KHKimberly Hannam
@kimberlyhannam
Experienced customer support specialist with a focus on client success.
JamaicaWhat I'm looking for
I am a dedicated customer support specialist with over 5 years of experience in the tech industry, specializing in client success and issue resolution. My journey has been marked by a commitment to enhancing customer experiences and driving satisfaction through proactive problem-solving and effective communication.
At Everlance, I significantly improved customer satisfaction by 30% through efficient management of support requests and expert technical issue resolution. My role involved educating clients on preventative measures, which led to a notable decrease in recurring issues. I have a proven track record of boosting trust and loyalty among customers, and I thrive on creating tailored solutions that meet their unique needs.
Throughout my career, I have honed my skills in various roles, from support and marketing to client success. My experience includes utilizing tools like VS Code and GitHub to ensure content accuracy and quality, as well as coordinating events that align with client specifications. I am passionate about delivering exceptional service and continuously seek opportunities to enhance my skills and contribute to team success.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist - Tier II
Everlance
Jan 2022 - Present (3 years 4 months)
Enhanced customer experience by efficiently managing and resolving support requests, resulting in a 30% increase in customer satisfaction and retention. Improved customer satisfaction by 15% through expert technical issue resolution, boosting trust and loyalty.
Support & Marketing Specialist
Content Camel
Jan 2022 - Dec 2023 (1 year 11 months)
Monitored and logged all support center activity via our Front ticket management system, while promptly escalating any web dashboard issues to our engineering department. Utilized VS Code and GitHub to verify 50+ content articles, ensuring accuracy and consistency with briefs, enhancing overall content quality and customer experience.
Client Success Representative
Retrera
Oct 2021 - Mar 2022 (5 months)
Developed tailored agendas and facilitated personalized experiences to deliver optimal client satisfaction. Coordinated all aspects of the offsite event, including booking restaurants, flights, activities, and transportation.
Sales & Customer Success Representative
Smart Term
Nov 2020 - Nov 2021 (1 year)
Educated customers on the best use cases of our product to help them recognize its value and achieve compliance quickly. Utilized company's software Monday.com to update the sales pipeline with new leads and progress on existing leads, while maintaining open communication with company management.
Customer Support Representative
Caribu
Oct 2021 - Nov 2021 (1 month)
Proactively engaged with customers through various channels such as email, phone, social media, and customer review sites as the first point of contact for support inquiries. Resolved customer inquiries with logical thinking and attention to detail, resulting in a 15% improvement in first-time ticket resolution rate.
Education
Degrees, certifications, and relevant coursework
University Of Technology
Hospitality & Tourism Management
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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