David Kristiansen
North Royalton,OH
Summary
Customer Care, Technical Support, Product Trainer, Team lead and Service Quality Assurance Professional with 20 years of experience in the Call Center Industry. Committed to delivering quality without compensating quantity. Friendly team player who supports and motivates others while able to work independently.
Overview
18
18
years of professional experience
Work History
Outbound Sales Representative
Unique Interaction Asia Inc.
02.2006 - 09.2006
- Educated customers on product and service benefits, explaining features and answering questions.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
Quality Assurance Analyst
TREC Pacific
10.2006 - 10.2013
- Generated weekly reports for clients and lead operations on agent development, progress, and team performance.
- Conducted weekly coaching sessions with agents on areas where improvement is necessary.
- Evaluated agents’ performance through call handling skills, technical know-how, and
communication skills. - Provided product training to front-line staff and business partners.
Customer Service Representative
TREC Pacific
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Technical Support Representative
TREC Pacific
- Responsible for software installation and initial set up.
- Hardware support for credit card terminals, peripherals and accessories.
- Point of Sale (POS) technical support for small to large business establishments.
Tier 2 Technical Support Specialist
24/7
11.2013 - 12.2015
- Provided Internet related troubleshooting and hardware setup.
- Responsible for modem provisioning and advanced gateway configuration.
- Voice Over Internet Protocol support for selected consumer types depending on division.
Team Leader - Service Delivery
TREC Pacific
01.2015 - 02.2023
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Quality Assurance Analyst
TREC Pacific
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
Online English Tutor
Cambly
11.2022 - Current
- Communicated grammar rules clearly in easiest forms without overwhelming student.
- Varied teaching methods for verbal language instruction by expressing and selecting specific vocabulary clearly.
- Planned and organized lesson plans to meet changing deadlines and requirements.
- Identified problems with students by clearly and effectively addressing issues.
Education
Bachelor of Science - Biology
Iloilo Doctors' College
Iloilo CitySkills
- Desktop Support
- Customer Service
- Desktop Troubleshooting and assembly
- Analytical Skills
- Software Installation
- Information Protection
Hobbies
- Computer assembly
- Music writing
- Sports, Athletics
- Surfing the net and online games
- Video and Audio editing
Timeline
Online English Tutor
Cambly
11.2022 - Current
Team Leader - Service Delivery
TREC Pacific
01.2015 - 02.2023
Tier 2 Technical Support Specialist
24/7
11.2013 - 12.2015
Quality Assurance Analyst
TREC Pacific
10.2006 - 10.2013
Outbound Sales Representative
Unique Interaction Asia Inc.
02.2006 - 09.2006
Customer Service Representative
TREC Pacific
Technical Support Representative
TREC Pacific
Quality Assurance Analyst
TREC Pacific
Bachelor of Science - Biology
Iloilo Doctors' College
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