KIMBERLY GROGG
Norfolk,VA
Summary
Dynamic professional with over 20 years of diverse experience in customer service, restaurant management, retail, and administrative roles. Exceptional service delivery is achieved through strong oral and written communication, active listening, and analytical problem-solving skills. A commitment to enhancing customer experiences drives a service-oriented approach that prioritizes understanding customer needs and providing tailored solutions. Proven track record of building loyalty and fostering long-term relationships underscores a deep dedication to customer satisfaction, navigating complex situations with professionalism and empathy to ensure every interaction is positive and impactful.
Overview
13
13
years of professional experience
Work History
Claims Adjuster
GEICO, Government Employees Insurance
08.2022 - 04.2024
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Answered customer questions regarding deductibles.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Verified insurance claims and determined fair amount for settlement.
- Manage approximately 30 incoming calls per day
- Maintained claims data in Navi systems.
- Researched claims and incident information to deliver solutions and resolve problems.
- Maintained contact with claimants and attorneys to determine treatment status.
- Documented information gathered in field and uploaded data to company database for efficient processing
Guest Service Representative
Target
02.2019 - 08.2022
- Disposed of damaged or defective items or coordinated returns to vendors for covered items.
- Developed plan-o-grams and layouts that maximized sales.
- Located needed merchandise in inventory using zebra technologies software and placed on skids for transport to shelves.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Sorted and counted coin and currency to make change for associates.
- Performed daily cash reconciliations to determine accuracy of financial reports.
- Utilized POS System to enter customer transactions and accurately record all sales.
- Double checked records, daily reports, and inventory transactions to identify and correct variances.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Unloaded pallets and deliveries and organized products in warehouse.
- Maintained tidy, organized and safe work area to comply with cleanliness standards.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Pulled orders quickly to maintain demanding productivity goals.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Received new stock and input values into computer system.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
Corporate Trainer / Shift Leader, Server
Texas De Brazil
10.2014 - 07.2018
- Oversaw all staff, maintained revenue, achieved probability and quality goals, ensured efficient restaurant operation, as well as maintain high production, productivity, quality and customer service standards. Placed orders for products, handled all cash and nightly drops, managed inventory and payroll, party planning and management reports. Also served as Corporate Trainer and Server.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Reconciled cash and credit card transactions to maintain accurate records.
- Carefully interviewed, selected, trained, and supervised staff.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
SUPERVISOR
Max and Erma – Double Tree by the Norfolk Airport Hilton
05.2011 - 10.2014
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Served food and beverages promptly with focused attention to customer needs.
- Developed detailed plans based on broad guidance and direction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Obtained cash bank and stocked service bar to prepare for operation.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Education
Certificate - Medical Billing and Coding
Tidewater Tech
Norfolk, VA01-2000
Certificate - Computer Support Specialist
Tidewater Tech
Norfolk, VA01.2000
Graduate - undefined
Middlesex High School
Saluda, VA01.1996
Skills
- Casualty and property loss
- Quality control
- Automobile claims specialist
- Adaptability and flexibility
- Innovative
- Data entry
- Advanced oral and written communication skills
- Restaurant operations management
- Customer engagement
- Supervisory skills
- Customer service
- Staff management
- Problem-solving
Timeline
Claims Adjuster
GEICO, Government Employees Insurance
08.2022 - 04.2024
Guest Service Representative
Target
02.2019 - 08.2022
Corporate Trainer / Shift Leader, Server
Texas De Brazil
10.2014 - 07.2018
SUPERVISOR
Max and Erma – Double Tree by the Norfolk Airport Hilton
05.2011 - 10.2014
Certificate - Computer Support Specialist
Tidewater Tech
Graduate - undefined
Middlesex High School
Certificate - Medical Billing and Coding
Tidewater Tech