone etiquette
- Customer retention
- Communication skills
- Office suite proficiency
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Performance Food Group, PFG
06.2025 - Current
New Patient Customer Service Agent
Advanced RX, LLC
02.2024 - 06.2025
Remote Customer Service Representative
NiSource Columbia Gas Virginia
02.2021 - 02.2024
Sleep Expert
Sleep Number
10.2019 - 02.2021
Customer Service
Cigna Health
10.2018 - 04.2019
Store Manager
Sleep Number
02.2014 - 08.2017
Library & Art Teacher
Armbrust Christian Academy
09.2005 - 06.2012
Bachelor of Science - Interior Design
Indiana University of Pennsylvania