Phone Representative Support

KIMBERLY MOON

Las Vegas, NV ***** 954-***-**** ********.****@****.***

ACCOUNT MANAGEMENT & CUSTOMER SERVICE

Success in managing high-value clients in the financial industry.

» Forward-facing leader who represents a corporations’ mission and leverages relationships between payment providers and clients while developing personal relationships with business owners.

» Business-minded account specialist accelerating volume through aggressive strategic planning, key accounts acquisition, and loyalty-driven service.

» End-to-end strategist with a reputation for excelling in highly-competitive environments and ensuring customer service and business relationship survival and growth during economic downturns. EXPERIENCE

BANK OF AMERICA 2017-2018

Client Services Specialist (2017-Present) 20

Phone Representative in a contact center for all aspects of customer service for the Banks “Preferred” credit card clients.

INTUIT 2010-2016

Promoted into positions of higher responsibility, visibility, and complexity throughout tenure. Alliance Partner Manager (2013-Present)

Ensured the corporations’ reputation was maintained by creating strategic business plans to develop and maintain a full business service program, working closely with senior leadership. Delivered an extraordinary customer relationship cycle with new and existing members by cultivating rapport and building mutual trust. Provided support to various teams and projects – balancing multiple projects simultaneously. Handled confidential and critical information while exercising independent judgment to optimize internal processes and procedures.

» Problem Resolution: Proactively identified and solves complex problems for high-value business partnerships through analysis of situations and review of a variety of factors.

» Continuously Improving Processes: Utilized various approaches and methodologies to retain accounts and grow revenue through recommendations gathered from productivity reports, sales efficiency, and competitor information.

» Productivity Business Goals: Recommend contract terms based on situation analysis and provided support for the decommission of three payments platforms.

» Optimizing Client Transitions: Managed large partners through changeovers to other providers, maintaining open lines of communication to ensure as little disruption to their livelihood as possible.

» Large-Scale Document Management: Organized the compilation of decades-worth of documents for offsite storage to complete the decommission.

Service and Support Representative/Check Portfolio (2012-2012) Delivered a world-class consumer experience by providing care-centered financial support for a portfolio of XX clients. Achieved operation goals through keeping up-to-date on all systems and processes, maintaining brand dependability, and creating loyal customers while ensuring key performance indicators were met.

» Staff Training: Selected to educate peers on financial tasks resulting in team’s further effectiveness.

» Cross-functional Communication: Ability to quickly develop rapport and work effectively with individuals from diverse educational, professional, cultural and socioeconomic backgrounds. Kimberly Moon Page Two of Two

» Client Care: Coordinating research for multiple high-value partner business models – answering a steady stream of inquiries while establishing escalations appropriately. Records and Research Representative (2011-2012)

Reevaluated and streamlined the American Express portfolio – partnering with internal departments to provide significant operational efficiency in process.

» Willingness to Learn: Kept current on industry trends and best practices - developed ECHO knowledge to allow support of the Administrative Research.

» Point of Contact: Integral member counted on to solve escalated customer issues on a daily basis that required prioritizing and managing multiple customers and effective communication with across the company and with partner organizations.

» Subject Matter Expert: Earned a reputation for fully understanding diverse internal processes to facilitate communication with customer care team and being able to provide alternatives and solutions to their concerns.

Customer Records Imaging (2010-2011)

Prepared incoming documentation to be scanned for record retention. Downloaded images, indexing and ensuring quality assurance of the hardcopy and electronic image files. Responsible for the detailed review, prepping, and indexing of records - ensuring quality assurance and adherence to the detailed document preparation requirements were accurately followed.

» Researching Multiple Systems: Became well-versed in new tools and equipment for work distribution.

» Record Organization: Monitored all filing duties, ensuring locate and retrieve information was easily accessible and organized according to alphabetical, numerical, coded or other established records maintenance systems.

SALON OF THE OAKS 2009

Office Manager

Promoted the corporate image - providing high level, complex, diversified, and confidential administrative duties to a high-volume, results-oriented salon services company. Booked appointments, managed inventory levels, and handled a variety of transactions and payments including credit, cash, debit, and checks.

• Quality Support & Service: Energized and improved the workflow of the team – acting as the “bridge” between staff and customers – earning trust through face-to-face interactions and ensuring a welcoming environment was maintained at all times.

PRIOR EXPERIENCE

Proved vital in various functions to maintain, manage, and expand quality support offerings to visible and highly respected financial/sales organizations. Prioritized and conducted a heavy workload without direct supervision. Selected to assist with special projects and work schedules. ON TIME BUSINESS PRODUCTS

Customer Service/Sales

Maintained vendor relationships and reconciled account activity for large commercial orders. SIMI VALLEY BANK

New Account Representative & Operations Officer

Promoted from a Representative to the Operations Officer to maintain the complex relationship with The Federal Reserve Bank. Supervised call center for bookkeeping functions and record retrieval. Partnered with executives to implement sales and service model for Merchant Visa/Mastercard program. Kimberly Moon Page Two of Two

EDUCATION

MOORPARK COLLEGE

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