Customer Service & Implementation Validation Specialist

Kimberly Marcum

Edmond, OK • 572-***-**** • ********@*******.***

Professional Summary

Customer service and operations professional with 20+ years of experience in client support, dispatch coordination, data validation, and workflow optimization. Recognized for resolving escalated issues, improving processes, and delivering consistent, highquality results with minimal supervision. Strong communicator with proven success in fastpaced environments and crossteam collaboration.

Core Skills

Customer Service & Issue Resolution

Data Validation & Quality Assurance

Dispatch & Workflow Coordination

Document Control & Data Entry

Inventory & Supply Management

Preventive Maintenance

Equipment Operation & Assembly

Time Management & Multitasking

Troubleshooting & Problem Solving

Microsoft Office & Excel

Professional Experience

Implementation Validation Specialist for Payroll

Paycom Payroll LLC Jan 2022 – Apr 2026

Reviewed and scored servicerelated tasks to ensure accuracy, consistency, and readiness for client golive.

Validated implementation data and audited employee information to meet quality standards and firstcheck deadlines.

Identified payroll defects, service concerns, and data inconsistencies as an objective reviewer.

Communicated proactively with implementation teams and internal stakeholders to clarify requirements and resolve issues.

Presented educational information to internal customers to support process understanding.

Executed data reviews within SLA commitments based on implementation schedules and milestones.

Monitored communication channels and responded promptly to inquiries via email and phone.

Created and delivered reports for leadership, highlighting trends, risks, and quality insights.

Adapted quickly to internal process changes and stayed current on product updates.

Recommended improvements to operations, workflows, and customer service practices.

Medical Billing / Customer Service Representative

Aerotek / R1 – Southfield, MI Oct 2020 – Oct 2021

Managed 50–60 inbound calls daily, resolving billing questions and customer issues.

Collected payments, updated account balances, and ensured accuracy of financial records.

Improved customer satisfaction through proactive followup and timely issue resolution.

Achieved high marks on quality assurance evaluations.

Dispatcher / Managed Print Specialist / Inventory Controller

Xcel Office Solutions – Oklahoma City, OK Sep 2018 – Oct 2020

Oversaw dispatch operations and prioritized service calls based on customer needs.

Managed inventory and coordinated supply orders with 5+ vendors.

Provided customer support via phone and in person, offering product availability and status updates.

Trained employees on triage and dispatch procedures; personally handled 20+ calls daily.

Collaborated with teams to meet deadlines and improve operational workflows.

R2B Processor

Hertz – Oklahoma City, OK Sep 2017 – Aug 2018

Reviewed and verified incoming documents for accuracy and completeness.

Researched and resolved financial variances to ensure obligations were met.

Documented missing funds in Advent systems and transferred completed files to Title & Registration.

Resource Coordinator

Summit Business Systems – Edmond, OK Nov 2013 – Jan 2017

Managed daily dispatch for 15+ technicians, assigning tickets by skill and location.

Resolved 24–28% of customer issues by phone before dispatching service.

Improved workflow for incoming equipment and ensured readiness for delivery.

Maintained service metrics, achieving:

o2–4 hour SLA (baseline 4–6 hours)

o23minute callback time (baseline 30–45 minutes)

Developed processes that supported organizational performance goals.

Field Service Technician

Summit Business Systems – Edmond, OK Mar 2010 – Nov 2013

Serviced and repaired customer equipment across 50+ field locations monthly.

Exceeded performance metrics, including:

o4.6 calls/day (baseline 4.5)

o3.7hour response time (baseline 4 hours)

o1.9% recall rate (baseline 3%)

Performed preventive maintenance, diagnostics, and repairs to industry standards.

Provided phone support, minimized callbacks, and ensured customer satisfaction.

Attended manufacturer training and supported afterhours oncall needs.

Education

Associate of Applied Science – Computer Electronics Draughon Business School, Oklahoma City, OK

High School Diploma Enid High School, Enid, OK

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