Paula Kilbourn
Summary
Focused Customer Service Specialist offering in-depth experience in relationship building, account retention and profit channel growth. Self-motivated leader with expertise in expanding network connections, introducing products and educating clients. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
35
35
years of professional experience
Work History
Clerk
United States Postal Service, USPS
07.2021 - Current
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
Customer Service Specialist
AT&T Wireless
07.2008 - 01.2010
- Resolved average of 200 inquiries per day to consistently meet performance benchmarks, including speed, accuracy and volume.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
Sales Manager
Self Employed Web - Ebay
04.2001 - 07.2008
- Developed and implemented new sales strategies to update product lines.
- Catapulted $3000 monthly sales, resulting in approximately $36,000 in yearly revenue as an entrepreneur.
Customer Service Specialist
Bank of America
02.1996 - 06.2000
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Handled calls from primary representatives not certified to resolve complex account issues or difficult customers.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Filed Reg E reports to resolve account fraud issues and recover losses for clients in a timely and respectful manner.
Analyst
University Of Washington
01.1990 - 12.1995
- Exceeded customer satisfaction by finding creative solutions to problems.
- Facilitated student sign up and confirmation of services during open enrollment on campus and ensured accuracy.
- Provided effective resolutions to service issues and escalated problems to facility technicians when needed.
Education
Associate of Arts - Legal Assistant
Edmonds Community College
Lynnwood, WACertificate - Medical Assisting
Pima Medical Institute
09.2010
Skills
- 8 JD Power Awards for "Excellent Customer Service"
- Problem-solving expert
- Customer advocate
- Banking regulations specialist
- Active listening
- Subject matter expert
Experience
Medical Assistant
Customer Service Representative
Education and Training
Edmonds College Lynnwood, WA
Associate of Techincal Arts
Contact
34816 1st Ave S A505 Federal Way, WA 98003
Timeline
Clerk
United States Postal Service, USPS
07.2021 - Current
Customer Service Specialist
AT&T Wireless
07.2008 - 01.2010
Sales Manager
Self Employed Web - Ebay
04.2001 - 07.2008
Customer Service Specialist
Bank of America
02.1996 - 06.2000
Analyst
University Of Washington
01.1990 - 12.1995
Certificate - Medical Assisting
Pima Medical Institute
Associate of Arts - Legal Assistant
Edmonds Community College
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