Customer Service Representative and Call Center Expert

Kimberly Morrow

West Hills, CA 310-***-****

www.linkedin.com/in/kimmorrow ***********@*****.***

Customer service professional with proven expertise, excelling in problem resolution and conflict management while answering over 50 calls per day. Adept working with claims, grievances, and appeals. Recognized for delivering exceptional service and fostering strong client relationships through active listening and effective communication. My background is working with multiple screens, knowledgeable of computer systems, typing 40wpm, phone systems, and documentation. I also excel at customer service and critical thinking. I achieved 95% customer satisfaction due to my ability to solve problems and resolve complaints. Professional Experience

Customer service Call center experience Professional phone demeanor Data entry/collection Skilled at documentation Office equipment proficiency Anthem Blue Cross – Woodland Hills, CA 1/2022 – 5/2026 Customer Service Representative

• Assisted customers, provided accurate information, and resolved issues promptly.

• Ensured compliance with HIPAA, always protecting client privacy.

• Utilized CRM software to track customer interactions and ensure follow-up.

• Maintained knowledge of company policies and procedures.

• Used multiple screens, faxes, and email.

• Resolved member inquiries through effective communication and problem solving.

• Managed difficult conversations with compassion and professionalism, helping de- escalate tense situations while maintaining a focus on finding resolutions. Amazon, Inc/Synergy LLC – Thousand Oaks, CA 8/2019 – 8/2021 Delivery Driver

• Navigated delivery routes efficiently, ensuring timely and accurate package deliveries.

• Maintained vehicle cleanliness and conducted regular inspections for safety compliance.

• Coordinated with warehouse staff to streamline the loading process for optimized deliveries.

• Utilized GPS and routing software to enhance navigation and minimize delays.

• Provided exceptional customer service, addressing inquiries, and resolving issues promptly.

• Monitored inventory levels, reporting discrepancies to management as needed. UBER – West Hills, CA 6/2017 – 6/2019

Driver/Taxi

• Drove people safely to their destination within a timely manner. Ryder Truck Rental – Northridge, CA 10/2015-02/2017 Senior Licensing Coordinator

• Prepared licensing documentation for a fleet of 800 vehicles

• Worked closely with licensing clerks at the DMV

• Assisted with financial accounting at month-end-close Ryder Truck Rental – Hayward, CA 10/2007 – 2/2015

Service Writer

• Office Manager tasks included: customer service, ordered office supplies, scheduled vehicles, transportation, and maintenance, including work orders for technicians.

• Handled road calls and oversaw safety programs

Education – Online 1/2026 – present

DeVry University

• Completing coursework towards an AA in Health Information Management References – Available Upon Request

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