Cristen Henderson
Glenn Heights,Tx
Summary
Experienced Technical Support Specialist with 5+ years of troubleshooting expertise. Skilled in resolving customer inquiries and providing exceptional customer service. Proven track record of minimizing customer downtime and enhancing satisfaction through swift resolution of technical issues.
Overview
9
9
years of professional experience
Work History
Customer service agent
City of Dallas
08.2023 - 08.2024
- Providing non-emergency communication responses to residents requesting City services and dispatches those requests to field staff
- Ensuring the highest level of service is provided to all residents and internal/external customers
- Document and processing non-emergency types of City service requests or concerns from residents in areas such as requests for water turn-on’s
Technical Support Representative
Kforce Professional Staffing & Solutions
01.2022 - 12.2023
- Assisting internal associates technical support support
- Troubleshooting their POS systems
- Utilize Active Directory to continue assisting them with their troubleshooting
- Handling inbound and outbound calls
Customer Service Associate (Collections)
Westlake Portfolio Financial Services
01.2023 - 06.2023
- Handle a high volume of inbound calls from Westlake Customers while ensuring a high level of service
- Interact with other departments and management to troubleshoot questions or concerns posed by customers
- Deal with challenging situations while patiently seeking solutions
- Multi-task and work independently in a fast-paced environment
- Provide customers with accurate account information
- Transfer calls to appropriate department or staff
- Identify, research, and resolve customer's concerns
- Take payments, make suitable arrangements, and offer solutions
- Document all accounts thoroughly
- Communicate professionally with internal and external customers
- Other duties as assigned
Customer Technical Support Representative
Brink's Home Security
01.2021 - 10.2021
- Provided solutions to customer's technical issues by identifying the problem, researching answers, and guiding the customer step-by-step through corrective measures for one-call resolution
- Assisted customers with the installation of cameras, battery replacements, and other components
- Provided recommendations on upgrades to the customer's current home security alarm or highlight advances in home automation
- Assigned technicians to visit a customer’s home if their issue cannot be resolved effectively over the phone
- Proactively worked to assist others in achieving the organization’s objectives
Technical Support Analyst
Allstate Insurance
03.2019 - 12.2019
- Investigate, analyze, and determine the extent of insurance company's liability concerning personal, casualty, or property loss or damages, and attempt to effect settlement with claimants
- Maintained very extensive documentation in mainframe for every customer's account Operated under heavy stress and large workload
- Calculate benefit payments and approve payment of claims within a certain monetary limit
- Assists
- Investigate complex customer issues to identify discrepancies and determine appropriate solutions
Customer Service Representative
Stage Stores
10.2017 - 03.2019
- Monitored more than 100 inbound and outbound monthly calls made and received by various operation teams and provided feedback to improve their client experience
- Took ownership of escalated situations that needed careful and efficient handling due to potential impact on customer satisfaction and brand image
- Built and maintained positive and professional working relationship with all departments across the organization
Airline Reservation Specialist / Customer Representative
Virgin American Airlines
06.2015 - 10.2017
- Makes and confirms reservations for passengers on scheduled airline flights: Arranges reservations and routing for passengers at request of TICKET AGENT or customer, using timetables, airline manuals, reference guides, and tariff book
- Types requested flight number on keyboard of on-line computer reservation system and scans screen to determine space availability
- Issued travel and hotel vouchers for passengers on overbooked and canceled flights
Education
High School -
Desoto High School
Desoto, Tx05.2015
Remington College -
Remington College
Dallas, Tx02.2025
Skills
- Hardware Architecture Expertise
- Efficient Typing Skills
- Data Analysis in Spreadsheets
- Technical Issue Resolution
- Advanced Excel Skills
- Experienced with Microsoft Office Suite
- MS Outlook
- Proficient in MS PowerPoint
- Windows XP
- Windows NT Server Management
Timeline
Customer service agent
City of Dallas
08.2023 - 08.2024
Customer Service Associate (Collections)
Westlake Portfolio Financial Services
01.2023 - 06.2023
Technical Support Representative
Kforce Professional Staffing & Solutions
01.2022 - 12.2023
Customer Technical Support Representative
Brink's Home Security
01.2021 - 10.2021
Technical Support Analyst
Allstate Insurance
03.2019 - 12.2019
Customer Service Representative
Stage Stores
10.2017 - 03.2019
Airline Reservation Specialist / Customer Representative
Virgin American Airlines
06.2015 - 10.2017
Remington College -
Remington College
High School -
Desoto High School
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