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Hi, I’m
Terese Kimes
Dickson,TN
Summary
Proven to excel in fast-paced environments, I leveraged my upselling prowess and empathy to become the top seller nationwide for DirecTV at Teleperformance USA. Adept at both team collaboration and independent work, my career spans roles from Factory Production Worker at Tennsco to Fraud Analyst, consistently exceeding project milestones and customer expectations.
Overview
15
years of professional experience
Work History
AT&TBristol, TN
Customer Care Representative
03.2017 - Current
Tennsco
Factory Production Worker
04.2024 - 08.2024
Job overview
- Used equipment properly to avoid workplace hazards or injuries.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Stocked and replenished parts used on assembly line to maintain consistent supply and inventory.
- Assembled products and components and made proactive adjustments to settings to produce work within tight tolerances.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
Doubletree By Hilton
Housekeeping
03.2022 - 05.2024
Job overview
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Verified cleanliness and organization of storage areas and carts.
- Adhered to professional house cleaning checklist.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Dusted picture frames and wall hangings with cloth.
- Collected trash and moved garbage cans from kitchen areas to pick-up stations.
- Returned emptied garbage receptacles to proper locations.
- Resealed floors with wax and kitchen counters with correct applications to minimize staining and damage.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Washed and put away kitchen dishes, utensils and glassware.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
- Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
- Polished fixtures to achieve professional shine and appearance.
- Handled requests for extra linens, toiletries and other supplies.
- Completed special housekeeping actions such as turning mattresses on set schedule.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
Washington County Detention Center
Kitchen Staff Member
11.2021 - 03.2022
Job overview
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Sanitized dining ware and kitchen equipment according to health code standards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
- Washed, peeled and cut fruits and vegetables by hand and machine and assembled and mixed salad ingredients, gelatin molds and fruit crisps.
- Chopped vegetables, cut up fruit, and prepared sauces when kitchen staff was busy.
- Labeled and stored all food items correctly and checked expiration dates routinely.
- Plated and presented food following chef requirements.
- Transported food items from storage areas to kitchen for prepping.
- Monitored food temperature, discarding items not stored correctly.
- Maintained composure and work quality while under stress.
- Stocked and rotated food items according to expiration dates.
- Reduced kitchen accidents by maintaining high standards of cleanliness and organization.
- Maintained high personal grooming standards and uniform presentation.
- Lifted and carried heavy materials.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Prepared sandwiches, salads and other specialty items according to customer specifications.
- Pushed, pulled and transported large loads and objects.
- Assisted in setting up and breaking down kitchen stations.
Teleperfomance Usa, AT&T
Customer Care Representative
12.2016 - 11.2021
Job overview
- Became top seller in the nation, for the company, for DirecTV and was rewarded with free top-tier package along with cellular service through AT&T. 2017
- Answered inbound calls in a professional and timely matter.
- Kept calls within the allotted time given for each call.
- Up-sold customers multiple products that fit their individual needs.
- Enhanced customer engagement by delivering full customer satisfaction, through empathy, active listening, and customer care.
- Listened to customer needs and desires to identify and recommend optimal products.
- Developed strong rapport with customers and created positive impression of business.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Helped activate add-a-lines, troubleshoot device issues and walked them through troubleshooting issues, and helped customers go over their billing statements and educating them on how our company billing statements worked.
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Documented and detailed calls and complaints using call center's CRM database.
- Coached my team on upselling products to reach weekly sales goals.
Advanced Call Center Technologies LLC, Bank of America
Fraud Analyst
06.2016 - 12.2016
Job overview
- Reviewed individual transactions which appeared customers declared fraudulent.
- Worked well in a team setting, providing support and guidance.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Summarized all key information regarding investigation into detailed report for delivery to fraud investigative team.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Handled high volume of inbound calls per shift.
- Built positive relationships with customers by providing exceptional customer service.
- Always received a 10 star rating and praise from customers who participated in after-call surveys.
Custom Muffler and Brake
Administrative Assistant
10.2014 - 06.2016
Job overview
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created estimates by taking into consideration time, labor and parts costs for vehicle repairs.
- Advised customers on general vehicle condition, work performed and suggested future repairs.
- Maintains vehicle records by recording service and repair tasks, using Microsoft Office software.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office manager/company owner.
- Input data into spreadsheets and databases.
- Monitored and tracked budgets and expenses.
- Calculated and completed employee payroll.
SUBWAY®Restaurants
Sandwich Artist
01.2014 - 10.2014
Job overview
- Greeted guests, promoted specials, and took orders.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Executed sandwich artistry duties with very low occurrence of errors.
- Kept workplace clean and organized in line with restaurant policies.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
Dollar General
Cashier
09.2013 - 01.2014
Job overview
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Worked flexible schedule and extra shifts to meet business needs.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Kmartcorp
Customer Service Cashier
01.2012 - 09.2013
Job overview
- Answered product questions using knowledge of sales and store promotions.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Utilized POS system to handle customer cash and credit card transactions.
- Counted money in drawers at beginning and end of each shift.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed and managed relationships with customers to increase customer loyalty.
- Met customer service goals and exceeded customer expectations.
Fred's Store
Head Cashier
01.2010 - 09.2012
Job overview
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Maintained stock to meet expected customer demand.
- Increased customer loyalty and retention.
- Restocked and organized merchandise in front lanes.
Education
Northeast State Community CollegeBlountville, TN
Some College from Mathematics And Physics
University Overview
- Dean's List Summer and fall semester 2017
- 3.5 GPA
- Presidents honors list
- Honors classes
Johnson County High SchoolMountain City, TN
General Education Diploma from GED
2012
University Overview
- Honor Roll freshman and sophomore year
- 3.5 GPA
Skills
- Upselling
- Housekeeping
- Empathy and interpersonal skills
- Deescalation
- Success driven
- Team player and independent worker
- Etc
Interests
Timeline
Factory Production Worker
Tennsco
04.2024 - 08.2024
Housekeeping
Doubletree By Hilton
03.2022 - 05.2024
Kitchen Staff Member
Washington County Detention Center
11.2021 - 03.2022
Customer Care Representative
AT&T
03.2017 - Current
Customer Care Representative
Teleperfomance Usa, AT&T
12.2016 - 11.2021
Fraud Analyst
Advanced Call Center Technologies LLC, Bank of America
06.2016 - 12.2016
Administrative Assistant
Custom Muffler and Brake
10.2014 - 06.2016
Sandwich Artist
SUBWAY®Restaurants
01.2014 - 10.2014
Cashier
Dollar General
09.2013 - 01.2014
Customer Service Cashier
Kmartcorp
01.2012 - 09.2013
Head Cashier
Fred's Store
01.2010 - 09.2012
Northeast State Community College
Some College from Mathematics And Physics
Johnson County High School
General Education Diploma from GED
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