Service Representative Customer Support

KIMBERLY SIMMONS

*** ******* ****** **********, ** 15234

412-***-**** • ************@******.***

PROFESSIONAL SUMMARY

Results driven business management professional with 7+ years of experience supervising daily operations, logistics, and productivity to optimize the performance and engagement of individuals and teams. Proven track record of increasing employee efficiency, productive workflow, and operational development within an organization. Strategic and conceptual thinker with the ability to execute high levels of problem solving and decision making abilities in a fast paced work environment while maintaining all safety requirements.

RELEVANT EXPERIENCE

CLEANING MAID BEAUTIFUL Coraopolis, PA

Professional Cleaner August 2022 – Present

Perform cleaning duties to maintain private households utilizing products that are non-toxic, eco-friendly and cruelty free.

Clean rooms, hallways, lobbies, lounges, restrooms, corridors, stairways, and other areas to adhere to health standards.

Disinfect equipment and supplies utilizing germicides or steam-operated sterilizers.

Notify management concerning the need for major repairs or additions to building operating systems.

UNIVERSITY OF PITTSBURGH MEDICAL CENTER (UPMC) Wexford, PA (Remote)

Cash Management Reconciliation Analyst November 2021 – August 2022

Analyzed and explained variances between daily deposits of payment at time of service and monitor practices to ensure variances are resolved efficiently.

Evaluated requests for refunds and assessed client accounts to calculate accuracy of refund requests.

Oversaw balances between cash inflow and outflow with multiple banks to ensure all steps are completed within protocol procedures in a timely manner.

UNIVERSITY OF PITTSBURGH MEDICAL CENTER (UPMC) Pittsburgh, PA (Remote)

Refund Specialist October 2017 – November 2021

Researched rejections and investigated problems to resubmit and appeal claims where appropriate.

Monitored progress of appealed claims and communicated provider representative until claim is paid appropriately.

Reviewed detailed claim denial trends and communicated with key stakeholders as appropriate to resolve issues that may prevent payment for services.

Maintained an up to date knowledge of insurance policy, guidelines, and referral and authorization processes.

UNIVERSITY OF PITTSBURGH MEDICAL CENTER (UPMC) Pittsburgh, PA

Customer Service Representative June 2016 – October 2017

Aided customers with complaints and questions in a prompt manner, provided detailed information about products and services, and processed refunds and exchanges.

Maintained a positive and empathetic attitude towards customers at all times when communicating via phone.

Recorded all customer interactions, transactions, comments, and complaints with a goal of ensuring customer satisfaction and providing professional customer support.

TACO BELL Pittsburgh, PA

Shift Manager May 2015 – June 2016

Supervised daily opening and closing operations to ensure all employees comply with company health and safety polices.

Ensured all staff maintained compliance with health, safety, food handling, and hygiene standards when preparing food.

Promoted customer satisfaction with all aspects of the restaurant and dining experience.

Handled customer complaints, resolved issues in a diplomatic and courteous manner.

TACO BELL Pittsburgh, PA

Crew Member, Team Trainer October 2010 – May 2015

Processed transaction and made change for cash payments or accepted credit cards, debit cards, and gift cards.

Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.

Answered customer questions about food preparation and responded to ingredient and allergen concerns.

Entered requested menu items into POS terminal by modifying with substitutions and add-ons to customize orders.

Maintained proper sanitation, health and safety standards in work areas following practices and company requirements.

Completed opening, closing, and shift change tasks following company guidelines.

Operated large-volume cooking equipment such as grills, deep-fat fryers and griddles with caution and according to manufacturer directions.

UNIVERSITY OF PITTSBURG MEDICAL CENTER (UPMC) WESTERN PSYCHIATRIC INSTITUTE Pittsburgh, PA

Mental Health Aide Intern, Merck Summer Intensive Treatment Program June 2014 – August 2014

Provided support to children and adolescents with disabilities in achieving treatment goals by providing encouragement and problem solving techniques, assisting with behavior modification, and coordinating therapeutic activities.

Participated in treatment team meetings to report progress to management as needed.

MOUNT LEBANON AQUA CLUB Mount Lebanon, PA

Swim Instructor June 2008 – September 2010

Created thorough age-appropriate swimming lessons with a focus on technique, endurance, stroke development, and drills.

Engaged with parents and cultivated relationships to create a collaborative swim club environment.

Prepared teaching area for lessons and returned all equipment to storage at the end of the lesson.

Communicated with other lifeguards, instructors, and management on any potential concerns related to the operation of the pool and aquatics programs.

EDUCATION

INDIANA UNIVERSITY Indiana, PA

Bachelor of Science, Business Operations Management May 2016

Concentration: Psychology GPA: 3.40

CERTIFICATIONS

ServSafe Certification

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