Customer Service Technical Support

FONETAE N. KIMBRO

OBJECTIVE

Customer service Professional with strong analytical and

administrative skills, following standard operating procedures to ensure a satisfactory guest. To have a long term stable position utilizing the background and experience attained to provide professional commitment to the employer. Provide exceptional service and create the ultimate level of client satisfaction and retail and insurance industries, partnering with outside departments to ensure that customers has a seamless experience.

EXPERIENCE

Omni Interaction Philadelphia, PA

REMOTE CUSTOMER SERVICE REP. 12/2021 - Present

Inbound phone and video customer/technical support, Handle technical support questions via phone,with video capability.

Research, analyze and determine an appropriate course of action for clients,Troubleshoot accounts such as passwords, locked accounts. Interact with customers via phone focusing on software navigation questions as well as assisting customer with locting prior years returns and amendments.Transfer calls to correct department ex: Live tax experts, quickbooks, etc.

Serve as ambassador for the client's brand, take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.

Document all issues, resolution and follow up action, build rapport with customers, give knowledge on next phase of taxes.

Allied Universal Malvern, PA

SECURITY OFFICER 08/2018 - 03/2019

Greeted customers, review identification into database Provide customer service to our clients by carrying out safety and security procedures, site-specific policies and when appropriate, emergency response activities

Respond to incidents and critical situations in a calm, problem solving manner. Conduct regular and random patrols around the business and perimeter, answer questions

Review and log reports on incidents, report lost and founds Report any suspicious activity, communicate over telephone and hand held radio.

Independence Blue Cross Blueshield Philadelphia, PA CUSTOMER EXPERIENCE ADVOCATE 05/2018 - 08/2018

Answered 50-100 Inbound Calls

Answer questions on Eligiblity of benefits, Ppo plans Hmo plans, give knowledge to customers of their coverage Resolve issues and get claims processed quickly and efficently Staying calm under pressure

Browse between screens to review claims, entering information into CRM. CONTACT

*******@*****.***

267-***-****(mobile)

Philadelphia, PA

SKILLS

• Problem solving skills

• Data Entry skills

• Leadership

• Call center experience

• budgeting

• fast paced

• Sales skills

• Hair Styling skills

• Customer Service Representative

• Inventory experience

• Cashier Clerk

• Listening skills

• Multitask skills

• General clerical skills

• Receptionist experience

• Remote work at home

FONETAE N. KIMBRO

Cubesmart Exton, PA

INBOUND CALL AGENT 10/2017 - 04/2018

Inbound calls from 80-150 a day

Inputting reservations into database

Active listening and answering questions on quotes & storage units Problem solve and transfer call complaints to designated departments to escalate issues for investigation Provided outstanding Customer Service to external and internal Customers. Salon Beautique Ardmore, PA

SALON ASSISTANT 07/2017 - 12/2017

Greeted customers

Applied services as Wash, Shampoo & Draped customers Cleaned service areas as to sweeping, wiping hair off areas wash Laundry loads

Stocked product inventory

Answer questions on behalf of hair care, products, & hair services courteous and respectful to customers

Smith Memorial Playground Philadelphia, PA

CUSTOMER SERVICE REP 04/2016 - 07/2017

Greeted Customer's,Vendors, Visitors

Answered questions on playground via directions

Give information on birthday parties,payment quote, playground seasonal operation hours Monitored children on playground premises

Operated cashier and inventory

Head count during duty and trash walk throughout the playground. General Dynamics Riverview, FL

CUSTOMER SERVICE CALL CENTER

REP

08/2012 -

03/2014

Inbound calls from 50- 100 a day,

Answered questions on Medicare claims and prescription plans Enrolled customers in healthcare plans

Educate & compare healthcare plans

Find solutions on health plans to suite customers satisfaction Problem solve and give quotes on prescription plans Enter scripts, enter database for accurate plans solutions. Css Inc. Margate, FL

SECURITY OFFICER 03/2009 - 07/2012

Guard front gate at a High Rise Condominium

Login visitors, Contractors, and Residents on computer database Review identification on a scanner, enter details into Database Communicating through hand held radios

Written communication on any accidents or activities on shift Answer questions, monitor video surveillance

Guard the back gate that leads to parking lots.

FONETAE N. KIMBRO

Ramada Resorts Inc. Ft. Lauderdale, FL

CUSTOMER SERVICE

REPRESENTATIVE

10/2006 -

03/2009

Handle large Inbound calls from 50- 180 a day

Answer questions on timeshare packages

Verify customer information while entering information in database Sales, vacation and time share packages to new and existing customers Upsell & extend expired packages

Help upper management with training of the new hires and front desk activities. QUALIFICATIONS AND ACHIEVEMENTS

High school diploma 06/20/2003

References are available upon request

Contact this candidate