Customer Support Specialist with 10+ Years Experience

Kimberly Fulton

CANDIDATE OVERVIEW

●Kimberly has 10+ years of call center and sales experience

●Dedicated customer service representative motivated to obtain customer satisfaction and contribute to company success

●Experienced with qualifying leads and gauging interest in products

●Experienced with handling a high volume of inbound and outbound calls, including case work

●Experienced with Microsoft Office products

●Experienced in working remotely

EXPERIENCE

Customer Advocate 2

Carvana LLC Tempe Arizona

October 2025 - February 2026

●Managed high-volume customer calls and case work to assist customers selling vehicles to Carvana.

●Guided customers through website navigation and document collection needed to verify vehicle ownership and approve sales.

●Reviewed submitted documents, identified missing items, and resolved documentation gaps to move cases to approval.

Customer Service Representative 2

Randstad USA – Contracted with Wells Fargo Bank Mortgage Dept

May 2024 – October 2025

●Handle high-volume inbound and outbound calls for mortgage customers.

●Qualify potential homebuyers and refinance applicants.

●Connect customers with appropriate mortgage consultants to assist them with current loan options and guide them through the application process.

●Top of my team for inbound/outbound calls per hour, approximately 220+ calls a day

●Number one for all referrals out of all teams nationwide

American Auto Shield Phoenix, Arizona, United States March 2021-February 2024

Vendor Network Lead

●Led a cross-functional team of 9-11 team members. 5 team members assigned to handle customer service, 2 to handle customer escalations, and 2 to handle repair facility recruiting

●Implemented the use of Microsoft Lists, Microsoft Excel, and Power BI to document the recruiting efforts and build the database of automotive repair facilities that sign up as preferred, reducing data entry time by 30%

●Developed a strategic plan that reduced a project timeline by 23%

●Developed training programs for team members, resulting in a 22% increase in overall productivity

●Implemented SOPs to improve cross-departmental operational efficiency by 25%

●Conducted assessments to spot vulnerabilities in projects to maintain a projected 10% growth of signed repair facilities quarterly

●Reconciled customer invoices with AP authorized to be paid by WEX pay systems

GoDaddy Gilbert, Arizona, United States January 2021-March 2021

Inside Sales Associate

● Took inbound sales and technical service calls, assisting with email, websites, and security issues

●Conducted product demonstrations and answered customer inquiries, facilitating informed purchasing decisions

●Worked with sales teams to identify upsell opportunities, contributing to a 89% increase in average deal size

●Partnered with customers to identify SaaS products and SEO solutions to facilitate seamless purchasing experiences

●Worked closely with existing customers to understand their SaaS and SEO product needs, resulting in $900 in retention revenue

●Served as the point of contact for customer resolution, successfully de-escalating 95% of issues without management involvement

Veritas Global, Phoenix, Arizona, United States, October 2018-November 2020

Assistant Claims Manager

●Took inbound calls from mechanical vendors submitting extended warranty claims for the repair of vehicles

●Responsible for the authorization of vehicle service contract claims for covered breakdowns

●Investigate and evaluate minor to complex vehicle repairs, accurately determining coverage and liability based on the fact scenario.

●Coached 22-25 junior associates and staff members by conducting performance reviews, reducing turnover by 14%

●Coached employees on modern sales practices and customer service techniques, increasing productivity by 17%

●Conducted performance reviews and implemented sales incentives, increasing sales by 19%

SilverRock Warranty Mesa, Arizona, United States October 2015-October 2018 Reason for leaving: better opportunities

Claims Adjuster II

●Take inbound calls and emails from both mechanical and body repair vendors, submitting estimates for the repair of vehicles.

● Became part of the body work repair team beginning March 2016, where the estimates are submitted through email

●Work closely with all departments, such as Insurance, AP, Customer Service, CRD, FSS, the Drive Time lots, and ICs to ensure cost-effective repairs are maintained on time

EDUCATION

Associate of Applied Science

Area of study: Engine Performance and Diagnosis

Mesa Community College - Mesa, Arizona

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