KriShona Gray
Jackson,MS
Summary
Dynamic professional with a proven track record in operations management and customer service excellence, notably at AT&T. Skilled in troubleshooting and conflict resolution, I excel in high-pressure environments, driving customer satisfaction and team productivity. Leveraging analytical thinking and effective communication, I consistently exceed service goals and foster client relations.
Overview
10
10
years of professional experience
Work History
Fresenius Medical Care
Patient Care Tech
Jackson, MS
01.2024 - Current
- Identified needs of customers promptly and efficiently.
- Operated equipment and machinery according to safety guidelines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Recognized by management for providing exceptional customer service.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Customer Advocate
AT&T
Jackson, MS
07.2021 - 12.2023
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated system with order specifics and customer details, preferences, and billing information.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Updated databases with new and modified customer data.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
Customer Service Representative Remote
arise
Jackson, MS
01.2020 - 01.2021
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding products and services.
Manager
Wendys Fast Food
Ridgeland, MS
08.2018 - 01.2020
- Ensured compliance with industry regulations and company policies.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership during times of organizational change or crisis situations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Enhanced customer satisfaction through the development of a customer service excellence program.
Cashier
Wendys Fast Food
Jackson, MS
03.2015 - 08.2018
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Offered customers carry-out service at completion of transaction.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Processed customer payments quickly and returned exact change and receipts.
Education
High School Diploma -
Terry High School
Terry, MS05-2018
Skills
- Computer skills
- Social perceptiveness
- Organization and time management
- Analytical thinking
- Self-Directed
- Calm under pressure
- [Equipment] operation
- Cultural awareness
- Time management
- Multitasking
- Organization
- Troubleshooting
- Public speaking
- Critical thinking
- Research
- Data management
- Active listening
- Client relations and customer service
- Professional customer service
- Typing speed
- Phone etiquette
- Goal oriented
- Billing management
- Call handling
- Sales management
- Conflict resolution
- Lead generation
- Business development
- Workforce management
- Negotiation
- Clear communication
- Operations management
- Coaching and mentoring
- Decision-making
- Performance management
Timeline
Fresenius Medical Care
Patient Care Tech
01.2024 - Current
Customer Advocate
AT&T
07.2021 - 12.2023
Customer Service Representative Remote
arise
01.2020 - 01.2021
Manager
Wendys Fast Food
08.2018 - 01.2020
Cashier
Wendys Fast Food
03.2015 - 08.2018
High School Diploma -
Terry High School