1. Kimberly Gerhard
813 Fredericks Grove Road
Lehighton, PA 18235
C: 484-464-3295
kimbeesg@yahoo.com
Highlights:
• Five + years of experience with supporting contact center applications implementations
and including multi channel routing.
• Solid understanding of ERP systems
• Knowledge of Agile project.
• Experienced in the Software Development Life Cycle, eliciting and documenting
requirements, defining business processes and QA/Testing.
Experience:
Mountain View Optometry/ Palmerton, PA
Multimedia Specialist
Developing website using Wordpress and managing all social media outlets.
PPL Electric Utilities /Allentown, PA
Business Analyst
BA on software development projects related to self-service applications and customer service
tools.
• Created user stories and test plans for customer service tools.
• Assisted in creating process map for automated system and processes.
• Managed and performed QA/testing.
• Followed the Agile process for all assigned projects.
• Managed project backlog in Microsoft Visio.
• Organized and conducted meetings.
• Managed the backlog of defects.
• Participated in the communication for change management.
• Assisted in implementation of new processes for customer service tools.
• Helped internal customers with issues and concerns with customer service tools.
• Able to allocate my time to several projects.
• Provided floor support when enhancements went into production.
• Managed more than one project at one time.
• Subject matter specialist in various projects.
PPL Electric Utilities / Allentown, PA
Customer Service Representative

2. A Customer service representative helping customers with their concerns on their accounts and
acting as a subject matter specialist in various projects.
• Assisted in QA/ testing for various new customer service tools and self-service
applications.
• Assisted in developing a new flow chart for IVR and OnTrack
• Acted as a key contributor in the integration of the new phone system and reporting
system.
• Instrumental in changing and creating new company policies.
• Initiate work requests for new construction, temporary service, and service changes.
• Collections for residential and commercial accounts.
• Assist customers with web issues.
• Respond to PUC formal and Legislative complaints.
• Educate customers on how to reduce electric usage.
• Inform customers on shopping for an electric supplier.
• Participate in call monitoring program with upper management
• Organize special events.
• Periodically conduct team meetings.
• Provide call escalation support for customers who previously had a bad experience.
• Participates on the Renewable Energy Team.
Education:
University of Phoenix March 2011
Master Degree
• Psychology
University of Phoenix 2004 – 2009
Undergraduate Degree
• Business Administration
Lehighton Area High School Lehighton, PA
• High School Diploma
Training:
• Certificate in Project Management Basics
PPL Projects:
• 2010 OnTrack Enhancements
• 2011 EU Web Redesign
• CTP 2011 Enhancements
• CTP 2012 Enhancements
• Standard Offer
• IVR Enhancements
• Interaction Client System
• CISCO phone
• Customer Service Agent Desktop
Application
• Disputes for Einstein
• Einstein

3. Skills:
Agile, Flow Charts, PPL Customer Service tools, Decision Making, IVR, Interaction Client, Skill
based routing, CISCO phone system, Microsoft Office Applications, Microsoft Visual Studio, HP
Quality Center,