Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic
Chrissy Dubuque

Chrissy Dubuque

Elizabethton,TN

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Enthusiastic an Online Chat Specialist experienced in process management and offering great verbal and writing skills. Energetic and passionate with a desire to provide a high level of support to customers, peers and management.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Agent Specialist

TPUSA
06.2020 - Current
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Identified, monitored and resolved potential problematic customer issues.
  • Provided primary customer support to internal and external customers.
  • Communicated with customer to understand needs and concerns.

Chat Support Executive

Dalok
Work From Home, TN
03.2012 - 04.2020
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Reviewed and resolved network and system issues to diminish product discrepancies
  • Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
  • Revised department schedules to maximize coverage during peak hours.
  • Reviewed customer security data for completeness and accuracy while resolving discrepancies.
  • Improved standard operating procedures by caring for my team to create maximum customer satisfaction and facilitate regulatory compliance.
  • Spearheaded successful customer service division through strategic planning and analysis.
  • Directed 30 enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
  • Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
  • Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,

Chat Support Specialist for Medical Insurance

Homesick Healthcare
Work From Home, TN
01.2005 - 03.2012
  • Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
  • Maintained understanding of company computer software, products and services.
  • Answered questions from customers that came in through the company's online chat feature.
  • Walked customers through online demonstrations to support better understanding of product features.
  • Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
  • Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
  • Corresponded with more than 100 customers daily, effectively building outstanding skills in writing.
  • Used various skills to resolve problems in reasonable amount of time.
  • Updated customer data in Salesforce system, adding detailed notes.
  • Provided exceptional coaching to new hires and offered positive feedback on completed tasks.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Updated databases with new and modified customer data.

Assistant Manager

Fazoli’s
09.1997 - 01.2005
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Created employee schedules to align coverage with forecasted demands.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Education

Associates - Business Administration And Managemen

East Tennessee State University
Johnson City, TN
05.2012

Associate of Science - Computer Science

Northeast State Community College
Blountville, TN
05.2008

Skills

  • Call Documentation
  • Customer Account Management
  • Data Entry
  • CRM Software
  • POS Systems and Ordering Platforms
  • Upbeat and Positive Personality
  • Transaction Processing
  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • 85 wpm Typing Speed
  • Responding to Difficult Customers
  • Customer Service
  • Verbal and Written Communication
  • De-escalation Techniques
  • Support Services
  • Online Communications
  • Company Policies and Procedures
  • Queue Management
  • LiveChat Messaging
  • Document and Records Management
  • Policies and Procedures Adherence
  • Administrative and Office Support
  • Remote Office Availability
  • First-Tier Technical Support
  • NetSuite ERP
  • Proficiency in Microsoft Office and G Suite
  • Oracle EnterpriseOne
  • Microsoft Office Suite
  • MS Office
  • Microsoft Office
  • Computer Proficiency
  • Salesforce CRM

Certification

  • CNA - Certified Nurse Assistant
  • CPCT/A - Patient Care Technician/Assistant
  • CMT - Certified Medication Technician

Affiliations

  • Member, Alumni Association
  • Phi Theta Kappa
  • President's List for Honor Roll

Timeline

Customer Agent Specialist

TPUSA
06.2020 - Current

Chat Support Executive

Dalok
03.2012 - 04.2020

Chat Support Specialist for Medical Insurance

Homesick Healthcare
01.2005 - 03.2012

Assistant Manager

Fazoli’s
09.1997 - 01.2005

Associates - Business Administration And Managemen

East Tennessee State University

Associate of Science - Computer Science

Northeast State Community College

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Chrissy Dubuque