Kimberly Cordon

Customer-focused professional with 2+ years of experience in healthcare, mortgage services, consumer products, and customer support. Experienced in client communication, account management, remote operations, team coaching, quality assurance, performance monitoring, and handling sensitive information. Promoted to Temporary Team Leader during a healthcare account launch, providing coaching, QA support, call evaluations, compliance reviews, and performance guidance.

Strong problem-solving, communication, empathy, attention to detail, and accountability, with experience guiding customers through complex processes and working independently in remote environments.

Cashier / Store Operations at EDS FOOD & DELI

• Worked as a cashier for a year, assisting customers and handling daily purchases and transactions.
• Processed cash and check-cashing transactions, making sure transactions were handled accurately.
• Helped with the end-of-day closing, counting and checking the cash from the cashier lines.
• Worked toward sales goals for specific products and helped promote those products to customers.
• Checked the store's inventory to keep track of products that needed to be restocked.
• Placed orders with suppliers when products were running low and helped make sure the store had the items needed for daily operations.
• Assisted customers with questions and purchases while maintaining a friendly and professional attitude.
• Handled different responsibilities throughout the day and worked independently when completing assigned tasks.

Customer Service Representative — TELUS Health Account at TELUS INTERNATIONAL (2023-08 – 2024-01)

• Assisted customers with account questions and TELUS Health services.
• Managed dependent information and authorization forms, ensuring required information and documentation were in place.
• Updated customer information while following required procedures.
• Identified customer needs and directed requests to the appropriate department or service.
• Handled customer concerns professionally and used problem-solving skills to provide appropriate assistance.

Customer Service Representative / Tech Support — Woodstream Account at FIVE STAR CALL CENTERS (2024-02 – 2025-11)

• Provided customer support for the Woodstream account in a work-from-home position.
• Responded to customer emails and assisted with questions, requests, and pending tasks.
• Handled escalation calls and worked to resolve customer concerns.
• Processed refunds, order adjustments, and replacement requests.
• Provided product information and troubleshooting support regarding zareba electric fences.
• Maintained performance in quality, AHR, and customer satisfaction.
• Worked independently while keeping up with customer requests and team responsibilities.

Temporary Team Leader — Healthmine Account at FIVE STAR CALL CENTERS (2024-02 – 2025-11)

• Worked as a Temporary Team Leader during the launch of the Healthmine account.
• Conducted interviews for new team members and helped identify candidates for available roles.
• Created and prepared scripts for role-play exercises used during the hiring and training process.
• Provided coaching and support to newly hired agents.
• Assisted with QA, call evaluations, and compliance reviews.
• Provided feedback and performance guidance to help agents improve.
• Supported the team during the account launch and helped maintain service quality and customer satisfaction.

Customer Service Representative at MODER — FREEDOM MORTGAGE ACCOUNT (2025-11 – 2026-06)

• Assisted customers with multiple mortgage loan types, payment scheduling, and account inquiries.
• Reviewed and explained escrow analyses, payment information, and account changes.
• Provided and explained Deed of Trust documents and related mortgage information to customers.
• Processed payment reallocations and assisted with payment-related requests.
• Opened customer disputes and assisted with one-time late-fee waiver requests.
• Reviewed third-party authorizations and requirements for authorized individuals to access account information.
• Assisted customers with account questions and provided appropriate solutions based on their loan and account details.
• Handled sensitive financial information while following established procedures and maintaining accuracy.

High School Diploma – LAKE WORTH HIGH SCHOOL — FLORIDA, USA (2023)