Customer Service Representative

Kimberly Hearnlaye

** **** ****** *******, ** ***10

508-***-**** ****************@*****.***

Objective

Motivated individual looking to manage customer care team. My goal is to bring my passion for customer service to promote positivity for effective employees and encourage success of our customers and business.

Skills

Customer Service

Communication skills

Training

Ability to Multitask

Coordination

Quality Assurance

Work Experience

LendingClub Bank

March 2017 – Present

Senior Innovation and Execution Specialist

Conduct thorough 2-week onboarding training for all new hires

Work with Operations Manager to ensure complaints are fully investigated and provide solutions to remedy

Offer specific training programs to help employees maintain or improve job skills

Develop training procedure documentation and materials, such as handouts or E-learnings

Write process documents for all operations procedures housed in Confluence managed by PolicyTech

Communicate with banking partners to ensure processes are compliant with federal regulations

Actively manage and develop the performance of employees, including metrics

Provide trend data during monthly business reviews

Support Operations department

Manage and perform remedial training for clients out of compliance with Provider Agreement

Routine and non-routine analyses of queried data and complaints

December 2021- Present

Supervisor Assistant

Coordinate and schedule daily/monthly activities of team members

Set Priorities for team performance goals such as Quality, Adherence, Average Handle Time and Service Levels

Daily reporting of metrics provided to the operations manager

Handle escalations in a timely manner and manage until complete

Identify operational problems in processes

Provide coaching and feedback to team members

Promote moral and development for team

Provide overflow call and chat coverage during high volume contact times

Conduct interviews with new hires and provide input towards hiring new personnel

March 2016 – March 2017

Operations Specialist

Consult with customers to verify financial and credit transactions

Inspect and review verification documentation to determine validity; to reduce and report fraudulent activity

Conduct fraud and risk verification for onboarding providers

Process refunds for clients through banking partners

March 2015- March 2016

Customer Service Representative

Assist customers by telephone and email to provide information about products or services, take applications, or obtain details of complaints

Check to ensure that appropriate changes were made to resolve customers' problems

Aid Customer Advocacy team with chat, email, and phone calls

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Train and coach new hires to the Customer Service role

Ricoh USA

May 2011- March 2015

Customer Service Dispatcher

Oversee all communications within specifically assigned territories

Prepare daily paperwork and run schedules

Maintain client relationships to ensure satisfaction

Art’s Towing

August 2006 – Present

Dispatcher

Monitor personnel or equipment locations and utilization to coordinate service and schedule

Determine types or amounts of equipment, vehicles, materials, and personnel required, according to work orders or specifications

Confer with customers or supervising personnel to address questions, problems, or requests for service or equipment

Enter invoices for billing and payroll purposes

Manage notification process to vehicle owners to follow state regulations

May 2008- May 2011

Dispatch Supervisor

Onboard and train new dispatchers

Provide training to drivers for different types of paperwork per client

Manage team of 5 dispatchers including schedules and time off requests

Deescalate irate situations

Liaison for business clients

Education

Blackstone Valley Technical High School, Upton Ma

High School Diploma, 2007

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