Kimberly McGee is an experienced customer service representative with over 15 years of experience in inbound call centers. She has a proven track record of handling 50-60 calls daily, answering billing questions, processing payments, and resolving complex customer issues. McGee has excellent communication, problem-solving, and relationship building skills. She is proficient in Microsoft Office, SAP, and CRM systems. McGee holds a BS in Business Administration Management from Chicago State University.

1. Kimberly McGee
3955 Pratt St.
Plano, IL. 60545
630-788-3443
kimmcgee74@gmail.com
Summary:
• Experienced Customer Service Representative with experience in answering calls in an inbound call
centre providing exceptional customer relations support.
• Handled 50-60 calls daily in an inbound call centre.
• Entered orders into system, answered billing questions, processed payments, accurately
computed/quoted rates, adjustments and balances for customers and troubleshot/resolved complex
billing, technical issues and customer complaints.
• Negotiated/processed customer’s order requests and coordinated service arrangements/agreements with cross
functional departments.
• Tracked orders, updated customer information and processed replacement orders in SAP.
• Excellent interpersonal, communication and relationship-building skills. Listens attentively, communicate
persuasively and follows through diligently.
• Highly motivated repeated recipient of Customer Service Excellence and Outstanding Sales awards.
• Possesses empathy, trust, effective listening and rapport training skills to exceed the “Voice the Customer”.
• Technically skilled – cross-platform expertise and proficiency in Microsoft Word, Excel, PowerPoint and Access.
Key Competencies:
• Customer Acquisition, Referral/Repeat Business Generation, PowerPoint Presentations, Public Speaking,
Complaint Handling, Consultative Sales, Sales Reports & Correspondence, Inventory Management
Education:
BS in Business Administration Management, Chicago State University – Chicago, IL 2000
Technical Skills:
• MS Office 2007/2010; Microsoft Word, Excel, PowerPoint and Access, Windows 7/Vista/XP, SAP/CRM,
CPSOS/ASON
Professional Experience:
Collabera Staffing Firm (BP America) Feb 2015- July 2015
Customer Service
• Interface with customer through inbound calls and email.
• Researched and managed customer interactions using Siebel CRM, SAP, 1099 Pro and Oildex
• Managed cases in a time bound service level matrix with quality and accuracy
• Demonstrated the ability to manage and protect sensitive and confidential customer information
• Complied with company policy and guidelines
Unemployed, Stay at home mother Sep 2012 – Present
AT&T – Chicago, IL 2000 – Sep 2012
Customer Service
• Provided exceptional customer relations support in an inbound call centre, handling 50-60 calls daily in
an inbound call centre.
• Answered billing questions and processed payments, accurately computed and quoted rates,
adjustments and balances for customers and troubleshot and resolved complex billing, technical issues
and customer complaints.
• Consistently exceeded sales/service goals and handles customers’ needs promptly.
• Negotiated and processed customer service order requests by accessing multiple systems.
• Facilitated installation/maintenance of provided services in order to deliver accurate and on-time service.
• Tracked orders, updated customer information and processed replacement orders in SAP.
• Substantiated appropriate products and services to customers using approved sales techniques.
• Coordinated service arrangements/agreements with cross functional departments.

2. • Complied with company policy and regulatory guidelines.
Household Financial Services, Elmhurst, IL, 1997 – 2000
Collections Representative/Credit Analyst
• Used automated information systems to analyze the customer’s situation.
• Continually met company goals – number of calls and phone payments per day in an inbound call centre.
• Reviewed credit reports and approved/or declined lines of credit.
Global Computer Supplies, Naperville, IL, 1995 – 1997
Customer Service
• Answered calls in an inbound call centre and entered orders into system.
• Explained functionality of computer software/hardware products to customers.
• Input data into computer system to ensure proper inventory management/control.