Krishauna Gray
Orlando,FL
Summary
Dynamic customer service professional adept at managing high call volumes and resolving conflicts effectively. Committed to fostering long-term customer relationships through exceptional service and follow-up, consistently meeting first-call resolution metrics. Enthusiastically supports team success and strives for excellence in every customer interaction.
Overview
22
22
years of professional experience
Work History
Customer Advocate
JPMorgan Chase
06.2024 - 02.2026
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service through in-depth product knowledge and fostering welcoming, positive experiences.
- Managed high volume of customer calls daily, ensuring prompt resolution of inquiries and enhancing customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Conducted follow-ups with customers on resolved issues, reinforcing commitment to high standards of customer service.
Server
Chili's
04.2022 - 05.2024
- Delivered food and beverages to Guests promptly, coordinating retrieval from the kitchen and service within assigned sections.
- Documented food and beverage orders on Guest tickets and entered them into POP swiftly and accurately, ensuring proper sequence and use of abbreviations.
- Leveraged menu knowledge to effectively explain offerings, inform Guests of food promotions and specials, and address inquiries.
Customer Representative
Southwest Airline
09.2022 - 11.2023
- Managed customer inquiries with an average of 100 calls daily, ensuring timely resolutions.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Analyzed account and service histories to identify trends, addressing potential issues proactively.
- Fostered courteous, friendly atmosphere for guests, enhancing overall satisfaction and customer service standards.
Front Desk Staff GYN Oncology
Advent Health
11.2020 - 11.2022
- Welcomed patients, updated and verified demographics, processed and scanned forms into systems to ensure accurate patient records
- Maintained operational flow by communicating patient status to team members and updating patients on wait times
- Requested co-pays and outstanding balances at check-in to facilitate efficient billing and minimize delays
- Ensures cash control by collecting processing and balancing funds in the practice's designated system and documents properly per AHMG guideline.
Patient Food Hospitality Attendant
Orlando Health
10.2018 - 04.2019
- Functions as an integral part of the Orlando Health team to support the nutritional needs of the patient
- Delivered the proper tray to the correct patient while using effective customer service skills.
- Displays excellent communication and customer service skills with patients, nursing staff and visitors
- Arranged trays on the delivery cart and logged delivery times accurately.
Customer Service Representative
SunPass
Ocoee, Florida
07.2017 - 07.2018
- Greeted customers warmly, identifying problems or reasons for calls to provide tailored support
- Resolved customer complaints through phone, email, mail, and social media, ensuring timely and effective solutions
- Assist with placement of orders, refunds, or exchanges.
- Contacted customers via telephone to verify account information, enhancing customer data accuracy
Restaurant Server
Applebee's Grill + Bar
11.2016 - 06.2017
- Take orders and serve food and beverages to patrons at tables in dining establishment
- Checked with customers to ensure meal satisfaction and addressed any issues promptly
- Communicated with customers to resolve complaints, enhancing overall satisfaction
- Delivered outstanding customer service by addressing inquiries and resolving issues promptly.
- Responded to guests' questions regarding food and beverage options to enhance their dining experience.
- Explaining menu items to customers
- Displayed menus and highlighted daily specials and recommendations to enhance customer choices
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
Ride Attendant/Park Greeter
Disney World
07.2012 - 03.2014
- Welcomed guests into the park, creating a positive first impression and enhancing overall guest experience.
- Greeted guests entering the park, fostering a friendly atmosphere for families and children.
- Inspected devices, provided instructions to riders, ensured safe installation of patrons, and implemented safety procedures to maintain a secure environment.
Cashier/Stock/Customer Service Representative
Dollar City
06.2004 - 01.2009
- Provided prompt, friendly customer service while ensuring store remained clean, fully stocked, and orderly.
- Handled cash, check, and credit card transactions.
- Scans items, provides change, balances drawer, and processes card transactions
- Received, unloaded, and unpacked merchandise; marked items with identification codes, stocked shelves, and assisted customers with orders to enhance shopping experience.
- Organized products and maintained inventory accuracy across various retail and storage environments to support efficient operations.
- Performed tasks that required lifting and moving heavy items safely and efficiently.
Education
High School Diploma -
Griggs International Academy
Gainesville, FL5 2010
Medical Assistant - Medical Technology
Concorde Career Institute
Orlando, FL12 2012
Skills
- Customer relationship management
- Complaint resolution
- Billing resolution
- Billing and payments
- Inbound call management
- Call center operations
- Data entry
- Documentation coordination
- Customer engagement strategies
- Customer engagement
- Resolving conflicts
Timeline
Customer Advocate
JPMorgan Chase
06.2024 - 02.2026
Customer Representative
Southwest Airline
09.2022 - 11.2023
Server
Chili's
04.2022 - 05.2024
Front Desk Staff GYN Oncology
Advent Health
11.2020 - 11.2022
Patient Food Hospitality Attendant
Orlando Health
10.2018 - 04.2019
Customer Service Representative
SunPass
07.2017 - 07.2018
Restaurant Server
Applebee's Grill + Bar
11.2016 - 06.2017
Ride Attendant/Park Greeter
Disney World
07.2012 - 03.2014
Cashier/Stock/Customer Service Representative
Dollar City
06.2004 - 01.2009
High School Diploma -
Griggs International Academy
Medical Assistant - Medical Technology
Concorde Career Institute