Crystal Statzer
Bristol,Tennessee
Summary
Adept at managing high call volumes with Teleperformance USA, I enhanced customer satisfaction through expert complaint handling and active listening, achieving a significant increase in repeat business. My blend of technical support proficiency and conflict resolution skills drove efficient problem resolution, showcasing a commitment to excellence and results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
CSR
Teleperformance USA
05.2015 - 05.2018
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Cashier/Shelf Stocker
Dollar General
01.2015 - 06.2015
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked a flexible schedule to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Unloaded arriving product stock and moved to store display areas.
- Checked and pulled defective or expired products from shelves.
- Collaborated with team members to complete daily tasks and achieve store goals.
- Improved overall store appearance by regularly facing products on shelves for easy identification.
CSR
Telepreformance USA
06.2011 - 04.2012
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Waitress/Restaurant Cashier
Ryan's Buffet
10.2009 - 04.2011
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Greeted new customers, discussed specials, and took drink orders.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Ensured compliance with health regulations by maintaining cleanliness of work areas, utensils, and equipment.
- Reduced wait times for seating by efficiently clearing tables immediately after guests'' departure.
- Handled high volume transactions calmly, maintaining composure under pressure and delivering excellent customer service.
- Balanced multiple responsibilities simultaneously, prioritizing tasks according to immediate needs of the restaurant operation.
Education
No Degree - General Studies
Virginia Highlands Community College
Abingdon, VAAssociate of Applied Science - Social Work
Northeast State Community College
Blountville, TN05.2023
Skills
- Customer Focus
- Technical Support
- Complaint Handling
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Professional telephone demeanor
- Conflict Resolution
- Documentation
- Call Management
- Problem Resolution
- Dispute Resolution
- Product Knowledge
Timeline
CSR
Teleperformance USA
05.2015 - 05.2018
Cashier/Shelf Stocker
Dollar General
01.2015 - 06.2015
CSR
Telepreformance USA
06.2011 - 04.2012
Waitress/Restaurant Cashier
Ryan's Buffet
10.2009 - 04.2011
No Degree - General Studies
Virginia Highlands Community College
Associate of Applied Science - Social Work
Northeast State Community College
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