CHRISTY JAMES
ELIZABETHTON,TN
Summary
Dynamic Customer Service Representative with over 8 years of experience excelling in high-pressure environments and enhancing customer satisfaction. Expertise in conflict resolution, training, and leveraging CRM tools to boost service efficiency and accuracy. Renowned for maintaining high standards and delivering exceptional results while managing customer interactions and resolving issues swiftly. Strong advocate for team development and process optimization, complemented by excellent communication and interpersonal skills that foster collaboration and adaptability in evolving situations.
Overview
25
25
years of professional experience
Work History
CSR
BPO American
02.2024 - Current
- Handle customer inquiries, resolving issues promptly, enhancing satisfaction and loyalty.
- Manage high-volume calls, achieving top customer feedback scores through effective solutions.
- Collaborate with team to streamline processes, reducing average handling time significantly.
- Utilize CRM tools to track interactions, improving response accuracy and efficiency.
- Provided feedback to improve training programs, contributing to team development and performance.
Customer Service Representative II Agent
Aston Carter
06.2022 - 04.2023
- Resolved customer issues, enhancing satisfaction and loyalty.
- Managed payments efficiently, ensuring accurate transactions.
- Trained peers, improving team performance and service quality.
- Managed payment processing efficiently, ensuring accurate transactions that contributed to streamlined operations and improved cash flow.
- Developed and implemented de-escalation strategies, effectively resolving conflicts and reducing customer complaints, thereby enhancing overall service efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Response Associate Tier II
Agero
10.2020 - 04.2022
- Managed high-pressure customer support for vehicle breakdowns, ensuring swift assistance.
- Implemented specialty vehicle processes, enhancing service efficiency.
- Led onboarding and training for new hires, fostering team growth.
- Handled payment processes, contributing to financial accuracy.
- Received multiple Employee of the Month awards for exceptional performance.
Dispatch Agent
Allied Dispatch Solutions
02.2017 - 10.2019
- Handled emergency roadside calls, ensuring prompt assistance and customer satisfaction.
- Resolved service issues efficiently, enhancing response time and service quality.
- Utilized communication skills to coordinate with service providers and clients effectively.
- Provided empathetic support to clients during roadside emergencies, ensuring timely assistance and enhancing customer trust.
- Managed dispatch operations to coordinate timely roadside support, achieving substantial improvements in response times.
Waitress
Applebee's
07.2016 - 02.2017
- Provided exceptional customer service, enhancing guest satisfaction and retention.
- Efficiently managed food and cash transactions, ensuring accuracy and speed.
- Resolved customer complaints promptly, improving overall dining experience.
- Ensured memorable experiences for guests, contributing to repeat business.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
Waitress/Shift Supervisor
Lonestar Steakhouse
07.2000 - 09.2009
- Led closing shifts ensuring smooth operations and excellent customer service.
- Prepared and organized restaurant for next day, enhancing efficiency.
- Resolved customer issues promptly, improving dining satisfaction.
- Supervised night staff, fostering a collaborative team environment.
- Managed cash handling, maintaining accurate financial records.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
Education
Some College (No Degree) - Psychology
Southern New Hampshire University
Elizabethton, TNSkills
- Customer Service (Experienced)
- Multi-tasking (Expert)
- Problem Solving (Skillful)
- Cash Handling (Expert)
- Conflict Resolution (Experienced)
- Dispatch (Expert)
- Call center experience
- CRM software
- Active listening
- Critical thinking
- Professional telephone demeanor
- Computer proficiency
- Documentation
- Dispute resolution
- Microsoft Excel
- Live chat support
- [Software] CRM system proficiency
Hobbies and Interests
Reading, playing cards and chess, cooking, and dancing.
Timeline
CSR
BPO American
02.2024 - Current
Customer Service Representative II Agent
Aston Carter
06.2022 - 04.2023
Response Associate Tier II
Agero
10.2020 - 04.2022
Dispatch Agent
Allied Dispatch Solutions
02.2017 - 10.2019
Waitress
Applebee's
07.2016 - 02.2017
Waitress/Shift Supervisor
Lonestar Steakhouse
07.2000 - 09.2009
Some College (No Degree) - Psychology
Southern New Hampshire University
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