Cristy Childers
Hurst,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
31
31
years of professional experience
Work History
Customer Service Team Lead (Remote)
GXO Logistics (The United States Mint)
02.2022 - Current
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Evaluated customer service staff performance and provided constructive feedback.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Led team to enhance customer satisfaction through effective issue resolution strategies.
- Developed training programs to improve team performance and service delivery standards.
Customer Service Call Center Representative
Capital One
01.2008 - 03.2009
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining quality service standards.
Loan Processor Documents
Citi Capital Group
08.2007 - 01.2008
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Processed loan applications and monitored progress from start to finish.
- Developed and maintained relationships with customers, lenders and other third parties.
- Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Reviewed financial documents to verify applicant information and assess creditworthiness.
- Processed loan applications, ensuring compliance with company policies and regulatory requirements.
Front Desk Associate and Massage Therapist
Massage Envy
01.2004 - 12.2007
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Worked as a Massage Therapist after I graduated school
- Managed front desk operations, ensuring seamless guest check-in and appointment scheduling.
- Delivered exceptional customer service, addressing client inquiries and resolving issues promptly.
Workforce Management Analyst
McKesson Inc
03.2000 - 12.2003
- Was in this position for 2 years after receiving a promotion from Customer Service Team Lead.
- Developed and monitored employee recognition programs.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Produced and updated documents, reports and tracking spreadsheets using Avaya Supervisor, TCS and Cisco Webview.
- Advocated for staff members, helping to identify and resolve conflicts.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Customer Service Teamlead
Wells Fargo Bank
09.1994 - 03.2000
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Trained new customer service representatives on best practices, policies and procedures.
- Led customer service team to improve response times and enhance client satisfaction.
- Developed training programs for new staff, fostering skill development and performance excellence.
Education
High School Diploma -
LD Bell High School
Bedford, TX05.1989
Skills
- Conflict Resolution Techniques
- Customer Account Management
- Team Training
- Staff education and training
- Multi-Line Phone Talent
- Cross-Functional Team Collaboration
- Microsoft Office
- Quality Assurance
- Multitasking and Organization
- Customer satisfaction
Timeline
Customer Service Team Lead (Remote)
GXO Logistics (The United States Mint)
02.2022 - Current
Customer Service Call Center Representative
Capital One
01.2008 - 03.2009
Loan Processor Documents
Citi Capital Group
08.2007 - 01.2008
Front Desk Associate and Massage Therapist
Massage Envy
01.2004 - 12.2007
Workforce Management Analyst
McKesson Inc
03.2000 - 12.2003
Customer Service Teamlead
Wells Fargo Bank
09.1994 - 03.2000
High School Diploma -
LD Bell High School