Kimberly Ferron
York
Summary
Customer care professional with extensive experience at Comcast, Xfinity, specializing in relationship management and conflict resolution. Skilled in educating clients on service features and addressing billing inquiries, resulting in improved customer satisfaction and loyalty. Focused on delivering exceptional service and building trust with clients.
Overview
28
28
years of professional experience
Work History
Customer Care Representative
Comcast, Xfinity
York
02.2014 - 06.2025
- Built trust-based relationships through clear communication and prompt issue resolution.
- Resolved customer inquiries via phone efficiently.
- Provided comprehensive support for Xfinity services, addressing technical troubleshooting and service issues.
- Documented all customer interactions thoroughly in the database system.
- Educated customers on service features and usage guidelines to enhance understanding.
- Managed billing inquiries and processed payments accurately for customer accounts.
- Collaborated with team members to refine service delivery processes for improved efficiency.
- Escalated unresolved issues requiring specialized expertise for further investigation.
Relationship Banker
M&T Bank
York
06.1997 - 07.2013
- Delivered personalized banking services to enhance customer satisfaction and loyalty.
- Educated clients on various banking products and services at M&T Bank.
- Built strong client relationships through proactive follow-ups and consistent communication.
- Maintained accurate customer records in compliance with regulatory standards.
- Assisted customers with account inquiries, transaction processing, and new account openings.
- Collaborated with team members to effectively resolve customer issues and improve service delivery.
- Conducted thorough reviews of customer portfolios to identify additional product opportunities.
- Participated actively in community outreach programs to support branch initiatives.
Education
High School Diploma -
William Penn Senior High School
York, PA06-1985
Skills
- Customer relationship management
- Service education
- Billing resolution
- Effective communication
- Conflict resolution
- Attention to detail
- Time management
- Relationship building
- Critical thinking
- Product knowledge
- Phone etiquette
- Empathy and patience
- Problem solving
- Call center expertise
References
References available upon request.
Timeline
Customer Care Representative
Comcast, Xfinity
02.2014 - 06.2025
Relationship Banker
M&T Bank
06.1997 - 07.2013
High School Diploma -
William Penn Senior High School
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