Karen Kimble McCormick

adxxhq@r.postjobfree.com 678-***-**** Dunwoody, GA

Senior-Level Client Support Specialist

Customer Service Data Integration Technical Support

Skilled, motivated, and results-oriented customer service specialist with15+ years of diverse experience in client support, management, dispatch, and data entry. Highly organized, patient, and dedicated; adept at developing relationships with internal teams, technicians, and customers.Excels in prioritizing workload, making objective decisions based on research and data, and utilizing active listening skills to support customers with skill, tact, and sensitivity. Trained communicator committed to quality service and personal achievement; able to function in fast-paced, deadline-driven environments. Known to take initiative, solidify project teams, and maintain open communication with clients, associates, and upper management.

Key Skills

Order Processing Sales & Revenue Performance Management Customer Service Issue Resolution

Technical Support Billing Sales Support Transport Maintenance Project Management

Process Improvement Team Leadership Promotions & Marketing

Relevant Work Experience

Country Financial

Client Care – Assistant – Alpharetta, GA

Demonstrated success in a client facing sales, retail, or food service role.

Strong communication & problem solving skills. responsible for owning timely resolution of complex service situations, and minimizing client effort.

Highly computer literate. multiple computer programs simultaneously to research, resolve, and document

requires handling a high volume of phone calls, emails and web inquiries in a production.

Communicates with clients via phone, web, and email to deliver a best in class client experience by resolving matters related to client services and/or billing. (Examples include: coverage, quotes, policy changes, processing payments, reinstatement requests, and policy change impacts to premium.)

Completes calculations and transactions accurately to make policy changes, modify policy coverage, and/or collection of premiums from clients based on underwriting, accounting, and billing services guidelines and best practices.

Enters communication records and other data into various company systems for information transfer to the Financial Representative, call center management trending reports, or other organizational areas.

State Farm

Claim Specialist – Property Complex -Dunwoody, Atlanta September, 2021-2022

-Investigating, evaluating, negotiating, and settling claims

- Applying knowledge of policies, procedures, laws, statutes, and insurance regulations when determining coverage, liability, & damages

- Contacting customers by telephone, written correspondence and/or various electronic media

- Effectively managing work through task driven queues while multi-tasking in a fast-paced call center environment

- Supporting our customers through personalized, caring, and simple interactions

Computer Generated Solutions, Inc.

Technical Support Representative – Peachtree Corners, GA July 2019 – 2021

Apply understanding and knowledge of information systems products and services to assist customers on technical matters. • Recognize research, isolate and resolve information system problems. • Type and enter information into a database while a customer is speaking • Recognize customer's problems that should be escalated to the next level for resolution following established protocols. • Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers. • Be knowledgeable of resource materials in order to provide information on client inquires. • Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. • Use courtesy, tact and discretion in all communications with customers. • Screen and handle calls as appropriate • Maintain appropriate records and prepare reports as required. • Performs other duties and tasks as assigned by the Team Lead.

Allied Universal – Stack Infrastructure Data Center

Shift Control Officer – Alpharetta, GA April 2017 – Present

Monitoring display of alarms/activity/graphics and cameras. Creating profiles for tenants, contractors, visitors, activating and issuing badges. Assign and remove access levels on profiles and assigning or changing pin codes on profiles. Disabling and enabling doors and monitoring points using the command center access control. Creating badges and bois (fingerprint) for tenants, contractors, vendors and visitors. Logging shipment in and out using the Notifi System. Monitor cameras and playback recorded video on selected cameras.

United States Postal Service

Rural Carrier Associate – Palmetto, GA October 2017 – May 2019

Sort and bundle incoming mail, placing special focus on areas that need delivered to ascertain mail, such as

parcels, packages and letters are properly bundled according to their type and delivery location. Place all bundled mail in different sacks and load them onto assigned delivery vehicle. Ascertain that work orders for all assigned mail are obtained from the supervisor. Map appropriate routes using both the GPS and

standard maps, ensuring the shortest and safest routes are determined. Drive assigned delivery vehicle to

different delivery destinations in a timely efficient manner. Verified addresses on work orders and parcels/

packages/envelopes with actual addresses. Relay all delivery information to postal facility and informed of

conflicts, such as route problems in rural areas to the supervisor. Ascertain the assigned vehicle remains

in good condition and minor maintenance, repair work is timely performed.

AT&T (Atlanta, GA)

Associate Client Support Specialist, First Level Manager August 2013 – August 2015

Project Management and Delegation in managing company-wide projects and gathered information on current products, promotions, and services to provide high quality service to customers.

Contributed to “shared expectations” sessions with customers, communicating roles, responsibilities, and delivery of services in the client/corporate relationship.

Interacted with 50-100 clients per day in confirming product processing requests; contacted customers to report status of request and refer next groups and project phases.

Assisted team in maintaining records of proposals, contracts, and network inventories across multiple platforms and product lines.

Collected and entered accurate customer data. Provided contract interpretation of terms to clients.

Assisted AE’s in responding to RFP (requests for proposals) and closing sales with current customers.

Provided support for new product promotions.

Additional Experience

TRUGREEN LAWNCARE (Acworth, GA)

Insides Sales Representative April 2013 – August 2013

Provided quote, information and entered customer data for prospective clients.

Sold programs and services to 50 customers daily; secured sales and scheduled deliveries.

Estimated dates of service based on production and service schedules.

Prepared reports and assisted customers with billing and payment processing.

ERICSSON (Atlanta, GA)

Customer Service/ Dispatcher Specialist I. May 2010 – June 2011

Used workforce management software to dispatch and schedule technicians to customer cell sites.

Serviced 70 customers on a daily basis. Established and maintained relationships with service technicians to provide highest quality of service.

CHARTER COMMUNICATIONS (Duluth, GA and Slidell, LA) (Sept 2004 – Nov 2008)

Help Desk/ Direct Sales Specialist II. May 2007 – November 2008

Worked with 50-100 customers per day, selling charter products and assisting customers with provided services including but not limited to installed cable and internet services.

Provided troubleshooting of company equipment (cable box, modem, HD, DVR, and cable card).

Customer Service, Dispatcher I September 2005 – May 2007

Served as dispatching specialist to send technicians to customer homes.

Input customer data for effective service.

Created and completed technician work orders.

Responded to and resolved customer concerns; assisted in troubleshooting of technical equipment and completed collection duties for TV service.

Assisted customers with billing and credit card payments.

Dispatcher I September 2004 – August 2005

Dispatched technicians and process assistance to customer homes to resolve issues, set up service, or address concerns.

Assisted customers in identifying cause of issues with company equipment.

Provided bill payment assistance for customers

Education & Training

Master of Business Administration, Business Management (2018)

Strayer University, Jack Welch Management Institute (Washington, D.C.)

Honor Medallion (Cum Laude)

Bachelor of Arts in Psychology (2011)

Argosy University (Atlanta)

ASSOCIATES OF ARTS IN INFORMATION TECHNOLOGY (2005)

Tulane University (New Orleans)

AT&T Six Sigma

Yellow and White Belt

AT&T University Transformation Learning Series (2015)

AT&T Asap IP Flex Macd Parts 1-3

Technical Skills

MS Office (Word, Excel, PowerPoint, Outlook)

AT&T Products: IP, Data, Voice, Wireless

Alltel Billing Systems, Telecom Billing

Georgia Department of Insurance

Resident Adjuster - Property and Casualty

License No:756447 – NPN No:8810627

PREVIOUS JOBS & ROLES

Dispatcher/Security ● Six Flags of New Orleans

Dispatcher ● Burns Security

Office Clerk ● Westaff Temporary Services

Help Desk Coordinator ● Manpower Temporary Services

Office Coder ● Docusource Litigation Support

Assembler ● Exceptional Temporary Services

Dispatcher ● Weiser Security Services

Computer Operator ● Aetna Life & Casualty Insurance Company

Computer Operator ● Maryland Casualty Insurance Company

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