Summary
Overview
Work History
Education
Skills
Timeline
Generic

CHRISTINA KNIGHT

Charlotte,NC

Summary

Passionate and an results-driven leader with 10+ years experience in telecommunications and business industry specializing in customer service, retention, employee relations, and human resources. Committed to always achieving high quality customer service, driving improvements for staff development. and have an outstanding track record of fostering meaningful and long-lasting relationships with both customers, employees, and organizations and bridging the gap. Serves as HR champion in administering and advancing HR functions while acting as resource on policy interpretation and implementation.

Overview

19
19
years of professional experience

Work History

Public Service Specialist I

County of Henrico Public Library
12.2019 - Current
  • Accurately perform duties associated with patron accounts including charging and discharging materials, creating and maintaining accounts, collecting and processing financial payments, and reconcile inquiries of fines and fees
  • Proficiently prepare daily reconciliation including computing financial figures and gathering associated paperwork
  • Collaborate with Librarians to provide program assistance and gain insight of providing resources of patron's interest
  • Sustain positive, welcoming, and engaging relationships with library patrons at all times
  • Exceptionally executed library circulation procedures as it pertains to the expectations of the library circulation manual
  • Catalogued and organized books, materials and other documents for proper library management.
  • Organized library catalog, supplies, equipment and records.
  • Kept catalog orderly and updated with latest material additions and removals.
  • Responded to numerous reference calls daily, helping patrons with specific information needs.
  • Resolved patrons' complaints tactfully and professionally.
  • Manage between 10-20 accounts a day

Customer Service Representative

T-Mobile
12.2013 - Current
  • Proactively respond to incoming correspondences and update customer accounts in a timely manner to apprehend escalation
  • Actively listen to customer concerns and inquiries to use good judgement to resolve issues effectively
  • Recognized for handling complex client billing situations leading to record-setting year-end collections
  • Coach newly hired representatives on the improvements to their assigned reports, taking their metrics from 30% to 78%
  • Execute an average of 550 calls within a week and persistently met performance benchmarks in speed, accuracy, and volume
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Assisted in the creation of performance improvement plans, leading to noticeable progress for struggling employees.
  • Evaluated individual performance metrics, identifying areas for growth and providing tailored solutions.

Administrative Assistant

Business Opportunity for the Blind
09.2005 - 05.2013
  • Executed administrative and clerical support for management and office personnel and exhibited exceptional internal and external customer service
  • Conducted various financial duties such as analyzing financial data, organizing quarterly billing reports, and making deposits
  • Planned and coordinated internal meetings, off-site events, and team-building activities to enhance internal working environment
  • Developed proactive relations, outreach services, and engagement while in compliance with Virginia Health Department
  • Efficiently corresponded to member and facilitator issues with effective prompt solutions
  • Managed filing system, entered data and completed other clerical tasks.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Planned and organized 10-30 meetings weekly

Education

Bachelor of Arts - Human Resources Management

University of Arizona Global Campus

Associates of Science - Psychology

University of Phoenix

Skills

  • Data Analyzation
  • Research
  • Diversity & Inclusion
  • Strategic Development
  • Problem-Solving
  • Quality Assurance
  • Analytical Thinking
  • Critical Thinking
  • Detail-Orientation
  • HRIS
  • Logistics Management
  • Regulatory Compliance
  • Microsoft Office Suite
  • Client Retention Strategies

Timeline

Public Service Specialist I

County of Henrico Public Library
12.2019 - Current

Customer Service Representative

T-Mobile
12.2013 - Current

Administrative Assistant

Business Opportunity for the Blind
09.2005 - 05.2013

Bachelor of Arts - Human Resources Management

University of Arizona Global Campus

Associates of Science - Psychology

University of Phoenix

Similar Profiles

CREATE PROFILE
CHRISTINA KNIGHT