Customer Service Sales
Resume:
KIMBERLY ERVIN
Long Beach, CA *****
******@*****.***
Accomplished Sales / Customer Service Professional with extensive experience in Call Center, Workforce Management and Procurement Operations . Delivers excellent customer service, recognized for ability to build, motivate & develop high-performing teams to accomplish challenging goals in a fast-paced, deadline-driven environment. Leads by example with strong work ethic & commitment to quality - that effective person who can achieve results quickly & cost effectively.
Knowledgeable about process redesign & business process improvement methodology to accelerate operational
productivity. Strong analytical, organizational, verbal & written communication and relationship-building skills.
Able to work independently and exercise excellent problem-solving & decision-making skills with minimal
supervision. Recipient of awards for outstanding customer service.
EXPERIENCE
WW Grainger, Long Beach CA 9/2005 – 7/2016
Fortune 500 business to business distributor of products used to maintain, repair and operate facilities.
Customer Service Sales Team Associate 3/2013 -7/2016
Established relationships with Sales Team and Fortune 500 companies through specialized Email Channels. Selected by Leadership to to participate in various CI studies to streamline work flow in processing customer request and achieved a 99% accuracy rate.
Selected to partner with 3 peers to develop and maintain spread sheets on account specifics on the top 100 local accounts. Results achieved within 6 months time was an enhanced accuracy rate from 95.6 % to 98.9% by standardizing processes and streamlining Best Demonstrated Practices throughout the Western Region
Ran Ad Hoc reports and tracked results to determine root cause of missed oppurtunities, analyzed reports and addressed errors
Took 100 + incoming calls daily resolved escalated issues and provided customers viable solutions.
Monitored Min/Max levels for specific customers offered solution based on usage
Cut PO’s, followed up with vendors on availbiliity of sourced items
Work Force Management Sales Team Lead 9/2005 – 3/2013
Forecasted and reported call volume based on agent headcounts. Tracked and reported Adherence, Call Handle Time, productivity and proficiency. Analyzed and reported historical data and trends to develop forecast models, determine volume trends, manage call flow, provide schedules input adjustments in timely manner
Increased /decreased staffing levels to meet company established goals
Monitored real time Adherence Alerts ensuring phones were staffed to cover company required metrics
Generated daily team reports to review and compare staistical datafrom previous days
Participated in forcasting meetings. Developed accurate forecasts for short and long term forecasts.
Managed daily exceptions and coding to ensure daily performance is accurately reported
Lead of esclation team to resolve escalted issues
Office Depot Business Service Division Signal Hill CA 4/1998 - 9/2005
Call Center Customer Service Manager
Responsible for managing a team of 25 employees. Motivated, led and developed a Customer Service Team to
the successful implementation of Corporate Policies, Sales Objectives and Customer Satisfaction Goals.
Monitored daily Adherernce reports, provided feed back on productivity and quality
Observed individual customer service delivery by each staff member and coached for improvement, achieving 98.5% customer satisfaction ratings quarterly for 6 years
Participated in Call Calibrations to improve policies and Best Practices
Appropriately allocated resources to handle incoming customer calls for National Accounts Customers, successfully responding to 95% within 20 seconds, easily achieving corporate customer access goals for 6 consecutive years
PRIOR RELATED EXPERIENCE
United States Navy - Honorable discharge
EDUCATION
Manuel Dominguez High School
ADDITIONAL TRAINING
Numerous courses on Leadership and Management Skills
Valuing Diversity, Effective Speech,
SAP, ACD, CAD, BluePumpkin, Verint, AS400, Impact 360 Outlook
Microsoft Office: MS Word / Excel / PowerPoint, Cronos, EDI
How to Give Excellent Customer Service
Coaching for peak performance
COMMUNITY INVOLVEMENT
Red Cross Military Family Services
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