Customer Service Sales

KIMBERLY R. HILL

**** ***** **, *** ***-A ( Parsippany, NJ 07054

(C) 973-***-**** ( (H) 973-***-**** ( **************@*****.***

CUSTOMER SERVICE EXCELLENCE / OPERATIONS / TRAINING & DEVELOPMENT

Resourceful, innovative and results-focused Customer Service professional

with over 19 years of successful experience in positions of increasing

responsibility and duties. Advanced understanding of customer needs with

diligent attention to detail, resulting in superior customer service and

high levels of client satisfaction. Proven track record in improving day-

to-day activities within a customer service/sales call center environment

in the telecommunications industry. Dedicated to achieving customer

excellence in myself and others with extensive expertise in coaching,

mentoring, and developing call center associates and management

personnel.

Core competencies include:

Customer Service & Quality Staff Training and Development

Assurance Customer Retention Strategies

Corrective Action Clear & Concise Communication

Complex Issue Resolution Skills

Professional Experience

VERIZON COMMUNICATIONS, Livingston, NJ 1993 to Aug 2012

Workforce Management Team Leader (2011 to Aug 2012)

Supervisor overseeing workforce requirements for two NJ Consumer Sales

and Service Centers and support of 5 call centers statewide. Managed call

routing and scheduling to ensure incoming calls were answered timely and

within regulated requirements.

. Improved call handling efficiency to reduce average contact handling

time by 20 seconds in 1Q12, which resulted in fewer calls being

handled by vendor, saving $100k in operational expenses.

Customer Care Senior Analyst (2009 to 2011)

Regional point of contact, responsible for creating and planning business

strategy to ensure Call Centers exceeded corporate customer satisfaction

indexes. Focused on identifying performance gaps and implementing

strategic initiatives to ensure the optimal customer experience, promote

transaction reduction, and improve first call resolution.

. Drove significant improvement in customer satisfaction and call

efficiency results throughout NJ Call Centers; 30% lift in customer

feedback survey results (NPS), exceeded first call resolution

objective by 9%, customer complaints were reduced by 23% and 13%

reduction in internal departmental transfers.

. Conducted root cause analysis on customer satisfaction surveys and

worked with call center management to create development plans and

corrective action strategies.

. Developed new quality compliance requirements for management that

resulted in double digit improvement in customer satisfaction index

results and was later rolled out across other regions.

. Provided daily/weekly/monthly executive level reporting and readout of

channel results

Training Specialist (2004 to 2009)

. Designed, developed, and managed Verizon leadership training programs,

focusing on fundamental skills for new managers of the Consumer and

Small Business Sales and Service centers nationwide.

. Provided initial training to new hire consumer customer service

consultants.

Quality Assurance Specialist (2000 to 2004)

. Monitored calls throughout 25 call centers in Mid-Atlantic footprint

and provided feedback on performance standards; ensuring quality

service, sales productivity and call efficiency.

. Audited call center personnel's transactions with customers, including

documentation on payment activity, account review and processing of

credit adjustments to ensure accuracy.

. Conducted calibration sessions with call center management to ensure

adherence to corporate standards.

Customer Support Specialist (1998 to 2000)

Consulted with 50+ residential customers daily, genuinely building

rapport and trust, identifying service gaps, promoting telecommunications

enhancements and effectively negotiating sales. Focused on providing

outstanding service, customer retention and contributing to Verizon's

reputation as an industry leader. Discussed, investigated and resolved

problems associated with billing discrepancies, service and payment

inquiries, and wrote service orders.

. Provided customer support in resolving issues resulting from

dissatisfied customers and handled escalation of customers that could

not be resolved by call center consultants.

. Appointed to serve as trainer, coach and mentor to newly hired

consultants.

. Achieved a variety of commendations and awards for outstanding

customer service.

. Provided back-up supervisory support and handled escalation of

customers that could not be resolved by call center consultants.

. Coached consultants on correct method and procedures, system

applications, accurate service order issuance and miscellaneous

subjects.

TECHNICAL SUMMARY

Experienced in Microsoft Office Suite - Word, Power Point,

and Excel;

Proprietary applications for workforce management and reporting

(AVAYA, CMS, IEX3)

Contact this candidate