Christine Kinard
DeLand,FL
Summary
Dedicated customer service professional skilled in active listening, critical thinking, and sales strategies. Successfully resolved escalated complaints, ensuring satisfactory outcomes for clients and the company. Proven ability to handle high-pressure situations and deliver impactful solutions. Committed to delivering empathetic support and resolving complex customer issues to enhance overall satisfaction. Eager to leverage these skills to improve customer experiences and drive revenue growth.
Overview
9
9
years of professional experience
Work History
Customer Service Escalation Specialist
JP Morgan Chase
Heathrow, FL
04.2023 - 12.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
JP Morgan Chase
Heathrow, FL
03.2022 - 04.2023
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Collections Specialist
JP Morgan Chase
Heathrow, FL
09.2019 - 03.2022
- Utilized strong negotiation and problem-solving skills to assist card members with paying their debt.
- Developed personalized payment arrangements for customers facing financial hardships, maintaining customer loyalty.
- Collected on pre and post charge off accounts for consumer and business accounts.
- Assisted with Debt Settlement Attorney team in negotiating settlements for charged off accounts
Customer Service Sales Representative
Frontier Communications
DeLand, FL
08.2016 - 09.2019
- Streamlined sales processes to maximize efficiency and drive revenue growth.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Addressed and resolved billing inquiries, ensuring customer satisfaction with account management.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Education
Bachelor of Science - Business Administration
Grantham University
Lenexa, KS05-2026
Skills
Active listening De-escalation techniques Critical thinking
Call center experience Conflict resolution Microsoft Office Suite
Complaint handling Sales experience Computer proficiency
Timeline
Customer Service Escalation Specialist
JP Morgan Chase
04.2023 - 12.2025
Customer Service Representative
JP Morgan Chase
03.2022 - 04.2023
Collections Specialist
JP Morgan Chase
09.2019 - 03.2022
Customer Service Sales Representative
Frontier Communications
08.2016 - 09.2019
Bachelor of Science - Business Administration
Grantham University