Kimberly Muenzel Email & Phone Number

Harleysville, Pennsylvania, United States

East Norriton, Pennsylvania, United States

553 Foundry Rd, East Norriton, Pa 19403

• Currently manage 4 customer support specialists and 1 Customer Service Training Manager.• Successfully implemented and maintains companies phone system.• Created call groups, call routing, and metrics for each department.• Created and maintain Standard Operating Procedures to ensure consistency and process are followed within the center.• Ensure consistent top customer service and timely follow-up with all customers at various stages of the ticket.• Handle escalated customer service complaints with tact and judgment.• Maintaining the Expo Logic building and its vendors to ensure a safe working environment.• Completed special projects by using effective decision-making, critical thinking, and time management skills.• Devised and published metrics to measure the organization's success in delivering world-class customer service.• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.• Onboarded new employees, including training, mentoring, and new hire documentation.

Collegeville, Pa

• Created a customer satisfaction survey and ensured that there is a regular review of the results and follow up with respondents to guarantee issues are resolved and the customers are satisfied.• Maintained the mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimizations.• Gathered and set the priority on bugs that needed to be fixed by the development team and ensured they are set for their release dates.• Managed the remote professional service team, created sow's to ensure projects are delivered on time and within the customer's budget.• Created support documentation that empowered and enabled the user community to extend skills, leverage system features, and find resolutions to questions without intervention from the support team

Yardley, Pa

• Managed 25 customer service specialists and website developers in 2 remote locations.• Developed customer service systems and processes.• Increased revenue by 91% in 4 months.• Consistently provided outstanding support to upper management, CS team and vendors.• Created valid performance metrics and reporting for monthly meetings.• Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.• Monitored employee performance to identify areas for improvement and additional training needs.• Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.

Merck And Co. Lansdale, Pa

• Managed wireless network for Fortune 500 company.• Monitored performance of Verizon and Sprint as providers.• Conducted formal quarterly audits to ensure contract compliance with all vendors.• Created valid performance metrics and reporting to manage profitability and effectiveness of vendors.• Reviewed on-site performance and compliance to documented policies and procedures.• Negotiated and managed service agreements.• Call Center Help Desk escalation contact for difficult technical issues

Lansdale, Fort Washington And Willmington, De

• Promoted from an entry-level position to Manage the headquarters primary customer service center for 4 major accounts.• Managed 5 major National Accounts: Merck, McNeil Pharmaceutical, CIT Financial Group, Barclay's Bank, and Brokers Edge.• Managed 25 people in Call Center; Reviewed development needs of call center agents and developed individual plans for improvement, growth, and/or career progression.• Ensured proper resolution to escalated member concerns and documented resolution appropriately.• Developed plan for workforce management, including productivity, forecasting, analysis of shift patterns, and their impact on service levels.• Reviewed all statistics for Call Center and created an action plan to ensure attainment of goals and objectives.

Irvine, Ca

• Provided telephone support for clients using an online service.• Trained real estate agents to use online service for extracting data.• Loaded software, granted permissions and configured hardware for new clients.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Activated accounts for clients interested in new services.• Installed, modified and repaired software and hardware to resolve technical issues.

Hayward, Ca

• Trained and mentored customer service representatives.• Prepared Grant Deeds, Deeds of Trust and documents related to the Real Estate industry.• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.• Followed through with client requests to resolve problems.• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.

Alameda,Ca

Security clearance – Secret

Associate'S Degree, Commercial And Advertising Art

Commerical Art, Commercial Photography

Activities and Societies: Ski Club