Customer Support & Retail Operations Professional
Resume:
KIMBERLY HEREDIA
********************@*************.***
Dallas, Texas
SUMMARY
Experienced professional with extensive customer support, retention, and de-escalation experience. Facilitated trainings for various projects to guide new employees to goal and metric execution. Punctual, adaptable, and attentive character allows for smooth teachable exchange and teamwork. Proficient Spanish speaking, reading and writing creates essential ability to cross communicate. Typing speed of 75 wpm and 10-key ability.
EDUCATION
Windham School District, STRIVE Career Preparation, 2026
Professional Communications, Southwest Airlines
ServSafe Food Handler, National Restaurant Association
OSHA General Industry – 10 hours, Occupational Safety & Health Association
Forklift Safety, Overton Safety Training
Customer Service Support, ETA Certification
University of Texas at El Paso, Bachelor in Social Work, 2011
Cum Laude Honor Graduate
Housing Authority City of El Paso Scholarship Recipient
Student Association of Social Work Senior Senator
Phi Alpha Honor Society Senior Secretary
EXPERIENCE
Tool Crib Attendant, Parts Room State of Texas Gatesville, TX 2024-2026
Conducted monthly inventory of all chemicals and tools used, destroyed, and added
Reordered chemicals, tools and parts throughout warehouse
Communicated and filed daily safety and inventory logs to management
Created work orders to be completed
Alterations Tailor State of Texas Gatesville, TX 2026
Performed specific tailoring and custom embroidery requests
Operated Singer equipment while maintaining safety protocol
Maintained high and efficient production
Cashier Alon/Circle K Las Cruces, NM 2020-2023
Provided excellent customer service
Operated POS system: handled cash and credit payments accurately
Stocked shelves, maintained store cleanliness, and ensured properly displayed products
Inventory management: reordered and received merchandise
Medicare Benefits Coordinator General Dynamics Las Cruces, NM 2016-2019
Responsible for assisting navigation of Medicare benefits and enrollment
Assisted with understanding different Medicare plans
Resolved billing or coverage issues
Coordinated between patients, healthcare providers, and attorneys to resolve discrepancies
Reviewed beneficiary files to identify and resolve claim errors in Medicare coverage
Customer Support, Quality Assurance Specialist Convergy Las Cruces, NM 2013-2016
Answer customer calls and addressed all requests or inquiries concerning services and products
Utilize various systems and tools to assist customers and process purchase of all products and services
Used sales expertise to make recommendations according to customer’s needs
Used solid problem-solving skills to identify a solution
Demonstrate strong verbal and written communication skills
Maintained qualifications in production to respond to quality assurance needs, technical support, and retention or win back of customers
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