Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Kristen Best

FONTANA,CA

Summary

Knowledgeable and dedicated customer service professional with extensive leadership experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

20
20
years of professional experience

Work History

Customer Experience Representative

Abbyson Living
Redlands, CA
12.2021 - 08.2022
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.

Customer Service Representative

Wells Fargo Home Mortgage
, CA
05.2015 - 12.2021
  • Assisting customers with their mortgage loans and needs.
  • Process payments, set up payments with automatic withdraws.
  • Taking calls in call center environment.
  • Reviewing loan contracts to be able to educate and assist customers with their needs and questions.
  • I am Supervisor on duty.
  • Take escalated calls when issues or questions with prior reps have not been resolved.
  • Stop and reissue checks to customers.
  • Provide assistance to customers who have been impacted by natural and non-natural disasters.
  • Assist customers with insurance and property taxes.
  • Peer mentoring.
  • Update fellow team members with procedure changes.
  • Ability to calculate and project future payments for customers and anticipating future needs.
  • First call resolutions.
  • All while providing a positive customer experience.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services and company information.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Facilitated inter-departmental communication to effectively provide customer support.

Finance/Sales Manager

Sierra Fiat
Duarte, CA
02.2012 - 01.2013
  • Coordinated meetings and networking mixers, Organized events that are beneficial to the community Obtained information from clients to fill out credit applications Used 700Credit program to run clients credit Discussed with the client their credit score and submitted applications to banks.
  • Structured a financial agreement that fits within the client budget.
  • Chose bank based on client’s credit; credit experience, depth of credit, debt to income ratio, high credit and low credit, late pays, paid as agreed, charge offs or repossessions.
  • Negotiated with banks daily to get the best interest rate, to make the company money and to the client satisfaction.
  • Typed all the client information into the system to be prepared to print out the contracts.
  • Experienced with Reynolds & Reynolds, Contact Management, Dealer Build, Dealer Socket, ABB and AVV Went over all the legal contracts and paperwork required for the loan and DMV paperwork for the client.
  • Made sure the client understood everything in the contract and signed where needed.
  • Collected any money due at the time of signing the contracts Followed up with the client to makes sure they were satisfied with the service that we provided.
  • Assisted sales staff members how to properly respond to client emails daily Assisted sales staff members in the negotiation process with the clients daily Worked closely with upper management to discuss daily goals and successes for the staff members as well as the company.
  • Ran client’s credit and negotiated with banks daily, to receive the best possible loan rate that would result in a win-win situation for my company and the company I represent.
  • Coordinated meetings and networking mixers Organized events that were beneficial to the community and the company.
  • Maintained all facets of day-to-day operations involving customer service, sales, and interviews.
  • Ran client’s credit and negotiated with banks daily.
  • Responsible for taking inventory of all vehicles as well as office materials for the business office.

Sales and Finance Manager

Richard Hibbard Chevrolet, Sierra Fiat of Duarte
Claremont, CA
01.2000 - 01.2012
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Managed order cycle to enhance business development and maintain sustainability and customer satisfaction.
  • Increased revenue by assisting with operations management, sales and marketing efforts.
  • Maintained agile, responsive organization with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
  • Trained new and existing staff members in various financial procedures to prepare for job requirements.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Organized promotional events and interacted with community to increase sales volume.
  • Produced contracts, reports, letters, and proposals for clients.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

Education

Certification - Medical Administrative Assitant

Chaffey College
Rancho Cucamonga, CA
2015

High School Diploma -

Alta Loma High School
Alta Loma, CA
1996

Skills

  • Proficient with Microsoft Word and Excel
  • Understanding Customer Needs
  • De-escalation Techniques
  • Transaction Processing
  • Translation and Interpretation Services
  • Building Customer Trust and Loyalty
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Creative Problem Solving
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • Calm and Professional Under Pressure

Accomplishments

  • Certified Medical Administrative Assistant expired in 2015.
  • Coordinated all department functions for team of 10+ employees.
  • Took over or filled in for different positions at one time to save money for the company so they wouldn't need to hire more employees.
  • Responsible for multiple positions at any given time.

Timeline

Customer Experience Representative

Abbyson Living
12.2021 - 08.2022

Customer Service Representative

Wells Fargo Home Mortgage
05.2015 - 12.2021

Finance/Sales Manager

Sierra Fiat
02.2012 - 01.2013

Sales and Finance Manager

Richard Hibbard Chevrolet, Sierra Fiat of Duarte
01.2000 - 01.2012

Certification - Medical Administrative Assitant

Chaffey College

High School Diploma -

Alta Loma High School

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Kristen Best