Christopher Kruse
Tarpon Springs
Summary
Dynamic professional with extensive experience at American Express, excelling in team leadership and quality assurance. Proven track record in data entry and meticulous attention to detail, ensuring accuracy in client transactions. Adept at training development and problem-solving, consistently enhancing team performance and customer satisfaction. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Customer Associate Professional
Fidelity National Information Services, Inc
St. Petersburg
04.2022 - Current
- Team Lead - In Office then fully remote
- Supported agents by providing vital coaching, training of products, procedures, and live support during calls as needed.
- Performed Quality Assurance and compliance reviews with the team on a regular basis.
- Live monitor of productivity of agents and assisted agents with meeting metric goals and adherence.
- Educated clients on personal savings products and services offered.
- Processed customer transactions accurately and efficiently.
- Resolved customer complaints through effective communication and problem-solving skills.
Client Transactions -
Fidelity National Information Services, Inc
St. Petersburg
06.2019 - 04.2022
- Data Entry and Processing Role - Fully Remote
- Reviewed and processed client inquiries regarding retirement plans promptly.
- Maintained accurate records of participant transactions and account changes diligently.
- Worked closely with payroll staff to ensure accurate processing of employee deductions for contribution amounts.
- Entered data into company database with high accuracy and attention to detail.
- Assisted in quality control checks to identify and correct errors in data entries.
- Updated existing records with new or revised information as needed.
- Followed up on pending tasks until completion.
- Verified accuracy and completeness of data entry into the database system.
- Identified and corrected data entry errors to prevent duplication across systems.
- Completed day-to-day duties accurately and efficiently.
Customer Care Professional
Fidelity National Information Services, Inc
03.2018 - 06.2019
- Normal Rep and later a Escalations Rep - In office
- Assisting Customers with creation and maintenance of their savings accounts.
- Aiding team members with general questions and escalated customer concerns to help provide the best customer experience.
- Resolved customer inquiries using company-specific software and tools.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Educated clients on product features and benefits during interactions.
Customer Service Advocate
Verizon Wireless
Tampa
03.2012 - 02.2018
- Resolved customer complaints through effective communication and problem-solving.
- Educated customers on Verizon Wireless products and services.
- Maintained accurate customer records in CRM systems for service tracking.
- Handled high-volume calls while maintaining professionalism and empathy.
- Escalated complex issues to appropriate departments for resolution.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Upheld privacy and security requirements for customer information.
- Assisted customers with billing inquiries and service issues.
Education
A.S. - Visual Communications
ITT
Tampa01.2010
Skills
- Team leadership
- Training development
- Attention to detail
- Time management
- Microsoft office
- Organizational skills
- Troubleshooting
- Data entry
- Quality assurance
- Problem solving
Timeline
Customer Associate Professional
Fidelity National Information Services, Inc
04.2022 - Current
Client Transactions -
Fidelity National Information Services, Inc
06.2019 - 04.2022
Customer Care Professional
Fidelity National Information Services, Inc
03.2018 - 06.2019
Customer Service Advocate
Verizon Wireless
03.2012 - 02.2018
A.S. - Visual Communications
ITT