Christina Coskey-King
Grapevine,TX
Summary
Dependable and consistent performer with over 30 years of experience in maintaining customer satisfaction. Demonstrates meticulous leadership in directing customer service operations, fiscal responsibilities, employee management, process improvement, and customer satisfaction. Seeking career advancement in financial and travel arenas. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability. Swift learner with a commitment to driving team success and contributing to organizational growth.
Overview
38
38
years of professional experience
Work History
Associate II - DC/TEM
Fidelity Investments
10.2022 - Current
- Organized, self-motivated and detail oriented with a strong sense of personal responsibility and strong work ethic..
- Works effectively in fast-paced environments processing between 30-45 transactions daily.
- Uses critical thinking to break down problems, evaluate solutions and make decisions.
- Proven successful working within tight deadlines and a fast-paced environment.
Associate - Defined Contributions
Fidelity Investments
11.2021 - 10.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environment handling/processing anywhere between 35-88 calls a day.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situation
- Worked flexible hours across nights and weekends.
- Organized and detail-oriented with a strong work ethic.
Senior Support Specialist
BCD Travel
01.2006 - 01.2020
- Assisted support department in managing minimum 35-50 daily client's ad-hoc reports and projects while consistently maintaining a high level of productivity and accuracy of 99%
- Handled daily international transactions with foreign currencies and dealt with internal as well as external customers
- Investigated potential issues and made corrections with zero payments
- Worked on multiple databases, throughout the day, using multiple channels of communication either via email, IM, zoom, phone calls
- Managed customer contact center with 23 support representatives and 1 Team Lead
- Increased customer satisfaction ratings to 95%.
- Championed best practices in ticket handling and case management, resulting in improved issue tracking accuracy.
- Proactively identified gaps in internal documentation, creating new materials or updating existing content accordingly.
- Managed high-volume support tickets while maintaining excellent customer service ratings.
- Collaborated with cross-functional teams to identify root causes of recurring issues and develop solutions.
Supervisor Operations
BCD Travel (WorldTravel BTI)
01.2001 - 01.2006
- Responsible for employment-related activities such as hiring, performance evaluation, and training to support the workforce in balancing priorities and managing workload
- Enhances operational metrics by providing strategic direction and assistance to back-office staff in handling Park West based accounts encompassing over $320Million in annual revenue
- Provides training and feedback on performance through annual performance reviews and Ad-hoc coaching
- Spearheads cost-effective strategies and effectively follows defined standard operating procedures, enabling the organization to meet customer satisfaction and improve profitability
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Team Manager
BCD Travel (WorldTravel BTI) NEC, Verizon Wireless & The Associates
01.1997 - 01.2001
- Assisted Management with daily tasks.
- Monitored front line agents.
- Provided details details on area of opportunities.
- Managed approximately 40-60 incoming calls, emails and faxes per day for accounts' clients.
Scheduled Air Group Specialist
Adventure Tours USA
01.1997 - 01.1997
- Reviewed contractual agreements with vendors
- Assisted Management with proofing of contracts.
General Reservations Agent
American Airlines
01.1987 - 01.1991
- Took inbound and outbound calls, Minimum 45-60 calls per day.
- Worked nights along with weekends.
- Assisted travelers with both professional and personal needs.
- Quality control all R/L's.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Associates Degree - Business Management
Trinity Valley Community College
Athens, TX01.1987
High School Diploma -
South Grand Prairie High School
Grand Prairie, TX01.1985
Skills
- Critical thinking & Decision making
- Meticulous attention to detail/strong work ethic
- Team Work
- Multitasking & time Management
- Regulatory Compliance
- Workload Prioritization
- Strong customer service skills
- MS Office 365, Acrobat
- ERS Portal Systems
- Ceridian Payroll
- ADCD
- Imagesilo
- MAX
- GDS's - Sabre Native/Turbo, Apollo, WorldSpan
Professional Attributes
- Agile at serving as the primary point of contact towards the business customers and provides active travel and product consultation
- Hands-on experience in travel services, travel technology (including booking tools and mobile apps), benchmarking, and travel supplier negotiations
- Strong ability to work with multiple databases simultaneously and produce meaningful results with precision and efficiency
- Holds expertise to build and sustain rapport and credibility with high-net-worth clientele via determining their financial circumstances and proposing appropriate solutions for business expansion
- Knowledgeable of financial markets and investment products coupled with the ability to simplify complex financial concepts
Accomplishments
- Top Honors & Multiple Academic Achievement Awards
- Dallas Times Herald Business Scholarship
Timeline
Associate II - DC/TEM
Fidelity Investments
10.2022 - Current
Associate - Defined Contributions
Fidelity Investments
11.2021 - 10.2022
Senior Support Specialist
BCD Travel
01.2006 - 01.2020
Supervisor Operations
BCD Travel (WorldTravel BTI)
01.2001 - 01.2006
Team Manager
BCD Travel (WorldTravel BTI) NEC, Verizon Wireless & The Associates
01.1997 - 01.2001
Scheduled Air Group Specialist
Adventure Tours USA
01.1997 - 01.1997
General Reservations Agent
American Airlines
01.1987 - 01.1991
Associates Degree - Business Management
Trinity Valley Community College
High School Diploma -
South Grand Prairie High School
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