Khristiana Strong
Selma,AL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TeleTech
Dallas, TX
11.2018 - 09.2023
- Responded to 40–60 daily team support inquiries to maintain call center efficiency and minimize downtime.
Handled 15+ complex customer escalations per shift with a calm, knowledgeable, and professional approach, improving issue resolution time.
Ensured high-quality service by monitoring 25+ calls per week, delivering actionable feedback, and coaching team members to improve performance and customer satisfaction scores.
Participated in the recruitment process by screening and interviewing 20+ candidates monthly, helping identify top talent and strengthen overall team performance.
Senior Call Center Specialist
Gm Rewards
Austin, Texas
05.2015 - 10.2018
- Guided junior staff in handling escalated calls, achieving a 95% resolution rate.
- Developed and implemented new onboarding processes, reducing the training period by 20%.
- Collaborated on the transition to a new CRM system, enhancing efficiency and cutting errors by 40%.
- Executed feedback sessions which improved communication and reduced issue escalation by 25%.
- Spearheaded initiatives that increased overall team satisfaction and engagement scores by 15%.
Customer Service Representative
Convergys
San Antonio, Texas
03.2012 - 04.2015
- Achieved an average customer satisfaction rating over 92% by providing exceptional service.
- Efficiently handled over 100 calls per day, resolving 80% in the first call.
- Collaborated with team members to improve service efficiency, resulting in increased team performance.
- Assisted in the development of a call scripting tool used by 50% of team members.
Education
Associate of Science - Graphic Communications
University of North Texas
Denton, TX01-2020
Skills
- Customer Support
Call Handling
Conflict Resolution
Customer Retention
Active Listening
Technical
CRM Systems
Microsoft Office
Data Entry
Ticketing Systems
Workplace Skills
Communication
Problem Solving
Time Management
Multitasking
Accomplishments
- Increased Customer Satisfaction: Developed strategies that increased customer satisfaction by 25% within two years.
- Streamlined Call Processes: Led a project that reduced call processing time by 30%, resulting in higher efficiency.
- Mentored a High-Performing Team: Successfully mentored a team, leading to a 20% increase in performance metrics.
- Awarded Employee of The Year: Recognized for dedication and exceptional service, increasing sales results by 15%.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Certified Call Center Leader: Certification from the International Customer Management Institute on leadership in call centers.
- Advanced Microsoft Excel: Completed a course by Coursera focusing on pivot tables, data analysis, and macros.
LANGUAGES
English: Native
Full Professional
Timeline
Customer Service Representative
TeleTech
11.2018 - 09.2023
Senior Call Center Specialist
Gm Rewards
05.2015 - 10.2018
Customer Service Representative
Convergys
03.2012 - 04.2015
Associate of Science - Graphic Communications
University of North Texas