Customer Service Call Center

Kimberly Moore-Keller

Lancaster, CA *****.*******@*****.*** .661-***-****

PROFESSIONAL EXPERIENCE

ADMISSIONS REPRESENTATIVE LANCASTER, CA

CAREER CARE INSTITUTE SEPTEMBER 2024- CURRENT

ACTIVELY RECRUITING AND ENGAGING PROSPECTIVE STUDENTS THROUGH VARIOUS CHANNELS, INCLUDING SCHOOL VISITS, OPEN HOUSES, AND ONLINE PLATFORMS. REVIEWING AND VERIFYING APPLICATION MATERIALS, ENSURING THEY MEET THE INSTITUTION'S ADMISSION REQUIREMENTS. RESPONDING TO INQUIRIES FROM PROSPECTIVE STUDENTS AND FAMILIES, PROVIDING UPDATES ON THEIR APPLICATION STATUS, AND COORDINATING COMMUNICATION WITH RELEVANT PARTIES. ASSISTING STUDENTS WITH THE ENROLLMENT PROCESS, INCLUDING REGISTRATION FOR COURSES, ORIENTATION PROGRAMS, AND OTHER ESSENTIAL STEPS. MAINTAINING ACCURATE AND UP-TO-DATE RECORDS OF STUDENT APPLICATIONS, ENROLLMENTS, AND OTHER RELEVANT INFORMATION. ORGANIZING AND PARTICIPATING IN EVENTS THAT PROMOTE THE INSTITUTION AND ITS PROGRAMS, SUCH AS CAMPUS TOURS AND WORKSHOPS. PREPARING REPORTS ON ADMISSION STATISTICS AND TRENDS, IDENTIFYING AREAS FOR IMPROVEMENT, AND CONTRIBUTING TO THE DEVELOPMENT OF RECRUITMENT STRATEGIES MEMBER SERVICE SPECIALIST Lancaster, CA

AAA Automobile Club of California March 2023-September 2023 Provided AAA members with the Department of Motor Vehicle (DMV) transactions. Acted as internal DMV liaison.Supported, executed, and oversaw DMV daily auditing and balancing process for the Auto Club branch. Performed daily cashier functions to meet DMV contractual agreement. Carried out daily problem-solving pertaining to DMV transactions. Input sensitive customer and transaction information accurately into various databases. Collected appropriate fees, accurately accounted for monies collected, and verified and issued receipts, accountable items, and applicable documents. Tracked related DMV procedural and keying errors to support accuracy goals. Responsible for the review and maintenance of DMV reports to monitor for trends and suspicious activity Insurance Service Representative Remote

ETeam ( Contractor) January 2021- June 2021

Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.Participated in training sessions designed to keep staff up-to-date on current developments in the field.Explained coverage options to potential policyholders, answering questions or concerns.Maintained accurate records of customer interactions and policy information. Admissions Advisor Lancaster, CA

University of Antelope Valley April 2019 - March 2020 Planned and conducted orientation programs and group conferences to promote adjustment of individuals to new life experiences. Processed admissions applications and transcript requests to facilitate student enrollment. Established and enforced administration policies and rules governing student behavior. Stayed up to date on school policies and diverse program requirements. Evaluated transcripts from previous institutions for transfer credits eligibility.Observed students during classroom activities to evaluate students' performance, behavior and social development.Led both large group and individual tours to provide prospective students with better understanding of campus layout. Planned and promoted career and employment-related programs and events, fully coordinating job fairs and career workshops.Assisted students in understanding academic application processes, admissions requirements and financial aid options.

OFFICE CALL CENTER MANAGER BEVERLY HILLS, CA

Allied Doc Prep December 2014 to April 2019

Managed a team of customer service representatives, resulting in a 30% increase in customer satisfaction ratings. Developed and implemented new customer service policies and procedures, resulting in a 10% reduction in customer complaints. Provided support to senior customer service managers. Coached and trained all call center new employees. Facilitated daily shift meetings. Supported HR department in the recruitment and hiring of call center staff. Responsible for compiling statistics and executing reports reflecting findings. Worked with managers and executives scheduling leave and making travel arrangements. Engaged with telecom companies to negotiate contractual agreements.

Logistic Coordinator Port Hueneme, CA

Global Auto Processing Services September 2005-December2014 Prepared, routes and managed Company’s purchase orders.Reviewed shipment materials before distribution, collaborated with transportation systems to ensure prompt shipment pick-ups and monitored shipment costs and productivity processes. Coordinated with transportation providers to ensure prompt and proper movement of shipments.Responded to customer inquiries and referred clients to the proper channels.Reviewed purchase orders and shipping documents (BOL) to ensure accuracy. Made special shipping arrangements as necessary.Tracked and fixed shipping errors.Prepared bills and invoices..Managed distribution and shipment budgets.Ensured that the quality of all services provided met the required standards. Developed processes that make the supply chain more efficient and organized

EDUCATION

SUSAN MILLER DORSEY HIGH SCHOOL GENERAL EDUCATION 1986 SUMMARY

Meticulous and systematic Administrator skilled in organizing, planning and managing daily clerical needs. Bringing solid expertise in coordinating documents, reports and records, handling correspondence and managing deliveries. Skilled in oral and written communication, team leadership and relationship-building.

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