Kimberly Kelly
Colonial Heights
Summary
Accomplished leader at Virginia Department of Wildlife Resources, adept in complaint handling and team member training. Excelled in boosting customer satisfaction and team performance, leveraging skills in multitasking and organization. Proven track record in enhancing team efficiency and achieving performance targets, demonstrating exceptional attention to detail and teamwork capabilities. Willingness to take on added responsibilities to meet department goals. Ability to handle multiple assignments simultaneously with a high degree of accuracy
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Virginia Department Of Wildlife Resources
10.2022 - Current
- Lead a team of 15 customer service representatives, consistently achieving performance targets and goals.
- Train, oversee, and mentor new team members to strengthen performance and job expertise.
- Review and audit colleague performance to identify training needs.
- Review, interpret and implement a manual on the "How To Processes" for the department
- Enhance customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Engage customers in person and over phone to answer questions, process transactions and address complaints.
Customer Service Representative
Virginia Department Of Wildlife Resources
12.2020 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Reconciled daily transactions for monetary payments.
- Served as a trainer to new employees.
Accounts Receivable Clerk
Meridian Waste
06.2018 - 09.2020
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Reconciled all payments into Soft-Pak (database)
OSS Supervisor
Virginia Department Of Health
03.2015 - 06.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Trained, counseled and formally evaluated employees.
- Tracked, reviewed and analyzed report on data in Excel for multiple programs.
Education
No Degree - Business Administration
John Tyler Community College
Chester, VAHigh School Diploma -
Landmark Christian School
Richmond, VA05.1998
Skills
- Complaint Handling
- Team Member Training
- Work Prioritization
- Call Management
- Customer Service
- Multitasking and Organization
- Employee Coaching
- Teamwork and Collaboration
- Attention to Detail
Certification
Diversity and Inclusion training certificate
Conflict of Interest training certificate
Current notary public
Timeline
Lead Customer Service Representative
Virginia Department Of Wildlife Resources
10.2022 - Current
Customer Service Representative
Virginia Department Of Wildlife Resources
12.2020 - 10.2022
Accounts Receivable Clerk
Meridian Waste
06.2018 - 09.2020
OSS Supervisor
Virginia Department Of Health
03.2015 - 06.2018
No Degree - Business Administration
John Tyler Community College
High School Diploma -
Landmark Christian School
Diversity and Inclusion training certificate
Conflict of Interest training certificate
Current notary public
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