Kimberly Gadson
North Little Rock
Summary
Highly motivated and professional Customer Service Representative with over 10 years of experience providing high-level support in telephone customer service, including sales, tech support, and customer care. Exceptional at providing clear and concise information, using clarity and strong diction, easily handles conflict resolution and manages sensitive information with empathy and sincerity. Consistently demonstrates excellent communication and interpersonal skills with a proven ability to work independently and as part of a team. Personal goal to have a positive impact with customers and and colleagues, demonstrated through quality service and considerable merit.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst (LL)
Ally
10.2024 - Current
Monitored and scored 15-20 calls per day.
Met performance goal with accuracy month over month.
Reviewed policies per Knowledge on a day to day basis to make sure Agents were adhering to state and federal laws.
Customer Solutions Specialist
Ally Financial
11.2019 - Current
- Preparing and hosting team meetings
- Handles 150+ calls daily
- Handles customers with speed, accuracy, and professionalism
- Adheres to state and federal laws
- Handles confidential information and documents with discretion and attention to detail
- Manages escalated customers needs and addresses concerns quickly and professionally
- Manages working under high-demand and exhibit exceptional time management skills
- Achieved 0% rate of moderate and major QC defects for 2020
- Ally Financial Departments Experience
- PCO
- CSG
- FPD
- EPD
- Roll Blockers
Customer Advocate
Verizon Wireless
06.2013 - 10.2018
- Handled 60+ calls daily
- Retrieved and interpreted customer data
- Presented relevant product information
- Signed up existing customers for new services
- Provided cancelling services
Education
Pulaski Technical College
North Little Rock, Arkansas05.2012
Diploma - undefined
Searcy High School
Searcy, Arkansas05.2005
Skills
- Mentors peers and new hires via side-by-sides
- Works with other high performers on team to discuss & share best practices & ideas
- Creates PowerPoints with relevant Quality Assurance information to disburse to work groups
- Consistently mitigates risk for Quality Assurance with top performance yearly
- Exceptional communication and interpersonal skills
- Exceptional problem-solving skills
- Strong organizational and time-management skills
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Experienced in major customer software and handling financial documents
AWARDS
Elite, 6+ months, 2021, Highest Customer Satisfaction 1st and 2nd Quarter 2018, Coin of Excellence June 2015, Top Upgrades March 2014, September 2014, May 2015
Timeline
Quality Assurance Analyst (LL)
Ally
10.2024 - Current
Customer Solutions Specialist
Ally Financial
11.2019 - Current
Customer Advocate
Verizon Wireless
06.2013 - 10.2018
Diploma - undefined
Searcy High School
Pulaski Technical College
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