Kimberly Cu Email & Phone Number

Seattle, Washington, United States

Seattle, Washington, United States

Seattle, Washington, United States

Seattle, Washington, United States

• Acting as an initial point of contact for customer. Bulk of support is performed via trouble-ticketing system, and email. To a lesser extent, support is provided via phone.
• Reviewing monitoring tools and trouble-ticketing queues.
• Assisting new customers navigate a new service and positioning them for success.
• Creating, reviewing, updating, and resolving trouble tickets.
• Escalating requests to next tier and Network Operations personnel, when necessary.
• Processing LNP work order requests (i.e., “porting telephone numbers”).

Woodinville, Washington, United States

Woodinville, Washington, United States

• Assisted Program Managers with purchase order administration (received, entered, logged, and distributed).
• Assisted Program Managers with various administrative tasks including securing shipping manifests, entering data onto customer portals, and updating/distributing daily metrics.
• Performed purchase order review for valid terms and conditions, price and lead time validation, ship to address, and special instructions. Verified correct SART routing and aircraft codes.

Redmond, Washington, United States

• Reviewed and determined what service reports from field service require further investigation.
• Complaint entry, primarily from field service reports as required.
• Communicated with field service to ask screening questions or obtain missing information.
• Communicated and coached technical support, service depot, and field service team members on reporting expectations.
• Assisted with data collection and trending as required.
• Coordinated product returns and RMA creation.

Bothell, Washington, United States

• Troubleshot insurance software, networks, database platforms, and operating systems in a contact center environment.
• Researched and provided data to upper management in order to create better standard procedures to cut down call/case volume.
• Assisted other representatives by bridging knowledge gaps in order to improve first contact resolution and to service customers in a timely manner.
• Managed customer account needs.
• Acted as a liaison between account managers, billing, and other internal teams.

Seattle, Washington, United States

• Provided prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.
• Built Platform and business knowledge to better serve sellers.
• Maintained a positive and professional demeanor portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrated excellent time-management skills and the ability to work independently using departmental resources, policies, and procedures.
• Contributed to a positive team environment and proactively aided team members with difficult contacts as needed.
• Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.

Redmond, Washington, United States

• Responded to telephone inquiries and complaints using standard procedures.
• Gathered information, researched/resolved inquiries, and logged customer calls.
• Communicated appropriate options for resolution in a timely manner.
• Informed customers about services available and assessed customer needs.
• Provided assistance and troubleshooting support to customers.

Bachelor Of Science - Bs, Computer Science, 3.93

Bachelor Of Arts - Ba, Comparative History Of Ideas