Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kiara Krum

Queens,NY

Summary

Customer Care Professional with 14 years of experience in delivering exceptional customer service and resolving inquiries across multiple industries. Proven track record as a Chat Representative and Customer Service Specialist, adept at using CRM software and exhibiting strong communication, problem-solving, and conflict resolution skills. Seeking to leverage expertise in customer interactions and satisfaction in a Customer Care Professional role.

Overview

15
15
years of professional experience

Work History

Chat Representative

South Center Printing Inc.
01.2022 - Current
  • Respond to customer inquiries via live chat in a timely and professional manner
  • Provide accurate information about products and services to facilitate customer decision-making
  • Identify customer issues and escalate complex concerns to the appropriate department when necessary
  • Maintain detailed records of customer interactions and transactions for future reference
  • Follow up with customers to ensure their issues have been resolved satisfactorily
  • Stay updated on product knowledge and industry trends to provide relevant information
  • Collaborate with team members to improve service processes and enhance customer satisfaction

Legal Intake Specialist

Fisher & Fisher Law Offices
Mt Pocono, PA
08.2017 - 08.2019
  • Managed incoming calls and digital leads from potential and existing clients, ensuring effective communication and engagement
  • Listened attentively to client concerns, gathering relevant case information to facilitate initial case evaluation
  • Screened potential client inquiries to ensure alignment with firm's qualifying criteria, while fostering a supportive and understanding interaction
  • Collected and documented essential client information, maintaining precise data entry and organization to support case management

Member Service Representative

Citizens Savings Bank
Mt Pocono, PA
03.2016 - 06.2017
  • Delivered high-quality customer service by effectively responding to telephone inquiries and resolving issues
  • Researched, analyzed, and provided tailored solutions to meet customer needs
  • Resolved customer inquiries and issues on first contact, enhancing customer satisfaction
  • Provided accurate account information and addressed billing disputes and payment errors
  • Revised fees and finance charges as necessary, ensuring accurate account maintenance
  • Managed orders for cards, checks, and other banking products
  • Acted promptly on reports of lost or stolen cards/checks to mitigate customer risk
  • Conducted thorough research on unresolved customer issues to provide effective solutions

Urgent Care Technician

St. Luke's Health Center
Pocono Summit, PA
04.2013 - 12.2015
  • Completed patient registration by obtaining, verifying, and updating demographic, financial, and guarantor information
  • Verified insurance benefits and obtained patient or family consent for treatment and financial responsibility, ensuring compliance with HIPAA regulations
  • Entered patient information into EMR systems, including order and charge entry processes
  • Scheduled patients for specialty or primary care, diagnostic testing, and other clinical services, including occupational medicine and Workers Compensation claims
  • Collected patient information, including past medical history and medication review, during health screenings
  • Obtained vital signs, prepared exam rooms, and set up necessary instruments and equipment for patient visits
  • Completed orders and referrals, communicated care plans, and provided health education to patients and families
  • Monitored and prioritized patient acuity in the waiting area to ensure timely and appropriate care
  • Acted as a first responder in emergent situations, informing the care team of patients in distress

Customer Service Specialist

Adecco
Wilkes-Barre, PA
02.2010 - 02.2013
  • Responded to customer inquiries in a high-volume call environment, maintaining professionalism and efficiency
  • Collaborated with customers to effectively resolve issues and enhance satisfaction
  • Processed website orders with precision, ensuring timely fulfillment and customer satisfaction
  • Screened transactions for potential fraud, contributing to the protection of company assets
  • Managed product returns, facilitating smooth processing and resolution
  • Ensured accuracy in customer order processing, minimizing errors and delays
  • Communicated customer issues and insights to the Quality department for continuous improvement initiatives
  • Documented customer interactions in an internal system for accurate tracking and analysis of service improvements
  • Met or exceeded departmental performance metrics, demonstrating reliability and competence
  • Recommended products and solutions to customers, enhancing their experience and supporting sales initiatives

Education

High School Diploma -

G.A.R Memorial High School
Wilkes-Barre, PA
06-2007

Bachelor of Arts - Public Health

Luzerne County Community College
Nanticoke, PA

Skills

  • Active Listening
  • Adaptability
  • Communication Skills
  • Conflict Resolution
  • CRM Software Proficiency
  • Empathy
  • Multitasking
  • Problem-Solving
  • Product Knowledge
  • Time Management
  • Microsoft Office
  • Google Workspace
  • Google Suite
  • LibreOffice
  • Pixlr
  • Spreadsheets
  • Salesforce
  • Zendesk
  • Zoom
  • NICE CXone
  • Jira
  • Twilio
  • Genesys
  • Avaya
  • Five9
  • 8x8
  • Sprinklr
  • Critical Thinking

Languages

Spanish
Professional

Timeline

Chat Representative

South Center Printing Inc.
01.2022 - Current

Legal Intake Specialist

Fisher & Fisher Law Offices
08.2017 - 08.2019

Member Service Representative

Citizens Savings Bank
03.2016 - 06.2017

Urgent Care Technician

St. Luke's Health Center
04.2013 - 12.2015

Customer Service Specialist

Adecco
02.2010 - 02.2013

High School Diploma -

G.A.R Memorial High School

Bachelor of Arts - Public Health

Luzerne County Community College

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Kiara Krum