Kimberlee Penner
Spallumcheen, BC
Summary
Thrives on new challenges and excels as a team player. Proficient in leading customer service teams, resolving complex issues, and enhancing team performance and customer satisfaction through effective communication and conflict resolution. Deep understanding of team dynamics and adaptability allows for quick and efficient responses to changing customer and business needs.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Team Lead
HUB International Limited
01.2024 - Current
- Trained new team members by relaying information on company best practices and procedures
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated customer needs and feedback to drive product and service improvements.
Team Lead
HUB International Limited
04.2022 - 12.2023
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated customer needs and feedback to drive product and service improvements.
Auto Associate
HUB International Limited
07.2019 - 04.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered prompt service to prioritize customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Processed auto transactions for both ICBC and private carriers
- Developed skills, knowledge and proficiency with commercial auto including fleet, prorate and farm vehicles
- Developed skills, knowledge and proficiency with boats, recreational trailers, classic vehicles and off-road
- Assisted with new team member development
- Provided ICBC Driver Licensing Services
Office Administrator
A. N. Peacock Trucking
01.2011 - 09.2016
- Tracked and recorded driver expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Kept detailed records of parts and equipment use to effectively budget and make orders.
- Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
- Reconciled account files and produced monthly reports.
Customer Service Representative
Sutherland Global Services
10.2005 - 03.2007
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Investigated and resolved customer inquiries and complaints quickly.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Esthetics License - Esthetics
Interior Academy of Hair & Esthetics
Vernon, BC01.2003
High School Diploma -
Kelly Road Secondary School
Prince George, BC01.2002
Skills
- Detail-oriented approach
- Effective conflict resolution
- Customer-oriented mindset
- Mentoring team members
- Collaborative teamwork
- Client support
- Engaged listening
- Effective task prioritization
- Clear interpersonal communication
Certification
C130 - August 2024
Fundamentals of Insurance- July 2019
Timeline
Team Lead
HUB International Limited
01.2024 - Current
Team Lead
HUB International Limited
04.2022 - 12.2023
Auto Associate
HUB International Limited
07.2019 - 04.2022
Office Administrator
A. N. Peacock Trucking
01.2011 - 09.2016
Customer Service Representative
Sutherland Global Services
10.2005 - 03.2007
Esthetics License - Esthetics
Interior Academy of Hair & Esthetics
High School Diploma -
Kelly Road Secondary School
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