Kristal Luong
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and business needs.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate (Part-time)
Textme Inc.
10.2022 - Current
- Work 35-90 tickets per day to maintain customer satisfaction.
- Build long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Support business by taking on escalated emails, handling complex concerns, and achieving customer satisfaction targets.
- Assist customers in identifying issues and explain solutions to restore service and functionality.
- Communicate and collaborate with team in efforts to analyze customer issue trends and best problem resolutions.
Contact Systems Coordinator (Part-time)
Perdoceo Education Corporation
02.2022 - 10.2022
- First point of contact for prospective students.
- Handled roughly 250-285 outbound calls per day. Performed average of 40% of students enrolling in school.
- Used multiple scripts, and supported various calling campaigns for both online and ground campuses presented through contact systems
- Warm transferred prospective students to live admissions advisors skilled in assisting prospective students based on their interests and background.
Assistant Manager/Optician
Americas Best Contacts and Eyeglasses
08.2016 - 04.2021
- Achieved team lead position within 6 months and management within 1 year.
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
- Established team priorities, maintained schedules, and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Discussed prescriptions, optimal lens, coating, contact lens options and frame recommendations with customers to meet individual needs.
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations
- Scheduled appointments, communicated with patients, and updated patient records.
- Maintained safe, clean and organized environment to increase patient comfort.
Customer Service Representative
Xerox/ Conduent
11.2011 - 08.2016
- Handle customer inquiries for Sprint, Cox Communications and Sam's Club
- Handled customer complaints, billing questions and payment extension/service requests
- Calmed angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Achieved Employee of the month by meeting monthly goals and customers satisfaction surveys.
- Educate customers on cable packages, phone plans and memberships
- New business, submitting tickets, email support, troubleshooting cable/internet equipment.
Education
Associate's degree - Applied Science - Biology
Northwest Vista College
San Antonio, TXHigh school diploma -
Bel Air High School
El Paso, TXSkills
- Personnel training and development
- Complaint resolution
- Sales expertise
- Excellent time management skills
- Team Building
- Creative problem solving
- Analytical and organized
- Microsoft Outlook, Word, Excel
- Google Docs, Google Sheets
- Zendesk and Slack experience
Timeline
Customer Service Advocate (Part-time)
Textme Inc.
10.2022 - Current
Contact Systems Coordinator (Part-time)
Perdoceo Education Corporation
02.2022 - 10.2022
Assistant Manager/Optician
Americas Best Contacts and Eyeglasses
08.2016 - 04.2021
Customer Service Representative
Xerox/ Conduent
11.2011 - 08.2016
Associate's degree - Applied Science - Biology
Northwest Vista College
High school diploma -
Bel Air High School
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