Christna Washington
Memphis,TN
Summary
Focused professional with more than 10 years of customer service experiences within call centers and virtual/remote environments. I have excellent communication skills, with the ability to connect with all customers creating the foundation of trust to provide an extraordinary and satisfied customer service experience.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Qurate/Home Shopping Network
Memphis, TN
06.2023 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
CUSTOMER RETENTION AGENT
Sitel inc. Corporation
Memphis, Tennessee
12.2019 - 10.2022
- Retained client's business by promptly implementing solutions that drove satisfaction.
- Conducted call de-escalations to effectively assist upset customers.
- Serviced new and existing accounts to provide outstanding customer service.
- Handled inbound calls to resolve customer inquiries, billing issues and product or service concerns.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Determined charges for services requested and arranged for billing.
SALES REPRESENTATIVE
Jewelry Television
Knoxville, Tennessee
05.2015 - 12.2019
- Remained current on relevant product and industry information to provide up-to-date catalogs and services.
- Adapted to and remained flexible in changing, fast-paced work environment.
- Monitored customer accounts, updating payment and shipping details in company system.
- Communicated product features, advantages and benefits to customers.
CUSTOMER SERVICE REPRESENTATIVE
Home Shopping Network
Nashville, Tennessee
09.2016 - 07.2019
- Addressed customers courteously using suitable methods and problem-solving skills.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Updated and maintained database with accurate customer information and timely data entry.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Provided account information to customers and explained bill service policies and customer rights.
COMPUTER LABORATORY ASSISTANT
office of Information and Technology
Knoxville, Tennessee
09.2011 - 05.2015
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems and appropriate software.
- Regarded computer software and hardware operation resolved problems.
- Oversaw daily performance of computer systems.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications.
Education
High School Diploma -
East High School
Memphis05.2010
Skills
- Customer Satisfaction
- Call Control
- High-Volume Environments
- Excellent Communication Skills
- Understanding Customer Needs
- Creative Solutions
Timeline
Customer Service Representative
Qurate/Home Shopping Network
06.2023 - 08.2025
CUSTOMER RETENTION AGENT
Sitel inc. Corporation
12.2019 - 10.2022
CUSTOMER SERVICE REPRESENTATIVE
Home Shopping Network
09.2016 - 07.2019
SALES REPRESENTATIVE
Jewelry Television
05.2015 - 12.2019
COMPUTER LABORATORY ASSISTANT
office of Information and Technology
09.2011 - 05.2015
High School Diploma -
East High School