Kristan Thomas
Streamwood,IL
Summary
Talented professional considered a knowledgeable leader and dedicated problem solver. Brings 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
13
13
years of professional experience
Work History
Waste Management Team Lead I
Waste Management
02.2019 - Current
Waste Management Customer Service (CSR/Peer Coach)
Waste Management
10.2016 - 01.2019
- Handle escalated calls, review invoice, service issue with customers and negotiate overage/price increases
- Provides agent assistance with general questions and ticket entry
- Monitor agent availability and reporting call outs using CCPulse, Geneyes phone support
- Work closely with dispatch regarding deliveries, removals, and service recoveries
- Maintain accurate records by updating agent schedules, such as calls out, delayed lunch etc
- Work closely with our RTM team to skill agents to different que
- Prepare and host and conduct coaching and huddles with agents
- Meet and exceed quality goal of 82% > 93%
- Review billing case request and approve when needed.
Aurico Verification Specialist
Aurico
07.2016 - 08.2016
- Investigated by contacting employment, education, licensing, and DOT sources provided to verify employment and education/licensing
- Investigated by conducting interviews pertaining to job performance with references
- Created a comprehensive report in the proprietary database by paying close attention to detail and content.
Teleformix (Inte Q) Customer Service (Up Selling)
Teleformix
02.2014 - 07.2016
- Upselling Credit Card and Identify protection programs
- Verified Credit Card Accounts
- Assisted customers with their loyalty reward memberships
- Took an average of 60-90 calls per day
- Appointment setting for insurance company
- Assisted customers with billing and account changes
- Assisted customers with purchases and returns.
Inktel Customer Service
Inktel
05.2013 - 02.2014
- Took an average of 80-100 calls per day
- Assisted customers with status of orders
- Issued refunds and replacements for customers
- Focused on one call resolution for each customer
- Attempted to handle each of my customers without escalations to a supervisor
- Worked on multiple platforms daily
- Maintained an AHT of 300 seconds
- Contact carriers to track packages for customers
- Made outbound call to customers when necessary
- Provided technical support to customers with web issues.
Alpineaccess CCP/ Flex Coach/ Shift Leader
Alpineaccess
11.2010 - 08.2013
- Assisted customers with placing orders and tracking orders via phone
- Helped other representatives with difficult situations
- Made outbound calls when necessary
- Answered questions and concerns customers may have about our company
- Trained new representatives
- Replied to customer inquiries through email
- Went over Quality Assurance and CSAT scores with representatives
- One on one call to representatives regarding new promotions, policies and procedures
- Sent program stats and metric reports to account manager and clients
- Maintained an AHT of 320 seconds via calls and 12 Units Per Hour via emails.
Education
No Degree -
Broward College
Fort Lauderdale, FL2013
High School Diploma -
Miami Norland Senior High School
Miami, FL06.2008
Skills
- With my years of customer service experience, I have acquired expert knowledge of processes, selling and saving, system navigation, trouble shooting and great communication skills My goal to continue my career is to capitalize upon new opportunities for career development at Waste Management that values my hard work, integrity and results I am a fast learner that can self-manage, a team player that not only is able to work well with others but, also lead a team of new hires to success
- Schedule Management
- Performance Monitoring
- Quality Control
- Employee Evaluation
- Complaint Resolution
- Technical Support
- Team Supervision
- Coaching
- Issue Resolution
- Coaching and Mentoring
- Problem-Solving
Timeline
Waste Management Team Lead I
Waste Management
02.2019 - Current
Waste Management Customer Service (CSR/Peer Coach)
Waste Management
10.2016 - 01.2019
Aurico Verification Specialist
Aurico
07.2016 - 08.2016
Teleformix (Inte Q) Customer Service (Up Selling)
Teleformix
02.2014 - 07.2016
Inktel Customer Service
Inktel
05.2013 - 02.2014
Alpineaccess CCP/ Flex Coach/ Shift Leader
Alpineaccess
11.2010 - 08.2013
No Degree -
Broward College
High School Diploma -
Miami Norland Senior High School
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