Kristen Griffin
Azle,TX
Summary
Adept at fostering customer relationships and enhancing customer satisfaction, my tenure at Tower Loan honed my skills in complaint handling and data entry. Leveraging active listening and problem-solving abilities, I consistently exceeded performance metrics, demonstrating a commitment to excellence and a profound understanding of customer service dynamics.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Agent
Tower Loan
06.2018 - 08.2024
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Certified Nursing Assistant
North Mississippi Medical Center
02.2012 - 07.2017
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
Education
Certified Nursing Assistant - Nursing
Itawamba Community College
Fulton, MS09.2008
High School Diploma -
Houston High School
Houston, MS05.2002
Skills
- Customer Focus
- Call center experience
- Building rapport
- Escalation management
- Call flow maximization
- Complaint Handling
- Payment Processing
- Typing Speed
- Dispute Resolution
- Email management
- Language proficiency
- Critical Thinking
- Customer Service
- Problem-solving abilities
- Data Entry
- Active Listening
- Problem Resolution
- Conflict Resolution
- Document Control
- Prioritization
- Client Relations
- Service standard compliance
- Account updating
- Customer Relations
- Coordination
- Office equipment proficiency
- Scheduling
- Data Collection
- Customer Relationship Management (CRM)
- Product Knowledge
- Account Management
- Spreadsheets
- Filing
- Computer Proficiency
- Paperwork Processing
- Order Fulfillment
- Clerical Support
- Staff Training
- Multi-line phone talent
- Report Generation
- Follow-up skills
- Medical terminology knowledge
- Sales expertise
- Promotional support
- Reading Comprehension
- Recordkeeping strengths
- Process Optimization
- Money handling abilities
- Consultative Sales
- Documentation
- Product Education
- Project management abilities
- Minute Taking
- Quality Control
- Administrative Support
- Professional telephone demeanor
- Sales closing
Timeline
Customer Service Representative Agent
Tower Loan
06.2018 - 08.2024
Certified Nursing Assistant
North Mississippi Medical Center
02.2012 - 07.2017
Certified Nursing Assistant - Nursing
Itawamba Community College
High School Diploma -
Houston High School
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