Kimberley Billingslea

Dedicated Customer Service Professional with over 20 years of experience resolving inquiries and complaints across phone, chat, and email. Proven ability to maintain a positive attitude, de-escalate situations, and ensure customer satisfaction. Proficient in CRM systems, SAP, and troubleshooting technical issues. Eager to leverage strong communication and problem-solving skills to enhance customer support operations.

Driver Support Specialist at Go Share (2026-03 – 2026-07)

• Provide driver support and customer service assistance in a fast-paced logistics environment.
• Perform accurate data entry for newly onboarded drivers added to the platform.
• Maintain detailed records while ensuring accuracy and compliance with company procedures.
• Assist with operational support and communication between drivers and internal teams.

Overnight Liaison for Service (Contractor) at Impellium Group

• Delivered operator-level solutions to diagnose and troubleshoot basic hardware issues, escalating more complex challenges as necessary.
• Facilitated resolution of customer and field issues through effective support functions.
• Utilized SAP and CRM Systems to efficiently manage customer and field interactions via phone, email, CRM, and web requests.
• Coordinated dispatch services for customers while overseeing the Dispatch console for field operations.
• Supported various projects through cross-functional teamwork.

Independent Customer Service Representative at Arise (2021 – 2024)

• Supplied accurate and pertinent information in response to client inquiries, enhancing the customer experience.
• Reviewed and documented potential non-compliance issues, maintaining quality standards.
• Escalated client service issues to ensure timely resolutions and client satisfaction.
• Documented client requests with accompanying photos as needed, generating detailed reports to aid in resolution.
• Managed travel support by booking reservations and processing payments, including cancellations.
• Addressed incoming calls from customers and guests experiencing technical difficulties on the website, Travel Agent Portal, Online Check-in, and all Presale portals.
• Troubleshot minor technical issues, escalating complex problems to IT by opening service cases for resolution.
• De-escalated situations involving dissatisfied members, researched issues, and provided viable solutions.
• Assisted with roadside assistance calls, gathering consumer information on locations and required services, and dispatched appropriate help.
• Took ownership of escalated customer concerns, capturing all details surrounding complaints and following procedural steps to manage data and responses to inquiries.
• Followed up with customers via phone, email, or text to resolve appliance-related issues, closing cases with successful actions.
• Negotiated and implemented concessions, crafting creative solutions that benefited both customers and the company.
• Collected information from multiple resources to identify concerns and presented suggested resolutions to the Team Leader or Team Manager, completing consumer reviews for satisfaction before case closure.
• Volunteered for the Stand Up for Cancer Campaign, collecting donations to support the cause.
• Achieved personal and team qualitative and quantitative performance objectives.

Customer Service Representative at Brand Products Plus (2021 – 2021)

• Provided accurate and appropriate information to effectively address customer inquiries.
• Resolved customer complaints promptly, enhancing satisfaction and loyalty.
• Established customer rapport through engaging inbound and outbound calls.

Consumer Information Liaison at ECRM (2019 – 2020)

• Delivered accurate and relevant information for customer inquiries, fostering clear communication.
• Handled customer complaints efficiently and in a timely manner, reinforcing trust.
• Built rapport with customers through proactive inbound and outbound calling efforts.
• Escalated complex client service issues to senior team members and management to ensure resolution.

Tier Three Customer Service Representative at TTI Floor Care (2013 – 2017)

The company relocated and offered severance pay in November 2017.

• Provided accurate and pertinent information to resolve customer inquiries effectively.
• Addressed customer complaints across phone, chat, and email channels in a timely manner.
• Cultivated strong customer rapport through consistent inbound and outbound communication.
• Served as a team lead, contributing to enhanced service center profitability through strategic initiatives.
• Performed additional duties as assigned to support team objectives.

High School Diploma – Shaker Heights High School

Administrative Assisting in Administrative Assisting – Sawyer College of Business