Kim January

Handle 60+ incoming and outgoing customer calls Meet or exceed performance metrics (e.g., call handling time, customer satisfaction scores) Manage high call volumes effectively during peak times

Team Lead - Customer Service Representative at Answernet - Formerly Westpark Communications (2021-03 – Present)

• Handle 60+ incoming and outgoing customer calls
• Meet or exceed performance metrics (e.g., call handling time, customer satisfaction scores)
• Manage high call volumes effectively during peak times
• Ran & reported KPIs
• Supervised a team of 20 agents
• Performed monthly quality assurance reports
• Performed training as needed both soft skills & account training
• Experienced Dispatcher
• Performed agent 1:1 to boost morale and engagement
• Provided real time support to a team of 100 agents at any given time

Grocery Courier at Shipt (2017-12 – 2021-03)

• Receive orders, shop at partnered retail stores
• Pick quality items, manage substitutions per customer preferences
• Pack and safely deliver items within the scheduled time window
• Customer engagement

Team Lead at Jack in The Box (2016-02 – 2017-09)

• Maintain drawer counts are correct with sales
• Provide a friendly, positive experience for customers
• Maintain labor hours with the crew on shift

Bachelor of Science in Criminal Justice – Sam Houston State University (2024-12)