Hi, I’m
Kirstie Gibson
Chat Specialist
Owings Mills,MD
Summary
Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
years of professional experience
3
years of post-secondary education
Work History
TransCoreMiddle River, MD
Chat Support Specialist
06.2022 - Current
Job overview
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Provided online demonstrations to educate customers on product features and online help resources.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Trained new team members on live chat procedures and customer service protocols.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
Window NationLaurel, MD
Service and Warranty
01.2021 - 09.2021
Job overview
- Analyzed problems, identified trends and developed strategies to optimize claims process.
- Processed and recorded new policies and claims.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Gathered paperwork and contacted customers to book appointments.
- Maintained detailed service and customer records.
LKQ Auto PartsMount Airy, MD
Inside Sales Representative
02.2020 - 01.2021
Job overview
- Answered customers' questions regarding products, prices, and availability.
- Managed friendly and professional customer interactions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Used CRM software to maintain detailed contact logs and account records.
Hertz Rental CarCatonsville, MD
Transportation Specialist
05.2018 - 09.2019
Job overview
- Coordinated schedules and communicated changes to customers.
- Worked with service providers to resolve issues and correct delays.
- Identified appropriate travel routes in accordance with applicable traffic and bulk cargo transportation laws, regulations, protocols, and guidelines.
- Developed criteria, application instructions, procedural manuals, and contracts for federal and state public transportation programs.
Education
The Art Institute of PittsburghPittsburgh, PA
Associate of Science from Digital Photography
02.2014 - 06.2016
University of Maryland Global CampusAdelphi, MD
Bachelor of Science from Cybersecurity Technology
09.2022 - Current
Skills
Customer services
Process Management
Team Building
Telephone etiquette
Writing skills
Relationship building
Documentation and reporting
Customer engagement
Issue escalation
Recordkeeping strengths
Account management
CRM
Timeline
University of Maryland Global Campus
Bachelor of Science from Cybersecurity Technology
09.2022 - Current
Chat Support Specialist
TransCore
06.2022 - Current
Service and Warranty
Window Nation
01.2021 - 09.2021
Inside Sales Representative
LKQ Auto Parts
02.2020 - 01.2021
Transportation Specialist
Hertz Rental Car
05.2018 - 09.2019
The Art Institute of Pittsburgh
Associate of Science from Digital Photography
02.2014 - 06.2016