KIMBERLY CHASE
Middle River
Summary
Dynamic Customer Agent Supervisor with a proven track record at the Motor Vehicle Administration, excelling in complaint handling and problem-solving. Recognized for enhancing customer satisfaction through effective resolutions and fostering team collaboration. Adept at multitasking and utilizing CRM software to streamline processes, ensuring a positive experience for all clients.
Overview
22
22
years of professional experience
Work History
Customer Agent Supervisor
Motor Vehicle Administration
Middle River
12.2009 - 09.2023
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Developed relationships with key clients, ensuring loyalty and repeat business.
- Provided constructive feedback to colleagues during peer review sessions, fostering an environment of continuous improvement within the team.
- Maintained detailed records of customer interactions, allowing for improved tracking and follow-up on outstanding issues.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
- Maintained open lines of communication with external and internal customers.
- Contributed towards the development of training materials, enhancing new hires' understanding of company policies and procedures.
- Assisted customers with navigating company website and using online tools, resulting in higher levels of self-service success.
- Managed high call volumes under pressure, maintaining composure and professionalism at all times.
- Supported cross-functional collaboration by liaising with other departments on behalf of customers when necessary.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Improved customer satisfaction by providing timely and effective resolutions to their concerns.
Customer Agent/ Court Liaison
Motor Vehicle Administration
Middle River
05.2001 - 12.2010
- Stayed up-to-date on product knowledge to provide accurate information to customers when needed.
- Recognized for outstanding performance, receiving multiple awards and commendations for consistently exceeding expectations in the role of Customer Agent.
- Actively participated in team meetings, sharing ideas and insights that contributed to overall departmental success.
- Collaborated with team members to continually improve processes, leading to increased efficiency and productivity.
- Identified, monitored and resolved potential problematic customer issues.
- Delivered exceptional service by resolving customer inquiries in a professional and empathetic manner.
- Developed solutions for customer independently and with manager.
- Streamlined communication channels for a more efficient customer support experience.
- Exceeded performance metrics consistently while maintaining high-quality service delivery standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Education
Some College (No Degree) - Mass Communication
Coppin State University
Baltimore, MDSkills
- Complaint handling
- Live chat support
- CRM software
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
Timeline
Customer Agent Supervisor
Motor Vehicle Administration
12.2009 - 09.2023
Customer Agent/ Court Liaison
Motor Vehicle Administration
05.2001 - 12.2010
Some College (No Degree) - Mass Communication
Coppin State University