Kimana Joseph
Dominica
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Supervisor
Farmers Insurance
11.2016 - 11.2021
- Provided guidance and support to customer service representatives in resolving complex customer inquiries.
- Trained new customer service representatives on company policies and procedures and ways to strengthen relationships.
- Created reports analyzing customer feedback data, identified areas of improvement, and developed strategies for resolution.
- Researched escalated customer complaints and worked with other departments to resolve issues quickly and efficiently.
- Ensured compliance with applicable laws, regulations, industry standards, and organizational policies when handling customer inquiries.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
Customer Relations Specialist
The Home Depot
12.2021 - 07.2022
- Developed relationships with customers to ensure repeat business.
- Collaborated with other departments to ensure timely resolution of customer issues.
- Provided training sessions for new employees on proper handling of customer relations tasks.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized visualization tools such as Tableau or Power BI to present findings.
Manager of Operations
The Home Depot
08.2022 - Current
- Conduct regular staff meetings, performance evaluations, and training sessions to foster a positive and productive work environment.
- Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
- Managed customer complaints and rectified issues to complete satisfaction.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Associate of Science - Business Administration And Management
Dominica State College
Dominica09-2016
Skills
- Staff Motivation
- Service Level Agreements
- Innovation and Creativity
- Sales Support
- Problem solving
- Ability to work independently
- Conflict Mediation
- Guest Services
References
References available upon request.
Timeline
Manager of Operations
The Home Depot
08.2022 - Current
Customer Relations Specialist
The Home Depot
12.2021 - 07.2022
Senior Customer Service Supervisor
Farmers Insurance
11.2016 - 11.2021
Associate of Science - Business Administration And Management
Dominica State College
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