Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Cristina Burke

Laurel,MD

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful Customer Care Administrative with more than 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

19
19
years of professional experience

Work History

Admin Customer Care Representative

Retail Business Services
06.2023 - Current
  • Responsible for providing direct support to store personnel, as well as customers, in an effort to ensure proper service levels are met based on hours of the contact center
  • Enhance customer loyalty through engagement via phone and email
  • Provide excellent customer service both external and internal
  • Provide clear information or direction with regard to actions required by the customers(internal and external)in order to fully address their concerns
  • Provide direct support to store personnel and customers for Technology, Merchandising, Store Maintenance, Operations, Order Ad/ Cuts
  • Support inbound customer calls as necessary work time dedicated to direct/indirect customer support
  • Work with customers and stores to document, resolve and/or escalate problems being reported
  • Record required contact information and problem description in appropriate application
  • Call content, appropriate notifications, error messages, problem, classification and severity are critical to the problem review and resolution process
  • Provide appropriate resolution at the first point of contact
  • Gather data during the problem solving process, analyze the situations and provide solutions
  • Take ownership of all the calls and case/tickets opened
  • Track the contact status to resolution utilizing the appropriate application
  • Escalate complex and/or high priority problems to appropriate coworkers, support groups, or vendors for resolution
  • Ensure proper notification and escalation procedures are followed to update business users and customers.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Dispatch Operator

Retail Business Services
01.2023 - 05.2023
  • Monitors alarms and CCTVs
  • Responsible for inbound and outbound calls
  • Make a call to location to verify what triggers the alarm
  • Dispatch First Responders
  • Take reports from stores and make any notifications if necessary
  • Verify pins to activate or de-activate an alarm
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
  • Answered phone calls and responded to customer emails.
  • Developed and implemented customer service policies and procedures.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Monitored and tracked dispatch communication systems.
  • Assisted in resolving customer complaints and grievances.

Security and Analysis

Department Of Defense
05.2018 - 08.2019
  • Taking in-bound calls and answering questions
  • Performing outbound calls to verify the authenticity or received documents
  • Utilize standard technology such as computer, telephone, email, and web browser to complete work task
  • Complete basic data entry in the computer terminal related to phone inquiries such as clicking buttons to confirm answer
  • Conducting background checks
  • Issuing proper credentials to gain access in the facility
  • Reviewing police reports and make corrections, if it's necessary

Security Assistant

Department Of Defense
11.2017 - 05.2018
  • Conducting background checks on individuals that are trying to enter the facility
  • Taking in-bound calls and answering questions with appropriate pre-scripted responses
  • Performing outbound calls to verify the authenticity of received documents
  • Utilize standard technology such as computer, telephone, email, and web browser to complete work tasks
  • Complete data entry in computer terminal related to phone inquiries
  • Worked independently and collaboratively to resolve urgent issues to protect lives and property.
  • Issued access cards to authorized personnel to monitor access points.
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Wrote detailed reports of all security breaches and investigations.

Police Sergeant

Department Of Defense
11.2015 - 11.2017
  • Leads a team of Police Officers and other administrative staff
  • Directs day-to-day lead and non-lead policing assignments
  • Assigns, distributes, reviews, approves and disapproves employees' assignments
  • Monitors and reviews the status/progress of the work and makes workload adjustments to ensure the workload is balanced
  • Determines whether situations are criminal or civil and takes appropriate legal steps for each crime committed
  • Interviews witnesses and other persons involved, determines whether facts warrant an arrest or lesser action
  • Advises individuals of their rights and protects the constitutional and civil rights or persons
  • Conducts investigations, prisoner transport, patient search and recovery
  • Seeks, detects, seizes and protects evidence and witnesses at the scene of an incident
  • Intervenes when necessary to de-escalate situations and determines when and how much force must be applied
  • Provides and/or coordinates staff training during shift briefing or designated training days
  • Ensures instruction on work sequence, procedures, methods and deadlines are met
  • Monitors and operate CCTV
  • Supervised and coordinated daily operations of patrol shifts of up to [Number] officers.
  • Served as mentor and role model to junior officers.
  • Evaluated case documentation submitted by team members to check accuracy and compliance with department policies aimed at protecting criminal cases.
  • Motivated and trained squad members to become proficient with equipment and daily tasks.
  • Led shift briefings to inform officers of properties to check and individuals of note in local areas.
  • Accompanied police officers during shifts to evaluate performance and resolve incorrect behaviors.
  • Developed and maintained positive relationships with community members.
  • Answered emergency calls for help from citizens and business owners.
  • Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
  • Established and enforced employee performance policies.
  • Developed and implemented methods of reducing crime in community, analyzing crime trends and developing corresponding strategies.
  • Effectively led investigations, ensured safety protocols were followed, and handled high-pressure situations.
  • Liaised with local, state, and federal regulatory agencies to streamline investigation completion.
  • Monitored and evaluated performance of security personnel to identify weaknesses and provide feedback for improvement.
  • Developed and implemented security policies, procedures and systems to protect personnel, property and data.
  • Coordinated with law enforcement agencies to respond to security incidents and emergencies.
  • Conducted investigations to identify suspicious activities, violations of policies and regulations and potential threats.
  • Researched and maintained current knowledge of security trends and technologies to apply best practices and strategies.

Police Officer

Department Of Defense
11.2013 - 11.2015
  • Enforces Federal and District of Columbia laws and regulations, and enforces USCP rules and regulations relating to law enforcement
  • Physically protects the U.S
  • Military base (buildings and grounds), Members of Congress, visitors, and staff from threats of crime and disruption; preserves law and order; and serves as a deterrent to crime and other violations of laws, rules, and regulations
  • Takes charge of accidents and crime scenes, restricting access to crime scenes; observes, stops, and questions suspicious persons
  • Prepares reports and testifies in court
  • Performs protective services, safeguards Federally-owned buildings and property, and protects government equipment and property.
  • Secured crime scenes, gathered evidence, and questioned witnesses.
  • Talked regularly with citizens to establish rapport and become familiar presence in area.
  • Investigated and reported crimes, accidents, offenses, and damage to property.
  • Conducted witness interviews and gathered details regarding incidents to determine best course of action.
  • Answered emergency calls for help from citizens and business owners.
  • Apprehended offenders and conducted interviews and interrogations.
  • Conducted preliminary investigations at scenes of major crimes.
  • Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
  • Gathered necessary information for court appearances and testified as witness under oath in court.
  • Supervised crowds at busy events to prevent injuries and property destruction.
  • Apprehended suspects, read Miranda Rights, and transported offenders to jail.
  • Issued traffic citations and electronic tickets for violations of traffic laws.
  • Built excellent rapport and working relationship with community to build trust and improve upon communication.
  • Utilized clear communication and interpersonal skills to build relationships with citizens.
  • Responded to emergency calls to provide assistance to citizens in need.
  • Identified, pursued and arrested suspects and perpetrators of criminal acts.
  • Provided testimony in court proceedings.
  • Participated in continuous firearms proficiency, defensive driving and arrest technique training.
  • Recorded facts to prepare reports documenting incidents and activities.
  • Monitored criminal activity in community to identify suspicious activity.
  • Conducted searches of individuals, vehicles and premises.
  • Rendered aid to accident victims and other persons requiring first aid for physical injuries.
  • Monitored crowded public areas and events to mitigate risk and promote safety.
  • Assisted in special investigations and crime prevention programs.
  • Monitored traffic violations, issuing citations as necessary.
  • Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid.
  • Handled citation and traffic violation paperwork.
  • Thoroughly analyzed criminal information and processed crime scenes.
  • Checked vehicle equipment for proper functioning prior to use.
  • Obtained information from arrested subjects to conduct debriefings.

Police Officer

Department Of Defense
09.2008 - 11.2013
  • Enforces Federal and Virginia laws and regulations, and enforces USCP rules and regulations relating to law enforcement
  • Physically protects the U.S
  • Capitol complex (buildings and grounds), Members of Congress, visitors, and staff from threats of crime and disruption; preserves law and order; and serves as a deterrent to crime and other violations of laws, rules, and regulations
  • Takes charge of accidents and crime scenes, restricting access to crime scenes; observes, stops, and questions suspicious persons
  • Prepares reports and testifies in court
  • Performs protective services, safeguards Federally-owned buildings and property, and protects government equipment and property
  • Conduct anti-terrorism measures
  • Secured crime scenes, gathered evidence, and questioned witnesses.
  • Talked regularly with citizens to establish rapport and become familiar presence in area.
  • Investigated and reported crimes, accidents, offenses, and damage to property.
  • Conducted witness interviews and gathered details regarding incidents to determine best course of action.
  • Answered emergency calls for help from citizens and business owners.
  • Patrolled assigned areas to prevent and detect roadway crimes.
  • Apprehended offenders and conducted interviews and interrogations.
  • Conducted preliminary investigations at scenes of major crimes.
  • Enforced traffic laws and ordinances through visual observation and radar speed detection.
  • Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
  • Gathered necessary information for court appearances and testified as witness under oath in court.
  • Supervised crowds at busy events to prevent injuries and property destruction.
  • Apprehended suspects, read Miranda Rights, and transported offenders to jail.
  • Issued traffic citations and electronic tickets for violations of traffic laws.
  • Built excellent rapport and working relationship with community to build trust and improve upon communication.
  • Utilized clear communication and interpersonal skills to build relationships with citizens.
  • Identified, pursued and arrested suspects and perpetrators of criminal acts.
  • Provided testimony in court proceedings.
  • Responded to emergency calls to provide assistance to citizens in need.
  • Participated in continuous firearms proficiency, defensive driving and arrest technique training.
  • Recorded facts to prepare reports documenting incidents and activities.
  • Monitored criminal activity in community to identify suspicious activity.
  • Conducted searches of individuals, vehicles and premises.
  • Rendered aid to accident victims and other persons requiring first aid for physical injuries.
  • Monitored crowded public areas and events to mitigate risk and promote safety.
  • Assisted in special investigations and crime prevention programs.
  • Monitored traffic violations, issuing citations as necessary.
  • Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid.
  • Handled citation and traffic violation paperwork.
  • Thoroughly analyzed criminal information and processed crime scenes.
  • Checked vehicle equipment for proper functioning prior to use.
  • Obtained information from arrested subjects to conduct debriefings.

Member Service Representative

Navy Federal Credit Union
08.2005 - 05.2006
  • Analyze, research, and resolve problems and discrepancies related to member accounts/loans
  • Assist members with submitting consumer/mortgage/equity loan, overdraft protection and credit card applications
  • Counsel current and prospective members about Navy Federal's products and services
  • Ensure cash and other negotiable instruments are handled properly
  • Identify opportunities to cross service products and increase product penetration
  • Perform platform-banking functions
  • Understand and comply with federal and other regulations relating to financial products and services
  • May assist with Branch Office vault opening, closing and balancing procedures
  • Perform other duties as assigned
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Educated and engaged customers with new bank products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Verified customer identification and documentation for compliant transactions.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
  • Maintained and managed customer files and databases.
  • Resolved customer issues through thorough dispute investigation.
  • Cross-sold bank services and products to uplift customer investments.
  • Generated account activity reports to identify upgrade and sales opportunities.
  • Developed, implemented and collated customer satisfaction surveys for improved insight.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered prompt service to prioritize customer needs.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Managed timely and effective replacement of damaged or missing products.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Waitress

Olive Garden
04.2004 - 08.2005
  • Responsible for table service in the community dining rooms
  • Assists in maintaining a high level of customer service for our residents and their guests
  • Sets tables and maintains workstations in proper order
  • Takes orders, provides service and requested items both graciously and courteously
  • Clears dishes from tables during and after meal service
  • Answers pertinent questions about menu items
  • Keep work areas clean and orderly
  • Maintain neat and clean appearance and practice good personal hygiene
  • Complete opening and/or closing side work in a timely manner
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Used cash registers and credit card machines to cash out customers.
  • Greeted new customers, discussed specials, and took drink orders.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
  • Trained new waitstaff on proper food handling, customer service and safety procedures.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Bussed tables during busy periods to assist staff and quickly turn over tables.
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
  • Provided recommendations on menu items and upsold food and drinks to increase sales.
  • Answered customers' questions, recommended items, and recorded order information.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Processed orders and sent to kitchen employees for preparation.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Inspected dishes and utensils for cleanliness.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Checked guests' identification before serving alcoholic beverages.
  • Increased sales significantly by upselling higher-end products to customers.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.

Education

High school diploma -

Pampanga High School

Skills

  • System Administration
  • Loss Prevention
  • Pricing
  • Training & Development
  • Security
  • Program Management
  • DoD Experience
  • Writing Skills
  • CCTV
  • Telecommunication
  • Surveillance
  • Law Enforcement
  • Help Desk
  • Intelligence Experience
  • Typing
  • Information Security
  • Quality Assurance
  • Project Management
  • Active Directory
  • Supervising Experience
  • Microsoft Word
  • Excel
  • POS Systems and Ordering Platforms
  • Data Evaluation
  • Merchandise Orders and Exchanges
  • Accounts Payable and Accounts Receivable
  • Customer Inquiry Response
  • Customer Data Confidentiality
  • Communications Support
  • Online Chat
  • Client Meetings
  • Till Counting
  • Collaborative Environments
  • Maintaining Database Information
  • Contract Negotiation Expertise
  • Knowledge Trees
  • Administrative and Office Support
  • Issue and Complaint Resolution
  • Billing Adjustments and Refunds
  • Partnership Management
  • Security Verification
  • Membership Inquiries and Renewals
  • Parts Replacement
  • Inspection Coordination
  • Outbound Collection Calling
  • Sales and Upselling
  • Sales Report Generation
  • Cataloging
  • Customer Relationship Management
  • Product Education
  • Interpretation and Translation Services
  • Lexus Enform
  • Workload Planning
  • Claims Monitoring
  • Reading Comprehension
  • Carrier Relations
  • Problem Resolution
  • Correcting Discrepancies
  • Productivity Management
  • Compliance Requirements
  • Accurate Estimates
  • Order and Refund Processing
  • Senior Leadership Support
  • Oracle EnterpriseOne
  • Solution Coordination
  • Customer Database Management
  • Business Correspondence
  • Client Development and Retention
  • Customer Relations
  • Trained in Salesforce
  • Organ Transplantation
  • Constructive Feedback
  • Special Assignments
  • Invoice Preparation and Processing
  • Customer Buying Habits
  • Traffic Flow
  • Documentation
  • Data Communications
  • POS Transactions
  • Financial Transactions
  • Document and Records Management
  • Conflict Mediation
  • Corrective Actions
  • Clerical Support
  • Scripted Responses
  • Verifying Coverage
  • Business Opportunities Support
  • Keen Attention to Detail
  • Livechat Messaging
  • Greeting Visitors
  • POS Inventory System Operation
  • Customer Retention Strategies
  • First-Tier Technical Support
  • Process Transactions
  • Inbound Customer Service
  • Effective Working Relationships
  • Coordinating Repairs
  • Organizational Leadership
  • Special Requests
  • Policy and Procedure Adherence
  • Understanding Customer Needs
  • Cultural Awareness
  • Brand Representation
  • Field Operations Support
  • Online Systems
  • Training and Development
  • Corporate Standards
  • Microsoft Office
  • Complex Product Knowledge
  • Calm and Professional Under Pressure
  • Revenue Generation
  • Call Volume and Quality Metrics
  • Investigate Claims
  • Information Updates
  • Telephone Reception
  • Patient Interviews
  • Customer Implementation Support
  • Project Requirements
  • Sales Quota Achievement

Languages

Tagalog
Native or Bilingual

Timeline

Admin Customer Care Representative

Retail Business Services
06.2023 - Current

Dispatch Operator

Retail Business Services
01.2023 - 05.2023

Security and Analysis

Department Of Defense
05.2018 - 08.2019

Security Assistant

Department Of Defense
11.2017 - 05.2018

Police Sergeant

Department Of Defense
11.2015 - 11.2017

Police Officer

Department Of Defense
11.2013 - 11.2015

Police Officer

Department Of Defense
09.2008 - 11.2013

Member Service Representative

Navy Federal Credit Union
08.2005 - 05.2006

Waitress

Olive Garden
04.2004 - 08.2005

High school diploma -

Pampanga High School

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Cristina Burke