CHRISTINA KIZER
Sandy,UT
Summary
Service-oriented Supervisor with Over 10 year's background in Customer Care. Core competencies include Reliability and excellent Communication and time management skills. Handles tasks with accuracy and efficiency. Efficient in problem-solving and support. Who has been recognized as an example to peers for going above and beyond. Offers strong administrative, relationship-building, and problem-solving abilities.
Overview
12
12
years of professional experience
Work History
Transition Services Specialist
Iralogix
04.2023 - Current
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Assisted in training new team members, sharing best practices and ensuring consistent service standards across the department.
- Assisted in Streamlining service processes for increased efficiency and improved customer experiences for voluntary accounts.
- Assisted sales teams in designing customized solutions for clients based on their unique needs and requirements.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional communication.
- Collaborated with cross-functional teams to develop and implement service improvements.
- Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
Customer Service Representative
Iralogix
09.2022 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Technical Support Engineer
Maximus Federal Services
01.2022 - 05.2022
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Decommissioned an entire site after shutdown.
- Palleted all equipment with logging and reporting to corporate offices on tracking and delivery.
Supervisor
PWT Dual Supervisor I MAXIMUS Federal
12.2019 - 01.2022
- Subject Matter Expert in NGD for The Health Insurance Marketplace and Medicare
- Accessing the 'Work at Home' program, helping CSRs work from home, Creating tickets and helping with troubleshooting as well as monitoring from the site
- Conduct pilot tests and create 'Pilot Proposals' as part of the Pilot Workforce Team for new concepts and improve processes before full-scale implementation within the Call Center of Operations
- Navigate through CSRs computer screens using Radmin, Verint & Teams to help the CSR or consumer find the correct answer for their needs while providing excellent customer service
- Develop a spreadsheet to determine eligible candidates to become dual CSR's and recruit qualified candidates.
- Monitor Tenure CSR's attendance and break outliers for the nesting program.
- Collecting data from various reports to track quality for all of Pilot workforce team.
- Stays up to date on daily tasks for teams' adherence, attendance & performance.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Coach Quality failed calls & Low CSAT & Short calls as well as monthly monitors for each team member
- Assure trainings are completed with compliance
- Timecard compliance and Accuracy
- Completed Medicare training to become dual certified.
Operations Supervisor
MAXIMUS Federal
09.2018 - 12.2019
- Assist in other Departments when needed aka-Recruiting, activities, training
- Coach Quality failed calls & Low CSAT & Short calls as well as monthly monitors for each team member
- Assure trainings are completed with compliance
- Timecard compliance and Accuracy
- Completed Medicare training to become dual certified
- Served as a Recruiting Ambassador during 2020 OEP Ramp up
- Participated in round tables with upper management
- Part of the 'SWAT' team to brainstorm Supervisor Enrichment ideas
- Rated 'Superior' in first yearly evaluation with superior and above average in every category.
Customer Service Representative
General Dynamics
10.2015 - 09.2018
- Currently ranked 8 in site on my scorecard
- Review insurance applications and determine coverage
- Asked to y-jack with struggling co-workers
- Participated in side by sides when we have corporate guests, TQC
- Assisted with Nesting by being a TC to help new hires succeed.
Customer Service Representative
Xerox
06.2016 - 08.2016
- Review insurance policies to determine coverage
- Prepare insurance claim forms or related documents & review them for accuracy
- Calculate amount of claim
- Apply insurance rating systems.
Cashier/Manager
7-11
02.2013 - 08.2015
- Provide customer service by greeting & assisting customers
- Responding to customer's inquiries and complaints
- Direct and Supervise employees engaged in sales, inventory, reconciling cash receipts
- Inventory stock & re-order when inventory drops to a specific level
- Instruct staff on how to handle difficult & complicated sales
- Hire, train & evaluate personnel in sales or marketing establishment
- Assign employees to specific duties.
Receptionist/Office Manager
Coventry Independent Living
03.2012 - 02.2013
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
- Greet persons entering establishment, determine nature and purpose of visit and direct or escort them to specific destinations
- Transmit information or documents to customers, using computer, mail, or facsimile machine
- Hear and resolve complaints from customers or the public
- Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.
Education
High School Diploma -
Bingham High School
South Jordan, UTSkills
- Complex Problem-Solving
- Excellent Communication
- Ability to lead a team to be successful
- Ability to adapt to change
- Sales Support
- Strong Work Ethic
- Workflow Management
- Attention to Detail
- Listening Skills
- Multitasking and Organization
Timeline
Transition Services Specialist
Iralogix
04.2023 - Current
Customer Service Representative
Iralogix
09.2022 - 04.2023
Technical Support Engineer
Maximus Federal Services
01.2022 - 05.2022
Supervisor
PWT Dual Supervisor I MAXIMUS Federal
12.2019 - 01.2022
Operations Supervisor
MAXIMUS Federal
09.2018 - 12.2019
Customer Service Representative
Xerox
06.2016 - 08.2016
Customer Service Representative
General Dynamics
10.2015 - 09.2018
Cashier/Manager
7-11
02.2013 - 08.2015
Receptionist/Office Manager
Coventry Independent Living
03.2012 - 02.2013
High School Diploma -
Bingham High School
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