Customer Service, Chat, Email Support
Resume:
Kimberly Arcellano
303-***-**** • ***********@*****.*** • Aurora, CO
Summary
Customer-centric professional with over 20 years of experience in Customer Support, Data Entry, and Scheduling. Proven track record in managing high-volume inquiries via Email Management and Phone Support while ensuring a smooth customer journey. Adept at using CRM Software to streamline administrative processes and enhance Customer Success within fast-paced environments. Work Experience
Customer Service Representative October 2018 – August 2024 24-7 INTOUCH, AURORA, CO
Communicated thoughtfully with customers via phone, email, and chat to resolve complex inquiries and provide dedicated support in a fast-paced environment.
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Scheduled and coordinated customer booking requests, effectively balancing client needs with company logistical priorities to ensure a positive customer experience.
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Maintained 100% accurate data entries for sales orders and client accounts using Zendesk and other enterprise CRM Software platforms.
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Managed escalated customer issues with high professionalism, ensuring swift resolution and maintaining a positive brand image within the travel industry framework.
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Deli Clerk April 2017 – June 2018
SAFEWAY, AURORA, CO
Provided attentive customer service by assisting with specialized product requests and addressing inquiries in a courteous and supportive manner.
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Maintained organized workspaces and ensured accurate processing and scanning of products for diverse customer needs, demonstrating high multitasking abilities.
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Supported team operations by cleaning, stocking, and contributing to a smooth workflow during high-volume peak periods.
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Assisted in managing inventory levels and logistics to ensure availability for customer reservations and walk-in requests.
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Cashier, Stocker June 2016 – April 2017
CORNER STORE, AURORA, CO
Provided friendly and efficient customer service at checkout, addressing specific client needs and inquiries with a focus on Customer Success.
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Maintained inventory accuracy by stocking products and organizing incoming deliveries to optimize storage space and administrative organization.
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Balanced cash drawers and ensured precise transaction records at the end of every shift for financial and operational reporting.
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Managed high-volume customer traffic during peak hours, ensuring efficient checkout processes and reduced wait times.
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Deli Clerk March 2014 – June 2016
KING SOOPERS, CENTENNIAL, CO
Delivered strong retail customer service by fulfilling complex customer requests and ensuring total satisfaction with every interaction.
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Managed multiple tasks including slicing, filling orders, and operating registers with extreme attention to detail and efficiency.
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Fostered repeat business by ensuring customers felt valued and supported throughout their personalized retail experience.
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Coordinated with team members to streamline order fulfillment processes during busy holiday seasons and promotional events.
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Customer Service March 2012 – February 2014
ORALABS, INC., PARKER, CO
Responded to high volumes of customer questions via phone and maintained accurate data and order entries in the central tracking system.
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Completed comprehensive daily reports to ensure all orders were processed correctly and met strict delivery deadlines for client satisfaction.
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Researched and resolved customer complaints with a dedicated focus on quality control and overall Customer Success metrics.
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Created and maintained detailed customer accounts, ensuring data integrity and precision for future administrative reference.
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Customer Service/Vault Administrator June 2010 – March 2012 PLASTIC JUNGLE, CENTENNIAL, CO
Managed the receiving and fulfillment of complex customer requests, ensuring accurate tracking and timely delivery of services.
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• Entered data into the OfBiz system for precise record-keeping and streamlined order management operations. Researched and resolved sensitive customer service issues, demonstrating advanced problem-solving and extreme attention to detail.
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Directed team members to accomplish daily tasks and supported a highly collaborative, remote-style administrative work environment.
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Customer Service Representative November 2008 – February 2010 LIGHTNING LABELS, DENVER, CO
Answered inbound calls and provided expert problem-solving, order entry, and comprehensive customer support for diverse clients.
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Maintained accurate sales order data and addressed client concerns with professional written and verbal communication.
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Upsold and supported both new and existing clients, fostering positive long-term relationships and brand loyalty through quality service.
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Researched and resolved potential conflicts between customers and the company to maintain a 100% satisfaction rate on all bookings.
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Customer Service Representative October 2007 – July 2008 SWINGLE LAWN TREE AND LANDSCAPE, DENVER, CO
Provided dedicated sales and customer service in a high-volume call center, solving problems efficiently for diverse clients.
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Maintained strong professional relationships with customers through clear communication and expert technical support.
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Exceeded team performance goals by delivering high-quality service and support across multiple communication channels.
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Managed scheduling for service appointments, ensuring optimal routing and resource allocation for onsite technicians.
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Customer Service Representative July 2000 – September 2007 OURAY SPORTSWEAR, DENVER, CO
Maintained excellent customer relations through effective problem-solving and clear, supportive communication regarding orders.
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Accurately managed high-volume data entry, order processing, and daily reporting to ensure 100% timely fulfillment for clients.
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Tracked complex orders from inception to final shipping, ensuring all deadlines and customer expectations were met consistently.
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Coordinated with production departments to provide customers with accurate status updates on their specialized booking and product orders.
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Education
High school diploma August 1985 – June 1988
SMOKY HILL HIGH SCHOOL, AURORA, CO
Additional Skills
Core Customer Support: Customer Support, Phone Support, Email Management, Customer Success, Conflict Resolution, Inquiry Management, Client Relations Administrative & Operations: Data Entry, Scheduling, Travel Planning, Multitasking, Order Processing, Administrative Organization, Record Keeping, Inventory Management Technical Proficiencies: CRM Software, Zendesk, OfBiz, Remote Work Operations, Database Management, Microsoft Office Suite
Professional Soft Skills: Written Communication, Problem Solving, Attention to Detail, Time Management, Teamwork, Empathy, Professionalism
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