Kimberly A.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Kimberly A. is a highly adaptable Customer Service Specialist with over three years of experience supporting fast-paced, client-focused environments in the pet insurance and travel industries. She has managed more than 50 daily inquiries at Petsure Services Inc., achieving a 95% first-contact resolution rate by addressing claims, policy updates, and billing questions. Her background includes providing customer support for American Express cardholders and WNS Global Services, where she handled travel bookings and personalized experiences for Australia and New Zealand accounts. Kimberly also brings valuable skills in CRM management, data entry, and basic bookkeeping with QuickBooks Online. Her expertise extends to multi-channel support, administrative support tasks, and the use of Google Workspace, Microsoft Office, and Salesforce to optimize workflow and client relations.
Experience
Virtual Assistant
nullPerformed administrative support tasks such as data entry, maintained CRM, and handled professional email correspondence. Carried out basic bookkeeping with QuickBooks Online and conducted online research. Engaged in photo and video editing using Canva, while also formulating Standard Operating Procedures (SOPs) to enhance workflow and task management.Customer Service Officer
Petsure Services Inc.Handled over 50 daily inquiries through phone and email for an Australian pet insurance account. Achieved high first-contact resolution by addressing claims status inquiries, policy updates, and billing issues. Maintained CRM records accurately to support customer retention and meet regulatory compliance.Travel Consultant
American ExpressOversaw travel reservations for American Express cardholders, which included booking, modifications, and cancellations. Enhanced customer experiences by maximizing reward points through superior service.Travel Consultant
WNS Global ServicesProvided support via phone, chat, and email for travel accounts in Australia and New Zealand, delivering personalized service in booking and customer support. Strengthened customer retention by offering prompt responses and tailored solutions.
Skills & Expertise
Education
- Bachelor of Science in Tourism Management (Undergraduate)Polytechnic University of the Philippines
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