Customer Service Representative
Resume:
Kim Grunkemeyer
Email: *********@********.***
Address: *** ****** ***
City: Gahanna
State: OH
Zip: 43230
Country: USA
Phone: 614-***-****
Skill Level: Experienced
Salary Range: $50,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
KIMBERLY M. GRUNKEMEYER
235 Benton Way
Gahanna, Ohio 43230
******@*********.***
EMPLOYMENT HISTORY
2002 to Abbott Nutrition / A Division of Abbott Laboratories, Columbus, Ohio
current A leading manufacture of adult and pediatric medical nutritional formulas
WORKFORCE MANAGEMENT ANALYST
Responsible for forecasting call volume, overseeing the phone schedule, and managing adherence to the schedule on a real-time and historical basis.
Captures and organizes call volume and trends, creates and adjusts forecast of call volume, service levels and handle time based on historical data.
Monitor adherence to the Contact Center schedule and oversee and approve all schedule exceptions.
Completes extensive performance and variance analysis and prepares related reports. This include providing analysis of daily, weekly, monthly, quarterly, and annual performance results; preparing statistics and reports for Management; analyzing variances in order to identify scheduling gaps and develop solutions to address them.
Performs intra-day management to make real-time decisions to minimize hold times, meet service levels, and achieve staffing goals within the Contact Center.
Have an in depth understanding of the I3 phone and Verint systems. Serve as point of contact to resolve system issues as they arise.
Manage the daily activity involved in maintaining all required configuration, system and user settings for Verint Workforce Management, Scorecard and I3 software. Manage the I3 VRU and call routing.
Establish and maintain communication channels regarding events that impact call workload.
Collaborate with other departments, contact center staff, and customers to identify opportunities for improvement in resource utilization.
Assist in running all reports required to create Dashboard report for Senior Management.
Provide process improvement and training recommendations to management and execute recommendations.
Participate in user group and conferences and share key learnings.
Participate in Contact Center project work focused in implementing new systems/process within the Contact Center.
SENIOR Regional Customer Service Representative
Order Management Team:
Assist Team Leads with coaching of new hires and team development
Initiate system access requests for new hires
Assist with escalated issues.
Resolve pricing and weight discrepancies
Complete phone schedule for the department.
While also maintaining staffing for call offs and making sure staffing is filled by other co workers.
Manages Average Handle Time of under :30 seconds
Interview Hire of New Hires and Contracts
Regional Customer Service Representative III
A/R Management: Exhibit good A/R management skills:
Process all AES sales documents correctly.
Resolve deductions: Identify claims, request back-up and resolve in a timely manner.
Follow proper procedures for write-offs, balance outs, ZOOM and bracket overrides.
Demonstrate proper pre-warning and hold procedures.
Utilize CID database along with weekly Monarch and Bundle reports to establish priorities.
Regional Customer Service Representative
Provide superior customer service, while placing orders, resolving issues with internal and external customers.
Order entry, Process all orders correctly, manage orders to prevent any late deliveries
Communicate All pertinent account information to customers, team members, sales force and management
Work effectively and cooperatively with team members. Establish and maintain good working
Relationships with internal and external partners to facilitate the accomplishment of goals.
Duties within the department I work, lead up the birthday project, plan by monthly birthday parties for all of healthcare markets. Help lead in the activities for the department to facilitate the fish philosophy (have fun and play), Bulletin Board for the team have department information along with individual information. Using my creative talents.
1990 to 2001 Victorias Secret Direct, Columbus, Ohio
A direct retailer of specialty womens apparel with annual sales in excess of $3 billion.
MERCHANDISING RESOURCE COORDINATOR 1996 to 2001
Created and implemented on-brand visual merchandise displays, which supported learning and invited self-education.
Created signage that is informative and focused on helping associates understand more about fashion trends and suggestive selling opportunities.
Updated desk reference sets and offices with new catalogues and other new/revised reference information.
Completed stock pull request forms and return merchandise to distribution center for incentive programs; focused product displays new catalogue drops.
Worked with peers across sites to ensure consistency in standards while assisting trainers as needed for special events.
MERCHANDISE SPECIALIST 1994 to 1996
Utilize extensive product knowledge to provide detailed and accurate information to internal and external clients.
Organized and prioritized responsibilities to meet deadlines.
Divided and distributed work among associates within department, fax sheets, merchandise
Trained internal associates on new merchandise for upcoming catalogues.
FASHION CONSULTANT-SALES REPRESENTATIVE 1990 to 1994
Handled incoming customer calls in a timely manner while maintaining company expectations.
Answered questions about merchandise from prospective clients.
Assisted in making suggestions about wardrobing merchandise.
Updated and verified client information.
EDUCATION
Graduate, Gahanna Lincoln High School, Gahanna, Ohio
Kimberly M. Grunkemeyer
Verint / Impact 360
Interaction Supervisor
Sap/ New upgraded system
ACTIVITIES
Columbus Reads program
Adopt-a-School program
Cheermongers
GMI Project
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