Customer Care by Day, Rock Star by Night

By: In: Employee Stories On: Jul 28, 2016
Customer Care by Day, Rock Star by Night

Friendliness, patience, and determination are qualities that make for a remarkable customer service agent, and Kim possesses all three.  As a member of Iron Mountain’s Customer Care team, she works directly with our customers to help serve their needs. After expertly handling a particular case, Kim received some unsolicited and very enthusiastic feedback from one of our customers. Seeking help with an extensive internal project, the customer called in and was put in contact with Kim. Quickly, Kim was able to schedule time for the customer to visit our records facility to access her boxes. She then needed to have some of those boxes delivered to a different business, with unique and precise delivery instructions. Our customer greatly appreciated the efficient help, and Kim was pleased that it “worked out beautifully.”

Kim isn’t just a rock star in the world of customer care. Read on to discover more about her:

Kim, what is the coolest part of your job?

The best part of my job is learning different things every day. There’s always something new, so every day is fresh and interesting, never dreary or dull.


When you’re not helping customers, what do you like to do?

I am a singer in a rock band, and I also enjoy fantasy novels and games—video games, board games, you name it. I also spend time watching Netflix with my boyfriend and dog.

Who has had the greatest impact on your life?

My family members have always had a significant impact on my life.  My mom is patient, my dad is generous, my brother is honest and my sister is confident.  I try to bring their best qualities out in everything I do.


Do you have a personal motto or favorite saying?

I have been collecting quotes since I was in 7th grade so it’s really hard for me to pick a favorite, but the thing I say most often is “It’s going to be okay.”  No matter what is going on at this very moment, time will continue to pass and we can only look to the future.  The past is a part of you and that’s what you learn from, but there is always opportunity for improvement and a great future ahead.

What’s one activity you’d like to cross off your bucket list one day?

I would really like to go skydiving someday.


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About the author

Megan O'Keefe

Megan O'Keefe is a Social Media intern at Iron Mountain. In this role, she assists with the creation of social content and the promotion of this content internally. She studies English and Communications at the University of Massachusetts Amherst, where she will receive her Bachelor of Arts in 2017.