LAURA KIM
Edmonds,WA
Summary
Accomplished Customer Service Specialist with over a decade of experience at the City of Seattle, excelling in technical support and conflict resolution. Proven track record in enhancing customer satisfaction through empathetic communication and process improvement. Adept at training and mentoring, fostering team growth and service excellence. 100% cash handling accuracy in previous roles.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
City of Seattle
Seattle, WA
08.2023 - Current
- Customer Service Specialist with over a decade of customer service expertise specializing in resolving technical, billing, and account-related inquiries with empathy and precision in high-volume environments.
- Served as first point of contact for customers, managing high volumes of inquiries via phone, email, and online channels using ActiveNet systems to ensure timely and effective responses.
- Resolved complex issues related to billing, account management, and city services, sometimes requiring multi-department collaboration.
- Provided empathetic support to a diverse population and adapted communication to meet various technical abilities and accessibility needs.
- Trained and mentored new team members on conflict resolution and efficient work practices, enhancing team capability and service quality.
- Collaborated with team members and worked independently to deliver excellent service to diverse communities, proactively resolving issues to enhance customer interactions.
Electrical Tech Apprentice
City of Seattle
Seattle, WA
08.2016 - 12.2021
- Established working relationships with personnel by delivering electrical services that addressed their needs.
- Evaluated electrical issues, implementing creative and effective methods to solve complex problems.
- Responded to electrical emergencies, adapting to unexpected occurrences in fast-paced environments.
- Tested, validated, and maintained electrical systems, ensuring compliance with industry standards.
- Provided technical expertise to personnel and customers, to recommend safe electrical practices.
- Organized and detail-oriented to be proactive against potential electrical failures.
- Multitasked between multiple jobs/projects, organized, and prioritized tasks to manage time efficiently.
- Demonstrated leadership skills in managing projects from concept to completion.
Recreation Attendant
City of Seattle
Seattle, WA
07.2014 - 08.2016
- Provided information on recreational programs to enhance community engagement.
- Promoted equitable services and guided individuals with needs to overcome structural and systemic barriers.
- Enforced rules and regulations to promote safety and welfare of guests and members.
- Greeted diverse populations while ensuring building security through independent monitoring.
- Monitored customer security and satisfaction regularly to identify customer service opportunities.
- Maintained stock and inventory of equipment by analyzing and tracking data.
Cashier
City of Seattle
Seattle, WA
04.2013 - 08.2016
- Used Point of Sale systems to tender goods and services to customers/clients with a positive, customer-focused attitude.
- Resolved customer inquiries in high-volume environments, ensuring timely and effective support.
- Tracked and provided follow-through and appropriate responses to ensure customer satisfaction.
- Listen and identify customer needs and use effective communication between relevant parties.
- Guided customers through registration and account creation processes via phone, email, and online channels to enhance user experience.
- Uphold company values of equity, inclusion, learning, accountability, and stewardship so that we can each thrive in the workplace.
- Contributed to workplace operations improvement, streamlining processes to enhance overall efficiency.
Merchandise Associate
TJX Companies, Inc.
Shoreline, WA
11.2010 - 06.2011
- Operated cash registers and tendered cash and credit transactions with 100% cash handling accuracy.
- Collaborated with team members to maintain and create visually appealing merchandise displays, attracting foot traffic and boosting sales.
- Maintained clean, organized workspace, enhancing positive shopping experience for customers.
- Provided solutions to various issues and customer needs while abiding by store policies.
- Trained new cashiers on store policies and procedures, ensuring compliance and effective customer service.
Education
Electrical - Inside Wireman Program -
Puget Sound Electrical JATC
Renton, WA06-2020
AA-DTA - Business
Shoreline Community College
Shoreline, WA06-2012
Skills
- Customer support (email, chat, phone)
- Technical Support (problem solving, troubleshooting, technical expertise)
- Interpersonal Skills
- Data Tracking & Analysis
- Data analysis
- Conflict Resolution & Escalation Management
- Customer relationship management
- Process improvement
- Dispute resolution
- Technical problem-solving
- Time management
- Training and mentoring
- Training and development
- Salesmanship
- Collaboration
- Teamwork
- Interpersonal skills
- Active listening
- Empathic communication
- Microsoft Office Suite
- Detail orientation
- Self motivation
- Crisis intervention
- Communication skills
- Written communication
- Crisis management
- Problem-solving
- Conflict resolution
- Planning and coordination
- Flexibility
- Readability improvement
- File and records management
- Verbal communication
- Multitasking
- Revision recommendations
- Planning and coordination
Certification
Manual Quality Assurance Engineering Program, Careerist, 05/01/22
Languages
- English
- Korean
Timeline
Customer Service Representative
City of Seattle
08.2023 - Current
Electrical Tech Apprentice
City of Seattle
08.2016 - 12.2021
Recreation Attendant
City of Seattle
07.2014 - 08.2016
Cashier
City of Seattle
04.2013 - 08.2016
Merchandise Associate
TJX Companies, Inc.
11.2010 - 06.2011
Electrical - Inside Wireman Program -
Puget Sound Electrical JATC
AA-DTA - Business
Shoreline Community College