Remote Service Representative Customer
Resume:
Kimberly Rines
Professional Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Work History
Underguard Teleservices - Customer Service Telephone Agent Rogersville, TN
02/2020 - Current
• Answers calls by utilizing the company's call management system and other software.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Maintains strong call control and quickly works through scripts.
• Pursues opportunities to advance client relations skills and to further enhance client satisfaction in every interaction.
• Upholds privacy and security requirements on all clients.
• Build and maintains a relationship with both internal and external clients.
Small Town Bail Bonds - Senior Bonding Agent
Rogersville, TN
05/2015 - Current
• Paid bonds and submitted documents to court allowing defendants to be released from jail.
• Worked flexible hours; night, weekend, and holiday shifts.
• Confirmed defendant appearance in court and tracked movement.
• Tracked, detained and brought suspects to authorities for failures to appear in court.
• Took payments from customers and issued proper receipt documents.
• Scanned documentation and entered information into databases.
• Initiated phone calls to customers for collections and overdue ************@*****.***
Rogersville, TN 37857
Skills
• Inbound Customer Service
• Account Management
• Customer Complaint Resolution
• Call Center Operations
• Customer relations
• High-energy attitude
• Problem-solving abilities
• Senior leadership support
• Business development understanding
• Office equipment proficiency
• Quality assurance controls
• Inbound and Outbound Calling
• Conflict mediation
• Courteous demeanor
• Clerical support
• Process optimization
• Schedule mastery
• Information Updates
• Billing Inquiries
• File Management
• Customer Service
• Dispute Resolution
• Outstanding Communication Skills
• Microsoft Office
• Inbound Call Management
• Agent Support
• Customer Data Confidentiality
• Sales and Upselling
• Policy and Procedure Adherence
• Billing Adjustments and Refunds
• Administrative and Office Support
• Customer Retention Strategies
• Document and Records Management
• Accounts Payable and Accounts
payments.
Security Finance, Financial Services - Senior Assistant Manager Rogersville, TN
11/2014 - 11/2018
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Delegated work to staff, setting priorities and goals.
• Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
• Coached staff on strategies to enhance performance and improve customer relations.
• Responsible for taking applications and evaluating them to confirm credit worthiness, ensuring proper documentation, explained terms and conditions to the borrower and printed and issued loan checks.
• Experienced in field collecting and maintaining customer confidentiality..
• Handled high amounts of cash each day in fast-paced environment.
• Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
• Input customer data into system, safeguarding financial and personal information to avoid breaches.
Huff Management - Property Manager
Rogersville, TN
11/2011 - 11/2014
• Inspected properties regularly to identify deficiencies and schedule repairs.
• Followed up on delinquent tenants and coordinated collection procedures.
• Completed final move-out walk-throughs with tenants to identify required repairs.
• Maintained original leases and renewal documents in digital and hardcopy format for property management office.
• Verified income, assets and expenses and completed file tracking sheet for each applicant.
• Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs and capital improvement projects.
• Introduced prospective tenants to types of units available and performed tours of premises.
• Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
• Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
• Maintained sufficient number of units market-ready for lease.
• Evaluated and recommended changes in rental pricing strategies to Receivable
• Calm and Professional Under Pressure
• Accurate Recordkeeping
• Customer Implementation Support
• Invoice Preparation and Processing
• Understanding Customer Needs
• Conflict Mediation Abilities
• Cash Counting
Education
Dobyns - Bennett Adult Vocational
Education
Kingsport, TN
Certificate: Administrative Medical
Assistance
Dobyns-Bennett Adult Vocational
Education
Kingsport, TN
Certificate: Business Administration
Dobyns - Bennett Adult Vocational
Education
Kingsport, TN
Certificate: Phlebotomy
05/1994
Cherokee High School
Rogersville, TN
High School Diploma
remain competitive in market.
• Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
• Solicited and analyzed bids for repairs, renovation and general maintenance.
• Reviewed completed applications and assessed household information against file history and program regulations.
• Maintained thorough, accurate and compliant records for internal and regulatory audits.
• Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
Covington Credit - Assistant Manager
Rogersville, TN
03/2010 - 11/2011
• Mentored staff to enhance skills and achieve daily targets, using hands- on and motivational leadership.
• Collaborated with store manager to develop strategies for achieving sales and profit goals.
• Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
TitleMax Title Pawns - Assistant Manager
Morristown, TN
03/2006 - 02/2010
• Mentored staff to enhance skills and achieve daily targets, using hands- on and motivational leadership.
• Collaborated with store manager to develop strategies for achieving sales and profit goals.
• Enforced company policies and procedures to strengthen operational standards across departments.
• Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
• Trained new employees to deliver outstanding customer service, boosting customer satisfaction.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Jackson-Hewitt Tax Service - Store Manager(Seasonal) Rogersville, Tn
12/2003 - 04/2004
• Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
• Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
• Prepared tax returns for clients, filed with the Internal Revenue Services and issued tax return checks promptly and accurately.
• Managed inventory control, cash control and store opening and closing procedures.
• Completed point of sale opening and closing procedures. TRW Automotive - Quality Auditor,Line Supervisor
Rogersville, TN
01/1996 - 11/2002
• Inspected production areas regularly to identify and process violations impacting final quality results.
• Managed employees for maximum productivity, efficiency and job safety.
• Coordinated line changeover, efficiently converting lines from running one product to another.
• Detected department-level problems by monitoring activities and reporting on findings.
• Used consistent and fair assessment procedures to achieve optimal audit results.
• Reviewed orders and specifications to understand expected results and assess compliance.
• Discussed pertinent information including quality control issues with supervisor in preparation for next shift.
• Delivered third-party audit services at client locations, keeping operations in compliance with regulatory requirements and ISO standards.
• Inspected work areas regularly to identify safety practices, quality control procedures and worker actions in need of improvement.
• Monitored day-to-day production operations and identified methods to improve quality and efficiency.
• Coordinated with other supervisors within facility to manage operations between departments.
• Inspected raw and in-processed materials to determine quality and any not meeting minimum standards.
• Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
• Verified manufacturing team compliance with quality control processes to help minimize rework and keep costs low.
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