Oracle RightNow
Khristy Woods
Rowlett,TX
Summary
Client Services Manager serving as escalation point for clients and internal departments. Provide Senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Customer Manager offering 25-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
6
6
years of post-secondary education
22
22
years of professional experience
Work History
Client Services Incident Manager
Homecare Homebase, LLC
Dallas, TX
02.2019 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Encouraged creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Interacted with clients on regular basis to quickly alleviate issues and provide Incident updates.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Host scheduled monthly Incident Management calls with customers
- Point of contact for VSTS/Bugs
SQL Specialist
Homecare Homebase, LLC
Dallas, TX
11.2017 - 02.2019
- Attended training programs to deepen professional skillset
- Followed all company policies and procedures to deliver quality work.
- Maintained data quality
- Execute SQL queries to research, analyze, and troubleshoot data
- Writing optimized SQL queries for integration with applications
- Solve and correct issues for customers in real time
- Consistently hits productivity while maintaining a 96% on quality assurance audits
Customer Service Representative Team Lead
Homecare Homebase, LLC
Dallas, TX
01.2015 - 11.2017
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consult and educate customers on appropriate use of all products within HCHB
- Able to maintain high levels of professionalism with clients while establishing a positive rapport with every caller
- Responsible for staying updated on product knowledge
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Used RightNow Oracle system to keep records of customer interactions, customer accounts and file documents.
- Facilitated inter-departmental communication to effectively provide customer support.
- Trained staff on operating procedures and company services.
- Met all customer call guidelines including service levels, handle time and productivity.
College Admission Representative
Everest College
Dallas, TX
07.2014 - 01.2015
- Reviewed admissions applications to check students' eligibility for acceptance.
- Supported students through admissions process by answering questions and assisting with forms.
- Assessed student's skills, educational, and career goals to determine future steps and resources available.
- Ranked #1 performer for Most Enrollments and Most Shows for Interviews.
- Created several successful metrics and standards worksheets to reduce error in costs and increase retention that was implemented department wide with eleven other admission representatives
Office Manager/Recruiting Coordinatior
Airetel Staffing
Dallas, TX
04.2013 - 01.2014
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Coordinated special projects and managed schedules.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Arranged corporate and office conferences for company employees and guests.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Led and coached team in reaching 150M sales goal two weeks ahead of schedule.
- Received promotion after two months of employment
Branch Rental Manager
Enterprise-Rent-A-Car
Dallas, TX
07.2000 - 11.2011
- Complied with governmental and other regulatory agencies by following policies and documenting transactions.
- Executed sales and marketing initiatives to increase revenue for company.
- Organized and managed 29% higher inventory than other branches in the division.
- Achieved a 28% higher average on Customer Service Index Score in two months.
- Attended several luncheons and dinners for maintaining an above average score (over 80%)
- Managed key accounts to include all customers within corporate market segment.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Developed and maintained effectiveness of branch staff and provided strong customer service relations.
- Handled profit and loss statements including all accounts receivable responsibilities.
Branch Manager/Head Trainer
Cotton Patch Cafe
Corsicana, TX
06.1996 - 06.1999
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Gathered and reviewed customer feedback to improve operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Maintained friendly and professional customer interactions.
- Increased monthly staff retention rate after implementing new training programs.
- Lead and supervised events ranging in size from 50 to 200.
Education
Bachelor of Arts - Hospitality Management
University of North Texas
Denton, TX 08.2009 - 12.2013
Associate of Science - Business
Navarro Junior College
Corsicana, TX 08.2007 - 05.2009
Skills
Relationship Building
undefinedSoftware
Service Now
Timeline
Client Services Incident Manager
Homecare Homebase, LLC
02.2019 - Current
SQL Specialist
Homecare Homebase, LLC
11.2017 - 02.2019
Customer Service Representative Team Lead
Homecare Homebase, LLC
01.2015 - 11.2017
College Admission Representative
Everest College
07.2014 - 01.2015
Office Manager/Recruiting Coordinatior
Airetel Staffing
04.2013 - 01.2014
Bachelor of Arts - Hospitality Management
University of North Texas
08.2009 - 12.2013
Associate of Science - Business
Navarro Junior College
08.2007 - 05.2009
Branch Rental Manager
Enterprise-Rent-A-Car
07.2000 - 11.2011
Branch Manager/Head Trainer
Cotton Patch Cafe
06.1996 - 06.1999
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