G Suite
Kristen Jones
Howe,OK
Summary
Dynamic business professional delivering exceptional customer-focused service and internal team support. Skilled in generating reports, monitoring trends, and analyzing data. Experienced in creating and maintaining training materials and process documentation. Thrives in fast-paced environments, meeting multiple project deadlines with strong organizational skills. Versatile and effective team contributor with excellent interpersonal communication and collaboration abilities. Diverse knowledge in supporting corporate organizations across various business areas including Customer Service and Support, Corporate Operations, Project Coordination, Workflow Optimization, Quality Assurance (QA), Ticket Management, and User & System Provisioning.
Overview
16
16
years of professional experience
Work History
Professional Advocate
CareRev
05.2022 - 09.2024
- Guide new users through a systematic onboarding process to facilitate making decisions around their needs and goals
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Used ticketing systems to manage and process support actions and requests.
Client Services Representative
Crif Select Corp
03.2021 - 05.2022
- Prepares and distributes Release Notes describing the system enhancements released by the development team
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Agent Care Consultant
Zillow Group Inc
09.2019 - 03.2021
- Assist agents with updating their accounts through multiple platforms
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
Client Services Manager
CRIF Select Corp
01.2009 - 09.2019
- Edits the controls for the Dealership setup and auditing procedures for the annual SSAE Audit
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Developed new employees and on-going performance assessment of current employees.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
High School Diploma -
Ralston Valley High School
Arvada05-2005
Skills
- Training delivery
- Crisis support
- Policy Development
- Analytical Reasoning
- Document Review
- CRM and Salesforce proficiency
- Attention to Detail
- Dependable and Responsible
- Data Entry
- Product Knowledge
- Critical Thinking
References
- Janki Patel, Former manager, (908) 247-1356
- Gary Schweit, Former manager, (386) 956-6287
- Emily Diebold, Former team lead, (630) 687-5375
- Kailey Wood, Former teammate, (716) 250-8075
Specialqualifications
- Well versed on three loan origination systems.
- Proficient in the procedures and workflow throughout the company.
- Have created relationships with the credit union and dealership partners.
- Very strong organizational and time management skills.
- Ability to work within tight deadlines.
- Ability to work as part of a team as well as independently.
- Strong communication and presentation skills.
- Strong analytical, requirements gathering, and documentation skills.
- Proficient in Microsoft Office products and GSuite.
- Excellent customer service skills.
Software
Salesforce
Zendesk
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Reading
Homesteading
Animals
Interior Design
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsLanguages
English
Native or Bilingual
Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Professional Advocate
CareRev
05.2022 - 09.2024
Client Services Representative
Crif Select Corp
03.2021 - 05.2022
Agent Care Consultant
Zillow Group Inc
09.2019 - 03.2021
Client Services Manager
CRIF Select Corp
01.2009 - 09.2019
High School Diploma -
Ralston Valley High School
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