Kimberly Mattingly
Owings
Summary
Dynamic customer service professional with extensive experience at Saunders Landscape Supply, excelling in upselling and enhancing customer satisfaction. Proficient in Microsoft Office and skilled in emotional intelligence, I effectively resolve issues and foster strong relationships, consistently improving service levels and operational efficiency.
Overview
12
12
years of professional experience
Work History
Remote Call Center Representative/Customer Service Representative
Temp Agency
03.2024 - Current
- Identified opportunities to upsell additional products or services when appropriate.
- Offered additional products or services to enhance customer experience.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Developed effective working relationships with team members across multiple departments.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Manager
Saunders Landscape Supply
Davidsonville
05.2020 - 03.2024
- Provided customer service in a busy call center environment.
- Processed phone orders and assisted walk-in customers efficiently.
- Managed multi-line phone system to ensure prompt response times.
- Ordered supplies to maintain inventory levels and support operations.
- Maintained organized workspace to enhance productivity and workflow.
- Performed administrative tasks remotely, ensuring seamless communication.
- Collaborated with management to address operational challenges.
- Departed role due to family illness, prioritizing personal responsibilities.
Office Manager/Administrative Assistant
Caperones Contracting
Cape St. Claire
08.2013 - 05.2020
- Processed accounts payable and receivable to ensure accurate financial records.
- Provided comprehensive accounting and clerical support across various departments.
- Prepared and maintained accounting documents, including bank deposits and general ledger postings.
- Managed petty cash transactions effectively, ensuring daily accuracy and compliance.
- Handled office inventories and executed vendor payments promptly.
- Answered phones, directing inquiries to appropriate personnel efficiently.
- Assisted on-site with small jobs, contributing to overall project success.
- Maintained organized workspace, supporting operational efficiency.
Education
Professional - Federal Law Enforcement
Federal Law Enforcement Training Center
Brunswick, GAAssociate's degree -
College of Southern MD
Prince Frederick, MDSkills
- Administrative support and organization
- Communication skills
- Microsoft Office proficiency
- Customer service and relations
- Data entry and management
- Time management strategies
- Financial reconciliation and bookkeeping
- Medical terminology expertise
- Call handling and documentation
- Emotional intelligence and active listening
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Remote Call Center Representative/Customer Service Representative
Temp Agency
03.2024 - Current
Customer Service Manager
Saunders Landscape Supply
05.2020 - 03.2024
Office Manager/Administrative Assistant
Caperones Contracting
08.2013 - 05.2020
Professional - Federal Law Enforcement
Federal Law Enforcement Training Center
Associate's degree -
College of Southern MD
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