Kimberly Clarke
Harrisburg
Summary
Seasoned professional with 25 years of experience in call center environments, including roles in retention, billing, and customer service. Expert in quality monitoring, training development, and conflict resolution, with a proven track record in leadership and sales. Seeking to leverage extensive call center management expertise as a Call Center Agent.
Overview
28
28
years of professional experience
Work History
Office Manager
Atria Senior Living Manor of Oakridge Community
05.2023 - 05.2026
- Managed the collection and maintenance of resident data, ensuring accuracy in demographic, status changes, and billing information within company systems.
- Analyzed and verified community financial transactions, including expenditures and budgetary allocations, exercising independent judgment and discretion.
- Coordinated recruitment, interviewing, hiring, onboarding, and training processes, in addition to administering employee benefits and leave policies in collaboration with HR.
- Oversaw payroll administration, accounts receivable and payable, and executed month-end close procedures, maintaining compliance with company policies and applicable laws.
Helpline Specialist
Gaudenzia
01.2022 - 01.2023
- Addressed caller inquiries with accuracy and empathy, enhancing caller satisfaction and trust by offering informed solutions and support.
- Performed pre-admission screenings and documented results meticulously in the health system, ensuring adherence to confidentiality and ethical standards.
- Coordinated insurance verification for referrals and maintained up-to-date knowledge of treatment services and facility occupancy.
- Facilitated care coordination, including the arrangement of patient transportation and scheduling for various treatment services, while handling sensitive information with discretion.
- (Remote Call Center)
Store Manager
Sally Beauty
Harrisburg
01.2021 - 01.2022
- Oversaw recruitment operations and team development initiatives, ensuring effective training for new customer service advisors.
- Managed financial transactions and successfully resolved escalated customer issues to maintain high service standards.
Cosmetologist
Empire Beauty School
01.2019 - 01.2021
- Delivered comprehensive customer service at the front desk, ensuring client satisfaction and seamless service delivery.
- Managed payment transactions and maintained accurate billing systems, contributing to the salon's operational efficiency.
Billing Retention Sales Trainer
Comcast Cable
01.2013 - 01.2020
- Developed and delivered comprehensive training programs for new and existing agents, enhancing customer service skills and sales effectiveness.
- Facilitated knowledge transfer in payment processing and technical support protocols, ensuring adherence to company standards.
- Conducted quality assurance monitoring for all representative calls to maintain high service levels and improve customer satisfaction.
- (Call Center) Virtual Remote
Retention Manager
Cable Vision
01.2008 - 01.2013
- Evaluated employee calls to ensure adherence to quality standards and procedural accuracy.
- Guided and developed high-performing team members, enhancing overall revenue generation.
- (Call Center)
Retention Manager
Time Warner Cable
01.2006 - 01.2008
- Developed and implemented retention strategies that expedited conflict resolution, contributing to increased customer retention and sales.
- Enhanced leadership capabilities within the team through targeted coaching methods.
- (Call Center)
Retention Supervisor
EarthLink.net
01.2002 - 01.2005
- Retained clientele by resolving complex issues, ensuring high levels of customer satisfaction and loyalty.
- Managed customer account information with accuracy, and successfully promoted services to both new and existing customers.
- (Inbound Call Center)
Collections Manager
MCI World Communication Wireless
01.2000 - 01.2002
- Directed a team of up to 35 representatives, fostering their professional growth and enhancing team performance through effective management and development strategies.
- Executed account analysis and resolved conflicts, ensuring consistent account resolution and maintaining customer satisfaction.
- (Inbound & Outbound Call Center)
Customer Service Rep Team Leader
1800FLOWERS.COM
01.1998 - 01.2000
- Managed customer inquiries, upsold promotions, and processed transactions across billing platforms, ensuring accuracy and high customer satisfaction.
- Increased revenue by effectively promoting products and services to new and existing clients.
- (Inbound Call Center)
Education
Licensed Cosmetologist -
Empire Beauty School
Certificate - Medical Assistant, Medical Billing
Career Medical Training Center
Computer Training - Business Administration
New York City Vocational Training Center
Diploma -
Spring Field Gardens High School
Skills
- Office Administration
- Microsoft Office Suites
- Facilities Management
- Financial Reporting
- Business Management
- Technology proficiency
- Data Entry
- Time Management
- Problem Solving
- Team leadership
- Conflict resolution
- Customer Service
- Financial Reporting
Timeline
Office Manager
Atria Senior Living Manor of Oakridge Community
05.2023 - 05.2026
Helpline Specialist
Gaudenzia
01.2022 - 01.2023
Store Manager
Sally Beauty
01.2021 - 01.2022
Cosmetologist
Empire Beauty School
01.2019 - 01.2021
Billing Retention Sales Trainer
Comcast Cable
01.2013 - 01.2020
Retention Manager
Cable Vision
01.2008 - 01.2013
Retention Manager
Time Warner Cable
01.2006 - 01.2008
Retention Supervisor
EarthLink.net
01.2002 - 01.2005
Collections Manager
MCI World Communication Wireless
01.2000 - 01.2002
Customer Service Rep Team Leader
1800FLOWERS.COM
01.1998 - 01.2000
Licensed Cosmetologist -
Empire Beauty School
Certificate - Medical Assistant, Medical Billing
Career Medical Training Center
Computer Training - Business Administration
New York City Vocational Training Center
Diploma -
Spring Field Gardens High School