Kimberly Routh
City Of Saint Peters
Summary
Caring and friendly customer service professional with 15+ years of experience. Valued knowledge working with customers and vendors in person, online and through inbound and outbound calls, helping to resolve complex customer inquiries and complaints. Proven capacity to troubleshoot issues quickly while multitasking and maintaining a high level of professionalism, patience, and efficiency.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Top Notch Distributors
11.2022 - Current
- Investigate and resolve customer inquiries and complaints quickly.
- Handle a high volume of inbound calls and emails on a daily basis.
- Manage timely and effective replacement of damaged or missing products.
- Deliver prompt service to prioritize customer needs.
- Develop rapport with customers through active listening skills.
- Liaised with sales, vendors, and management teams to develop solutions and accomplish shared objectives.
- Clarify customer issues and determine root cause of problems to resolve product or service complaints.
- Create and send daily Excel reports of orders and shipment tracking information to customers.
- Process and approve daily orders through our Ecommerce site.
- File claims with shipping companies on lost shipments.
- Collaborate with team members to develop best practices for consistent customer service delivery.
PT Shift Supervisor/FT Assistant Manager
Yankee Candle Co, Inc.
08.2009 - 01.2021
- Completed store opening and closing procedures and balanced tills.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Applied security, safety, and loss prevention strategies during shifts.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Cultivated professional working relationships with peers and supervisors.
PT Shift Supervisor
CJ Banks
03.2005 - 07.2009
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Helped store management meet standards of service and quality in daily operations.
- Supervised ongoing daily production phases.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided excellent product knowledge to customers to enhance and add on to purchases.
Education
Associate of Science - Biology Teacher Education
Black Hawk East Community College
Kewanee, IL.05.1989
Skills
- Complaint Handling
- Call center experience
- Customer Relations
- Customer Relationship Management (CRM)
- Works well independently or in teams
- Detail oriented
- Effective Communication
- Knowledgeable in different computer programs and software
Timeline
Customer Service Representative
Top Notch Distributors
11.2022 - Current
PT Shift Supervisor/FT Assistant Manager
Yankee Candle Co, Inc.
08.2009 - 01.2021
PT Shift Supervisor
CJ Banks
03.2005 - 07.2009
Associate of Science - Biology Teacher Education
Black Hawk East Community College
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