Kristen Barker
Trenton,OH
Summary
Dedicated and knowledgeable customer service professional with extensive experience in the customer service industry. Solid team player known for outgoing and positive demeanor, adept at establishing rapport with colleagues. Highly motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented individual with a passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
AES Ohio
10.2023 - Current
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided backup support for multiple other departments.
- Delivered prompt service to prioritize customer needs.
- Met goals for several months including, but not limited to; Average Handle Time, Quality Assurance, and First Call Resolution
Credit Card Customer Service Representative
Macy's Credit Services
01.2023 - 09.2023
- Received inbound customer calls related to credit and accounts receivable.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Supported customers with invoices, statements and other basic questions.
- Assisted with reconciliations and customer communications.
- Processed recurring automated payments and credit card payments.
- Built strong relationships with customers to increase retention and loyalty.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
Builder Account Manager
Rite Rug Flooring
07.2022 - 12.2022
- Manage all flooring installs and repairs for new builds for Ryan Homes Dayton
- Built relationships with builders to promote long term business growth.
- Developed detailed installations plans and organized required materials to maintain productivity.
- Interpreted blueprints accurately, building installation plans to exact specifications.
- Kept detailed records of daily installations through online company database.
- Monitored service after installations and implemented quick and effective problem resolutions.
- Consulted with businesses to supply accurate product and service information.
Customer Service Representative
Humana Pharmacy, Inc.
11.2020 - 06.2022
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered constant flow of customer calls with minimal wait times.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Business Account Management Specialist/Sales Floor Supervisor
Sprint
12.2014 - 08.2020
- Assist customers in purchasing phones and data plans for business accounts
- Developed and maintained strategic operational processes, streamlining customer experience and adding value to company.
- Provided account oversight, validating practices and verifying contract compliance.
- Contributed to team objectives in fast-paced environment.
- Attended monthly sales meetings and quarterly sales trainings.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Built relationships with customers and community to promote long term business growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Taught salespeople to close deals and improve sales performance to increase revenue for company.
- Supervised tasks, personnel and clients from company with high sales numbers.
- Developed strong and lasting rapport to improve customer service and retain valued clients.
- Trained newly hired sales team in upselling techniques.
Education
High School Diploma -
Edgewood High School
Trenton, OH06.2009
Skills
- Microsoft Applications (Word, Excel, Powerpoint, etc)
- Call Management
- Data Collection
- Inbound and Outbound Calling
- Complaint resolution
- Customer Relationship Management (CRM)
- CSS Database
- SAP Database
- Internet search capabilities
- Problem-solving abilities
- Call center procedures
- Team Development
Timeline
Customer Service Representative
AES Ohio
10.2023 - Current
Credit Card Customer Service Representative
Macy's Credit Services
01.2023 - 09.2023
Builder Account Manager
Rite Rug Flooring
07.2022 - 12.2022
Customer Service Representative
Humana Pharmacy, Inc.
11.2020 - 06.2022
Business Account Management Specialist/Sales Floor Supervisor
Sprint
12.2014 - 08.2020
High School Diploma -
Edgewood High School
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