Kristen Doria
San Marcos,TX
Summary
Proven track record in enhancing customer satisfaction and loyalty at Brightspeed, leveraging exceptional problem-solving abilities and computer proficiency. Expert in conflict resolution and customer relations, consistently achieving positive outcomes in high-stress situations. Demonstrated ability to improve retention rates through active listening and comprehensive product knowledge. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Brightspeed
09.2014 - 05.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Bus Operator
San Marcos CISD
08.2007 - 05.2011
- Maintained a clean and safe bus environment for the comfort of all passengers.
- Assisted passengers with disabilities, ensuring their safe boarding, travel, and disembarking from the bus.
- Helped passengers stow and retrieve luggage, bags, wheelchairs and other items.
- Adhered strictly to traffic laws and safety guidelines while operating the bus on assigned routes.
- Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
- Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
- Handled emergency situations calmly and effectively by following established protocols for passenger safety and incident reporting.
Education
High School Diploma -
San Marcos High School
San Marcos, TX05.2003
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Product Knowledge
- Order Processing
- Documentation
Timeline
Customer Service Representative
Brightspeed
09.2014 - 05.2024
Bus Operator
San Marcos CISD
08.2007 - 05.2011
High School Diploma -
San Marcos High School
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