KIMBERLY POWERS
Lincolnshire
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
30
30
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Customer Service Manager
Deerfields Bakery
Buffalo Grove
08.2024 - 11.2025
- Managed daily customer service operations at renowned bakery, handling customer contact via web orders, phone orders, and escalations from retail floor to ensure smooth service delivery.
- Resolved customer complaints with prompt and empathetic responses.
- Monitored service quality and proactively addressed issues with team to enhance customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Acted as point-of-contact for customers and internal teams on escalated issues, facilitating effective communication and timely resolutions.
- Trained staff on effective communication and customer engagement techniques.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Managed the wholesale side of the business as well, working with hotels, country clubs and venues to provide products that suited their needs along with securing pricing and delivery.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Private Caregiver
PRIVATE RESIDENCE
Buffalo Grove
11.2017 - 04.2024
- See to the needs and wants of an 81 year old stroke patient (left side hemiplegic, insulin dependent diabetic, with stage 3 CKD)
- She is a widow now, prior to 3/2021 I also helped her husband who was in CHF, diabetic, end stage renal disease on dialysis and lymphedema
- I took care of food prep, bills and money matters, medication dispensing, more focus on the wife with toileting, showering, clothing and help with daily therapy
- I have worked 12 hour days with them until their daughter gets home to relieve me
- Coordinated medical appointments, errands, and social events.
- Collaborated closely with interdisciplinary team members including nurses, physicians, social workers and therapists.
- Served as an advocate for client rights by promoting autonomy at all times.
- Collaborated with healthcare professionals to ensure optimal patient outcomes.
- Coordinated with doctors and registered nurses to develop care plans for clients.
Customer Service Representative / Customer Service Lead
APS
Lake Zurich
03.2014 - 05.2017
- Second point of contact for large customers who are in need of aircraft repairs/parts, some of the largest aviation companies in America
- Managed daily phone calls and emails to provide quotes and updates on repairs, ensuring customer inquiries were addressed promptly.
- Facilitated communication with in-house repair shop to fulfill customer requests efficiently.
- I collaborated with exchanges and core returns to ensure customer satisfaction.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Developed strong customer relationships and loyalty through effective communication.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Assisted with training and mentoring new team members.
Administrator
CHEYTECH ENGINEERING SERVICES
Buffalo Grove
08.2012 - 03.2014
- Responsible for all administrative support including invoicing, payroll, AP/AR, employee relations, client interfacing and human resource duties for all consultants.
- I have also taken on a recruiting role to find new consultants, either through contacts or a talent search via internet based employment boards.
Office Manager
K+ PROCESS & FACILITIES
Schaumburg
08.2006 - 05.2009
- I was the first line of contact for all employees and contract workers when it came to issues involving all aspects of human resources, payroll, expense reports, travel arrangements, scheduling and also the general management of the administration staff in house.
Recruiter
QUALITY TEMPERM INC
Schaumburg
03.2006 - 08.2006
- My function was that of a typical employment recruiter.
- I would find candidates via job postings in the newspaper and/or internet sites like Monster.com or Craigslist.com.
- This was a unique company because it is exclusively in the quality control/quality assurance and manufacturing field.
- I also took part in account management, finding new potential customers and keeping the current ones coming back to retain our services.
Recruiter
SMITH MARKET RESEARCH
Deerfield
06.2003 - 08.2004
- I was a team lead for a group of market research recruiters.
- The company had many clients that would set up test groups from everything from vehicles to consumer food products, medical conditions to small business entrepreneurs.
- I was responsible for briefing the team into what they were looking for in a participant, and also helping to write the questionnaires that they would ask prospective test subjects.
Front Desk Manager
COUNTRY INN AND SUITES
Riverwoods
12.2001 - 06.2003
- I was hired as a Front Desk Manager of a hotel chain.
- I excelled in this role and was promoted to the Sales/Banquet Manager.
- I enjoyed this position immensely.
- The hotel was majority booked by the local businesses to accommodate the out of town travelers.
- I was able to bring in Siemens, Plexus and also Baxter during my time there.
- We held a 90% + occupancy during the week.
- During the weekends, I was able to get our hotel to become a preferred vendor to local banquet halls, entertainment coupon books and also worked package deals with local events like Long Grove Festivals, Great America Fright Fest, and Ravinia concerts.
Assistant/ Jr. Recruiter
CYBERSEARCH, LTD
Rolling Meadows
10.1998 - 10.2001
- I was the administrative support for 7 I.T. Recruiters.
- I maintained all database files on consultants and prospective candidates.
- I was responsible for writing and submitting all open position orders, and would post jobs on internet boards and be the first contact with new possible candidates.
Various Positions
NEW CONCEPT CONSULTANTS
Buffalo Grove
08.1995 - 10.1998
- Executed filing, data entry, bill payment, bank deposits, and reconciliation to support efficient office operations.
- Managed office operations, interfaced with clients and vendors, and recruited consultants for contract positions.
- Collaborated with owner to deepen understanding of business operations, leading to increased responsibilities.
- Secured a promotion to Administrative Assistant following graduation in June 1994.
- Managed office operations, interfaced with clients and vendors, and recruited consultants to meet project needs.
Education
Bachelor's - Business Administration
DePaul University
Chicago, IL 08.1994 - 06.1998
High school diploma - General
Adlai E. Stevenson High School
Lincolnshire, IL 08.1990 - 06.1994
Skills
- Customer Service Training
- Conflict Resolution
- Client Relationship Management
- Team Leadership
- Account Management
- Sales Strategy
- Inside Sales
- Business Development
- Market Research
- Salesforce
- ERP Systems
- Microsoft Office
- Data Entry
- Customer support
- Management
Certification
Driver's License
Assessments
- Inside Sales, Proficient, 11/01/19
- Customer Focus & Orientation, Highly Proficient, 08/01/19
- Outside Sales, Highly Proficient, 08/01/19
- Problem Solving, Proficient, 08/01/19
- Scheduling, Highly Proficient, 08/01/19
- Verbal Communication, Highly Proficient, 08/01/19
- Sales Skills: Influence & Negotiation, Proficient, 08/01/19
- Medical Terminology, Proficient, 01/01/20
- First Aid, Proficient, 01/01/20
- Nursing Skills: Patient Focus & Orientation, Highly Proficient, 01/01/20
- Home Health Aide Skills, Proficient, 01/01/20
- Nursing Aide Skills, Highly Proficient, 01/01/20
- Customer Focus & Orientation, Highly Proficient, 05/01/20
- Sales Skills, Highly Proficient, 09/01/20
- Call Center Customer Service, Proficient, 10/01/20
- Written Communication, Proficient, 08/01/21
- Outside Sales, Proficient, 08/01/21
- Remote Fit, Proficient, 02/01/21
- Business Math, Highly Proficient, 02/01/21
- Data Entry: Accuracy, Highly Proficient, 02/01/21
- Customer Service, Proficient, 08/01/21
- Customer Focus & Orientation, Proficient, 07/01/21
- Typing, Proficient, 02/01/21
Timeline
Customer Service Manager
Deerfields Bakery
08.2024 - 11.2025
Private Caregiver
PRIVATE RESIDENCE
11.2017 - 04.2024
Customer Service Representative / Customer Service Lead
APS
03.2014 - 05.2017
Administrator
CHEYTECH ENGINEERING SERVICES
08.2012 - 03.2014
Office Manager
K+ PROCESS & FACILITIES
08.2006 - 05.2009
Recruiter
QUALITY TEMPERM INC
03.2006 - 08.2006
Recruiter
SMITH MARKET RESEARCH
06.2003 - 08.2004
Front Desk Manager
COUNTRY INN AND SUITES
12.2001 - 06.2003
Assistant/ Jr. Recruiter
CYBERSEARCH, LTD
10.1998 - 10.2001
Various Positions
NEW CONCEPT CONSULTANTS
08.1995 - 10.1998
Bachelor's - Business Administration
DePaul University
08.1994 - 06.1998
High school diploma - General
Adlai E. Stevenson High School
08.1990 - 06.1994