Customer Service & Training Specialist with CRM Experience

Kimberly A. Morris

*** ******** ******, ********, ** 02343 617-***-****

***************@*******.***

http://www.linkedin.com/pub/kimberly-morris/11/5a3/652

Summary

I am a dedicated and driven professional experienced in customer service needs, I truly want to ensure that all customers are satisfied, selling services and products provided through face to face and/or web-based platforms (SaaS), I have done that through the years and I possess excellent training abilities and strong organizational skills as well as always believing in using the “highest and best use of my time”.

I am currently looking for a position where I can use my organizational and training skills along with my compassion to work with people to achieve success through hard work and great products to help customers.

Professional Experience

Customer Support Coordinator 2019-Current

Vestis – formally - Aramark Uniforms, Inc.

Assist with national accounts by building uniform programs, uploading and assigning logos and creating online ordering websites and pricing.

Assist customers with orders in various ways (product inquiries, new orders, short shipment, incorrect logo, re-orders, research shipment deliveries as needed also different ordering websites)

At times if needed credit customer.

Run various reports as needed for customers and/or sales team through different platforms.

Create user ids and passwords as needed for customers to order on their ordering platforms.

Work with art department on logo colors, sizing, etc. to work on either their uniforms on website.

Process returns as needed for customer.

Create and update uniform programs as necessary. What this means is that a “personalization program needs to be created with their approved logo”, after that a uniform program needs to be created with the style numbers they want and then assign the correct personalization to the right style.

Notify customers of any backlog of items as necessary and note current due dates due.

Cross train with teams accounts for when they are out to ensure customers are taken care of.

Update Corporate Keying Profiles for the Data Entry team to ensure all entities of company are updated with customers needs.

Added accounts as needed to national accounts.

Worked with IT & Creative departments to ensure customers’ needs are met for their online order systems.

Account Representative 2018-2019

Oberon Initiatives Inc.

Manages customers from start through installation during the process for the MassSave Program.

Performs multiple cold calls daily to gain client interest and build relations.

Provide in depth lighting audits, proposals and energy savings analysis to approve clients for the MassSave Program.

Records all visits and tracks all client activity as needed through Google docs and salesforce.com

Account Executive & Recruiter 2018

Spillane Consulting Associates

Built Excel Database to be used as a CRM for client information and tracking.

Created marketing materials to promote services.

Engaged with clients to ensure high customer service given and cross sell services.

Worked as recruiter to define client needs and find right fit for personnel needed.

Residential Loan Officer 2017

Pinnacle Mortgage Corp.

Licensed Loan Originator in Massachusetts.

Worked at gaining new loans through current contacts while building new contacts in the real estate area.

Attended MBA seminars and open houses.

Ran loans through online in-house system, CaylxPoint, Desktop Underwriter, ran and analyzed Credit Reports.

Provided borrowers with pre-qualification decisions based on income, credit and ratios.

Worked with multiple investors to ensure loans met guidelines.

Banking Recruiter 2016

EMAC Group

Provided executive recruitment needs at all levels for Residential, Commercial, Banking Management and Training companies as needed.

National Account Executive 2013-2015

DataVerify

Focused on providing valuable insight to the risks involved in new and existing client’s portfolio. Know and understand the DRIVE system to help our clients know the risks involved whether they be Identification, Application or Property driven risks.

Work directly with senior level management within sales, operations and vendor management department’s to capturing market-share for the top national lenders in the eastern region.

Work directly with vendor and senior management to execute contracts, training and full implementation and management.

Experienced with all forms of training, onsite, conference and webinar.

Responsible for managing, growing and monitoring the trends of new and existing clients to manage and increase production.

Provided quarterly meetings to review customers current statistics on data driven and reviewed adding or removing certain services to meet their current mortgage needs.

Account Executive 2013

Spillane Consulting Associates

Territory of six states covering Massachusetts, Maine, New Hampshire, Vermont, Rhode Island and Connecticut selling products such as Quality Control & Compliance file review services, Residential Lending consulting and staffing services by accessing customer’s current challenges.

Continue to develop opportunities for cross-selling by working with all departments (sales, operations, servicing and secondary) within all customers’ locations.

Provide staffing services as needed to customers. (temporary, temp or permanent or permanent staffing).

Developed database of over 650 accounts with 2100+ contacts.

Successfully created deployed marketing campaigns geared towards product & services sales and recruiting services through web and email targeting.

Utilization of computer programs such as Bullhorn and Business Contact Manager.

Account Manager 2003-2012

PMI Mortgage Insurance Co. (1992 to 2012)

Responsible for maintaining and revitalizing strong relationships with existing customers as well as creating new account relationships in order to expand and sell new business based on client needs and Market conditions. Including but not limited to: Owners, SVP’s, Sales Managers, Loan Originators, Operations Managers, Underwriting Managers, Underwriters, Processors, Closing Staff, Secondary Marketing Managers and Servicers.

Understand customer’s business challenges and needs. Developed opportunities by working with all departments within all customer locations.

Partnered with PMI’s Secondary/Capital Markets departments to expand customers’ investor needs.

Assisted in personnel recruitment as needed.

Developed, implemented and maintained account plans in territory of 200 plus customers spanning across four states (MA, ME, NH, VT) in order to grow market share.

Facilitated and performed training seminars and webinars as needed on PMI’s guidelines, systems and processes to customers Operations and Sales staff.

Effectively utilized both internal and external resources to achieve customer’s needs and personal sales goals.

Utilized salesforce.com (PMI’s preferred sales management tool) to log all accounts, contacts, events, emails, perform reports and strategize.

Executed expense reports through Concur.

Attended MBA functions as necessary to network and keep current on industry trends.

Administrative Assistant/Office Supervisor 1995-2003

Assistant to Managing Director and 8 Account Executives.

Communicated daily with sales team on daily loan volume and sales plan achievements.

Added and maintained all customer data in PMI’s systems.

Prepared presentations in Excel and powerpoint along with all presentation materials. Coordinated with customers all necessary needs for successful seminars.

Assisted in developing marketing contests for customers and sales team.

Assisted in the testing, implementation and training of PMI’s OPUS computer system.

Assisted with creating and adhering yearly and monthly budgeting needs to achieve plan.

Loan Processor 1993-1995

Processed all incoming loans for data accuracy.

Worked with customers and underwriters for attaining documents for complete underwrite.

Ran credit reports.

Data entered loans into PMI’s underwriting system.

Receptionist 1992-1993

Answered phones.

Logged incoming loans.

Ran credit reports.

Handled all incoming and outgoing mail.

Maintained all office supplies.

Assistant to Regional Operations Manager and Underwriting staff.

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