Kimberly A.
Mid-Level Cloud Technical Support Associate
Open to offersNew to PlatformAbout
Kimberly A. is a skilled Customer Service Agent and Technical Support Associate from the Philippines with extensive experience in customer satisfaction and technical troubleshooting. She currently serves as a Cloud Technical Support Associate at Accenture, where she excels in diagnosing and resolving hardware, software, network, and cloud-related issues, utilizing ITSM tools for incident management. At ARC Business Services, she managed subscription services and billing inquiries, enhancing customer retention through effective communication strategies. Kimberly's experience at Teleperformance involved assisting with healthcare insurance processes, while her role at Alorica centered on retail support, order management, and customer complaint resolution. She holds a background in Industrial Technology and is proficient in systems such as Salesforce and AWS. Her dedication to continuous learning and adaptation to new technologies positions her as a vital asset in customer service and technical support.
Experience
Cloud Technical Support Associate
Accenture · 2024 — PresentDelivered first-level technical support by addressing hardware, software, network, and cloud-related issues through various communication channels, ensuring adherence to SLA requirements. Oversaw service requests by documenting, tracking, prioritizing, and resolving incidents utilizing ITSM tools, and managed account provisioning and access management while escalating complex issues when necessary. Fostered high-quality customer support by employing effective communication strategies, structured troubleshooting methods, and collaboration with cross-functional teams for improved issue resolution.Customer Service Support
ARC Business Services · 2023 — 2024Administered subscription services by managing inbound calls related to membership activation, renewals, cancellations, and account updates, ensuring accurate documentation within the CRM. Addressed billing concerns, facilitated refunds, and resolved subscription-related issues in accordance with company policies and security protocols. Enhanced customer satisfaction by verifying accounts, responding to inquiries, and applying retention strategies to mitigate cancellations.Customer Service Support
Teleperformance · 2022 — 2023Supported healthcare insurance enrollment processes, assisting with plan selection, verifying eligibility, and managing application submissions while ensuring compliance with established policies and regulations. Provided claims assistance by responding to inquiries, explaining benefits and coverage, and addressing claim-related issues via detailed investigation and coordination with internal teams. Maintained member accounts by updating records, verifying identities, and documenting interactions accurately within CRM systems, upholding data security and customer service excellence.Customer Service Support
Alorica · 2020 — 2021Managed inbound and outbound customer interactions across various channels for retail support, including inquiries about products, order management, and loyalty program assistance. Processed transactions involving orders, returns, exchanges, and refunds while ensuring precise documentation adherence to CRM standards and company policies on data privacy. Resolved customer complaints and escalations, delivered product knowledge, and supported upselling initiatives, collaborating with cross-functional teams to improve overall customer experience.
Skills & Expertise
Education
- Bachelor of Science in Industrial Technology – Garments TechnologyMMSU · — — 2020