Customer Service Representative

**** ******* *****, **** ******, Maryland ***** · 410-***-**** · adtvta@r.postjobfree.com

Kimberly A. Christian- Kilby

Objective

To be engaged in a challenging position within an energetic organization that will allow me to utilize and continue to build on my 35+ years of customer service experience.

Work Experience

Pandora Jewelry LLC Columbia, MD

Customer Experience Present

Managing B2B and B2C phone queues and emails for both departments. Providing the Customer Experience and value for the pandora product.

Senior Customer Service Representative Apr. 2011-Present

Responsible for building and maintaining customer satisfaction by proving valuable product and service information and resolving product and service problems. Works with Customer Service Supervisor to coach Customer Service Representatives achieving elevated customer satisfaction.

Build and maintain strong customer relationships by communicating clearly and directly with customers and staff

Assist the Customer Service Supervisor in handling more challenging customer concerns.

Coach and mentor less experienced CSRs; provide telephone training for new hires

Enter orders in Microsoft Dynamics Great Plains that are faxed, emailed or phoned within 24-48 hours of the orders arrival.

Obtain and evaluate all relevant information to promptly handle and resolve customer inquiries.

Promptly resolve customer complaints, i.e. determine the cause of the problem, expedite correction or adjustment, and coordinate with accounting and/or shipping, and follow-up to ensure resolution and satisfaction.

Direct requests and unresolved issues to the designated resource.

Record details of inquiries, comments and complaints as well as details of actions taken.

Communicate and coordinate with internal departments

Accept personal accountability for work by initializing all transactions and owning up to errors.

Customer Service Representative Nov. 2007-Apr. 2011

Management, monitoring and directing of incoming customer calls. Assess issue/inquiry and handle or redirect appropriately, focusing on the experience for the customer.

Order intake and processing, including future ship date orders

Provided assistance to sales representatives, in whatever capacity necessary.

Assisted with the management of consumer/customer emails.

Trained potential new customer service representatives.

Chip Smyth Jewelry Ellicott City, MD

Sales, Office Support Sept. 2006-Oct. 2007

Retail sales – had direct interaction with customers to demonstrate and sell entire jewelry line. Followed up with thank you notes to maintain good customer service.

Maintained and reviewed reports for customer follow up and for sales figure projections.

Followed up with customers via phone.

Education

Centennial High School, Ellicott City, MD 1979-1983

Continuing Education

Build and Strengthen Customer Service Seminar – 1997

How to Handle Irate Customers in Customer Service – 1998

How to Educate Customers on the Facts of Safe Tanning – 2001

Software Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), AX, Cloud, The Edge Software, Microsoft Dynamics GP

References available upon request

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