Kim Shores

Lakeville, Minnesota *****

952-***-****

adxbtm@r.postjobfree.com

Linkedin Profile: www.linkedin.com/in/kim-shores-ab9768a1 Qualifications: 15 years of business, banking, and administrative experience with roles in, Project Management, IT, Sales, Marketing, Customer service, Banking operations and medical administration. 12 years of IT hardware/software support. Excellent conflict resolution experience and skills. Professional demeanor and strong service orientation. Highly motivated and desire to excel. Summary of skills

Excellent soft skills Highly organized and detailed Relationship building experience Ability to multi-task Experience in PowerPoint, Word and Excel 15 years of banking background Strong time management skills Leadership background and skills Work Experience

Senior Escalations Representative

April 2021 to present

Wells Fargo - Shoreview, MN.

• Intake and research of escalated complaints within the Enterprise Complaints Office

• Identify if the case is scored appropriately and correcting if needed

• Follow all regulatory guidelines and internal policies, Risk and Enterprise Compliance

• Address complaints in a timely manner by phone or email

• Ensure that all the required research documents are attached to all cases

• Assigned project by leadership to be a part of developing training material for SBL line of business

• Assigned project by leadership to provide assistance with case work distribution and assignments

• Serve as a subject matter expert and assist with training

• Achievements: Recognized as one of the top performers, closing over 30 cases in a month IT Support Specialist Tier 3

Jan. 2013 to March 2021

Blue Cross Blue Shield of Minnesota – Eagan, MN.

• Assist customers with software support for over 1000 applications

• Address software installs and application errors

• Trouble shoot hardware issues, on computers, monitors, keyboards, smart phones, and printers

• Asset customers at the Walk-up Support Desk

• Trouble shoot connectivity issues with VPN, VIP and WIFI

• Handle heavy call volumes at times

• Escalate outages in a timely manner

• Train and coach new employees

• Create and edit training material

• Assigned project to lead and test the new CHAT feature

• Assigned special project to coordinate and schedule the replacement and set up of 300 new laptops

• Achievements: Recognized for identifying needs for process improvement and making suggestions to Leadership IT Team Lead/Analyst/Quality Assurance

Sept. 2008 to Jan. 2012

Regis Corporation – Edina, MN.

• Assist, train, and coach 20 plus IT technical support analysts

• Wrote training materials and added training documentation to knowledge base system

• Assigned project to improve Quality Assurance on the IT Service Desk

• Monitor calls for training and quality assurance

• Troubleshoot POS, (point of sale) hardware issues and assist salons with procedural tasks

• Achievements: Promoted to IT Team lead only after 2 years of employment. And assigned to be Project Team lead for Quality Assurance plan

Inside Sales Representative

Dec. 2007 to June 2008

Delta Dental – Eagan, MN

• Call on dentists across the country to introduce new PPO insurance plan. Aggressive approach and expectations include 100 calls per day. Make sure dentists meet HEPA guidelines

• Achievements: Became skilled at dental codes and terminology. Quickly learned new tasks with little training Fleet Services Assistant

Jan. 2006 to Aug. 2007

Dart Transit/ProStop Service Center – Eagan, MN.

• Assist the credit department with office duties. Review applications requesting approval to drive OTR semi-trucks

• Pull credit report reviews, track, and send to banks forapproval

• Assist communications area with truck driver health newsletter

• Achievements: Came up with idea for specific health newsletter for truck drivers. Assigned task to come up with topics and creative writing for the health newsletters, (samples available) Logistics Assistant – (contract position)

Aug. 2005 to Dec. 2005

Kuehne & Nagel – Eagan, MN.

• Assist Logistic area with daily tasks. Work with country and shipping codes. Heavy workload on a daily basis

• Achievements: Assisted in training new hire after only 4 weeks on the job Executive Assistant/Sales

Sept. 2004 to Jan. 2005

Prosadvantage – Prior Lake, MN.

• Assist CEO with sales and marketing. Prospect and qualify leads. Research on copyright law and register company

• Achievements: Advised CEO on how to better market by adding more graphics coupled with ways to get better recognized in the search engines

Bank Teller

Feb 2003 to Nov. 2004

US Bank – Burnsville, MN

• Provide sales and service and referral of bank products. Research and resolve client account concerns. Process transactions for clients

• Achievements: Approached by Merchant Services Manager for sales project. Received bonus for exceeding job expectations Sales Associate

Aug. 2001 to May 2002

TJ Maxx – Burnsville, MN.

• Provide friendly service at the return and jewelry counter. Recovery and closestore

• Achievements: Advised Senior Management on a well-received and implemented plan to improve stores overall image and appearance

Other related experience: 15 years of banking experience in the following areas: Customer Service/Teller, Commercial Loans and Merchant Services.

Education

Metropolitan State University

B.A. in Public Relations

Communications, minor GPA 3.0

National American University

Associate Degree in Business Administration - Travel Diploma

Contact this candidate