Kimberly A Gee

Kimberly Gee Mebane, NC 27302-- Authorized to work in the US for any employer Work Experience Technical Support Representative / Agent Support Sutherland Global Services / Remote - Rochester, NY February 2016 to December 2017 Assist customers with there technical issues with TV equipment Explain billing charges to customers had on calls Assisted agents with questions they Team Lead Sitel - Work at Home June 2013 to December 2015 Lead team of 16 -26 agents in a work at home environment. Set KPI goals through 1x1 with agents Created PowerPoint Presentations and presented to upper management Call monitoring QAs Handled Supervisor calls from customers Taught classes in virtual environment Tech Support DirecTV/Sitel - Work at Home March 2013 to June 2013 Help customers with there technical issues Aiding with billing questions Was top percentage of KPIs QA TAPCO Group - Elkland, PA March 1996 to September 2012 Checking parts every 2 hours for defects Weighing parts twice during shift Writing PSR's for defected parts produced on other shifts Keep track of product checks and order changes INTERSHIP: TAPCO Group 112 Industrial Park Elkland, Pa 16920 Internship Knowledge: • Worked with employees on descriptions of their job duties • Used Excel to develop job descriptions for positions within the plant • Worked with Supervisor on scheduling and shift notes • Distributed safety topics and plant notices to employees Education Bachelor's in Human Resource Management University of Phoenix 2011 to 2013 Associate in Psychology University of Phoenix March 2010 High School Diploma Addison Central School 1993 Skills Remote work, Customer Service, Technical Support, Team Management, Excel, Data Entry, Training & Development, Powerpoint Additional Information QUALIFICATIONS: • Management for team of 18-28 agents • Exceptional computer skills with Microsoft Word, Excel, PowerPoint, and Outlook • Strong organizational and interpersonal skills. • Reliable and adaptable; learns new systems quickly. • Exceptionally organized and resourceful. • Able to implement decisions and set effective priorities to achieve both immediate and long-term goals. • Strong phone skills and ability to adapt to situation that is being dealt with.