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 adxemn@r.postjobfree.com

423-***-****

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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