Kim Firmage
Gander,NL
Summary
Objective: To obtain employment and utilize my knowledge, skills in an effective manner.
Diligent Customer Relations Associate offering 3-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.
Personable, friendly and solution-oriented Customer Service Specialist with over 3 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Results-driven Customer Service Specialist highly skilled in account management and sales techniques. Bringing 3 years of experience in professional communication with customers and peers. Skilled communicator known for contributing to repeat business.
Friendly and efficient Customer Service Specialist devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding technology-powered services, automation & digital transformation standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Manulife Group Benefits Insurance
, NL
10.2021 - 05.2024
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Recommended improvements to products and services to mitigate complaints.
- Resolved inquiries to consistently meet performance benchmarks.
- Reviewed customer account information to determine current issues and potential solutions.
- Made outbound calls to obtain account information.
- Answered [Number]+ inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.
Customer Relations Associate
HGS Canada
Charlottetown, PE
08.2018 - 06.2021
- Assisted customers in making payments on accounts and setting up payment plans.
- Documented conversations with customers to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Recommended improvements to products and services to mitigate complaints.
- Resolved inquiries to consistently meet performance benchmarks.
- Exceeded company productivity standards on consistent basis.
- Set up and activated customer accounts.
- Reviewed account and service histories to identify trends and issues.
- Answered 28+ inbound calls per day and directed to individuals or departments.
- Assessed customer needs and upsold products and services to maximize sales.
- Remained constantly aware of customer activity to ensure safe and secure shopping environment.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
Field Clerk/Admin
Clean Harbors
Grimshaw, AB
01.2012 - 01.2013
- Attended safety meetings, ensured all employee certifications were up to date.
- Handled field supply management of essential supplies and money.
- Employee payroll deductions, Performed daily revenue/expense reports.
- Ran errands from constructions site to city.
- Attended safety meetings, collected data for entry, daily safety reports.
- Adhere to all organizational policies and procedures but not limited to all Health, Safety and Quality Management initiative.
- Typing various correspondence, spreadsheets and documents.
- Assisted with the supervisor in field client interaction and customer service.
- Reviewed and interpreted work orders and repair requests to determine needs.
- Traveled to field sites and assisted with evaluation of equipment or components.
- Contributed to problem resolution with proactive reporting of issues.
- Completed and submitted paperwork for appointments and update account records.
- Managed travel arrangements, agendas and accommodations coordination for all personnel.
- Tracked usage of all supplies and placed orders to maintain inventory levels.
- Implemented office efficiency improvements to streamline task delegation.
- Monitored office supply use and stock levels, placing replenishment orders as needed.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
Crisis Intake Worker
YWCA Agvvik
Iqaluit, NU
05.2010 - 11.2011
- Welcomed clients and the public with good greeting and warm hospitality skills.
- Admissions, discharges and referrals, screening and orientation of new residents.
- Capturing key information in the Communications Log in other books and on a variety of forms.
- Crisis response to client’s needs, attending staff meeting, driving duties for client vehicle runs, purchasing, pick-up and delivering purposes.
- Some custodial services were required: cleaning, mopping, and any other touch-ups as required.
- Maintaining client confidentiality and review and analyze information gathered during the intake Kim Firmage.
Custodian
Squeaky Clean, GOCB, Building
Iqaluit, NU
05.2010 - 11.2011
- Included but were not limited to: mop, sweep, & vacuum all floors.
- Clean & disinfect all bathrooms 3 times a day, wash windows and dust all furniture in the building.
- Dust & vacuum all offices, touch up painted surfaces when and where needed.
- Hotel/Motel units:.
- Overall cleaning of individual short and long term efficiency units, laundry, making beds, replacing linens, sweep/mop/vacuum floors.
Home Care Worker
Financial
Gander, NL
02.2008 - 09.2010
- Provided care to elders who required care & resources at home.
- House cleaning, personal hygiene, provided meals, transportation.
- Helped with changing diapers & bathing.
Cashier
Walmart
Gander, NL
09.2007 - 01.2008
- Operate cash registers, greeting customers, scans all items, process cash, check & credit card transactions.
- Cleaning work area, returning merchandise to shelves when not busy.
- Assist the customers & any other duties that were assigned.
Education
Some College (No Degree) - Office Administration
College of North Atlantic
Gander, NLSkills
- Call Centers
- Customer relations
- Customer Service
- Problem Resolution
- Report creation
- Credit card payment processing
- Sales expertise
- Promotional support
- Shipping and receiving understanding
- System implementation
- Courteous demeanor
- Adaptive team player
- Retail sales customer service
- Microsoft Office expertise
- Call Center Operations
- Inbound and Outbound Calling
- Clerical support
Accomplishments
Agvvik
- Standard First Aid, TDG, Office Procedures, WHMIS, Logistics/Supply Management, Internet.
- Able to quickly master new software, courses and apply capabilities.
- PPE Awareness, Off-road Highway Defense Driving, Fire Safety and Suppression.
- H2S Awareness, Fall Protection EDUCATION Orientation to Trades and Technology CNA/WRDC 2013 Women Interested in Successful Employment GANDER 2006 Adult Basic Education CNA 2005 Kim Firmage.
References
REFERENCES
Available upon request
Timeline
Customer Service Specialist
Manulife Group Benefits Insurance
10.2021 - 05.2024
Customer Relations Associate
HGS Canada
08.2018 - 06.2021
Field Clerk/Admin
Clean Harbors
01.2012 - 01.2013
Crisis Intake Worker
YWCA Agvvik
05.2010 - 11.2011
Custodian
Squeaky Clean, GOCB, Building
05.2010 - 11.2011
Home Care Worker
Financial
02.2008 - 09.2010
Cashier
Walmart
09.2007 - 01.2008
Some College (No Degree) - Office Administration
College of North Atlantic