Kymm Hickey
Customer Service
San Diego,CA
Summary
Customer Service Representative with 30+ years of experience bringing top-notch skills in oral and written communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Implementation Specialist
Staples Technology Solutions
Remote
10.2022 - 07.2023
- Ensured customer satisfaction through the proper implementation, order management, and ongoing maintenance of the customer's engagement with Staples Technology Solutions
- Worked with sales in providing product knowledge, sourcing, pricing, and availability
- Understood key technology process for sourcing, order fulfillment, and project management
- Understood the logistics on sourcing product into stock and shipping per customer expectations
- Worked directly with Project Management, engaged vendor partners, and worked with cross-functional departments
- Ensured the customer's inquiries, research and response was in a timely manner
- Created requested reporting for customer forecasting.
Senior Service Representative
Staples Technology Solutions
Remote
07.2019 - 10.2022
- Focused on vendor relationships, product inventory, escalations, and project tracking
- Implemented processes and procedures for the Customer Service Team
- Supported Sales and Technology Account Consultant partners in creating and implementing documentation on specific customers
- Hosted meetings with the Customer Service Team to rollout new processes
- Processed monthly QAs on Customer Service Representatives
- Worked with Team Managers to coach and mentor CSR's who may need a little more direction and guidance
- Partnered with my counterparts on next steps and what we can do to better support out CSR Team, our internal partners, and customers.
Customer Service Representative
Staples Technology Solutions
Remote
02.2017 - 07.2019
- Provided support to our internal and external customers to meet deadlines
- Pursued to build strong customer relationships
- Processed incoming orders
- Created returns for our customers
- Followed up and tracked outgoing shipments
- Provided reporting and worked special projects as needed.
- Sought ways to improve processes and services provided.
- Offered advice and assistance to customers, paying attention to special needs and wants.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems in a timely manner.
- Updated account information to maintain customer records.
Education
Business Administration -
Grossmont College
01.1988
Skills
- Strong Communication Skills
- MS Word, Excel, PowerPoint
- Active Listener
- Flexible and Adaptable
- Ability to Adapt to Change
- Problem Solving Capability
- Workflow Management
- Detail Oriented
- Positive and Encouraging Attitude
- Training & Coaching
- Implementation of Processes
- Time Management
- Customer Service
- Organizational Skills
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Work-life balancePaid sick leaveHealthcare benefitsCareer advancement401k matchCompany CulturePaid time offTeam Building / Company RetreatsFlexible work hoursPersonal development programsWork from home option4-day work weekCertification
CA Insurance Certification for Life, Health and Accident.
Completed in 2024.
Timeline
Customer Implementation Specialist
Staples Technology Solutions
10.2022 - 07.2023
Senior Service Representative
Staples Technology Solutions
07.2019 - 10.2022
Customer Service Representative
Staples Technology Solutions
02.2017 - 07.2019
Business Administration -
Grossmont College
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