Summary
Overview
Work History
Education
Skills
Activities
Volunteer Experience
Timeline
Generic

Krissy Flores

San Antonio,Texas

Summary

Experienced Customer Service Representative with 3 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Aetna
09.2021 - Current


  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Assisted customers in navigating company website and improving overall user experience
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Responded to customer calls and emails to answer questions about products and services.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Contributed positively to the team dynamic by offering assistance to colleagues when needed and celebrating their successes.

Assistant Store Manager

Cato Fashions
08.2015 - Current
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register and made bank deposits
  • Assigned employees to specific duties to best meet the needs of the store
  • Priced merchandise, stocked shelves and took inventory of supplies
  • Hired, trained and evaluated personnel in sales and marketing
  • Worked collaboratively in team environment
  • Welcomed customers into the store and helped them locate items
  • Processed payments for credit and debit cards and returned the proper change for cash
  • Immediately addressed problems with customers to promote quick and successful resolution.

Office Administrative Assistant

Manufactured Housing Consultants
09.2013 - 02.2015
  • Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance
  • Kept reception area clean and neat to give visitors a positive impression of the company
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Provided clerical support to company employees, including copying, faxing and file management.

Education

Associate of Science -

Palo Alto College
San Antonio, TX

High School Diploma -

John F. Kennedy High School
San Antonio, TX
01.2012

Skills

  • Motivated team player
  • Goal-oriented
  • Time Management
  • Active listening skills
  • Computer literate in Microsoft Office including Excel Spreadsheet and PowerPoint
  • Skilled problem solver
  • Excellent communication skills
  • Works well under pressure
  • Detail-oriented
  • Retail sales
  • Excellent customer service skills
  • Staff training and development
  • Logging call information
  • Call Center Customer Service
  • Customer inquiries
  • Complaint resolution

Activities

  • Council Member, John F. Kennedy High School, San Antonio, TX, 2011, 2012, Organized and coordinated various fundraising programs
  • Y.A.G.A Member (Youth Against Gang Activity), John F. Kennedy High School, San Antonio, TX, 2009, 2012, Opportunities for youth engagement include in school group facilitation geared at developing life skills focused towards healthy lifestyles and choices; youth leadership through after school programming, case management, and referral support.

Volunteer Experience

  • Volunteer work for after school programs at local elementary schools
  • Volunteer work at San Antonio Food Bank
  • Volunteer work at San Antonio Humane Society

Timeline

Customer Service Representative

Aetna
09.2021 - Current

Assistant Store Manager

Cato Fashions
08.2015 - Current

Office Administrative Assistant

Manufactured Housing Consultants
09.2013 - 02.2015

Associate of Science -

Palo Alto College

High School Diploma -

John F. Kennedy High School

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Krissy Flores