Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kristen Little

Dallas,Texas

Summary

Seeking a position to leverage my abilities of being results oriented, problem solving, and team building. Strong communication and organizational skills will be utilized for efficiency in obtaining results and resolutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Military Customer Support Servicing Specialist

GM Financial
Arlington, TX
09.2020 - Current
  • Provided primary customer support for active military members and advised of SCRA Benefits
  • Aid in audit of 2018 SCRA Early Term Final Bills for DOJ and strategizing procedure to meet deadlines
  • Creation of SCRA ET Final Bills and process refunds if found due
  • Trained new team members on SCRA Benefits and policy
  • Work to create consistency in performance and compliance for procedure of SCRA
  • Aid team members with escalations and questions related to SCRA or GM Financial procedure to create customer resolution
  • Aided in updating GPS with workflow of SCRA and CCPA procedure
  • Work CCPA requests through obtaining customer identification across AutoSuite, VLinQ, AS400, Provenir, CPW, Mode, and White pages
  • Determine correct response letter upon identification for CCPA or if more verification is needed
  • Strive to find areas of improvement to create consistency in performance across the team to ensure following guidelines under SCRA and GM Financial policies
  • Create CCPA letters to be approved by legal before sending response to consumer while maintaining timelines
  • Provide monthly reports on all new CCPA requests
  • Work customer complaints
  • Assist with retail and lease accounts through phones and messaging platforms
  • Adhered to company policies and procedures to aid customers while maintaining a warm and caring experience
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of concern to create one-call resolution
  • Aid in various projects such as disabling auto pay and confirming addresses for uncashed refunds to assist with meeting deadlines

Receptionist

Enchanted Fairies Photography Studio
Plano, Texas
08.2019 - 03.2020
  • Acted as first point of contact for clients through phone, media, and email
  • Collected and distributed messages to team members and managers to support open communication and high customer service
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
  • Collected payments from clients and updated account balances
  • Balanced Photographer and Sales Consultants schedules
  • Supported management and handled extra projects as needed
  • Followed up with clients to ensure satisfaction
  • Assist in communication from multiple departments to and from clients
  • Expected to calm angry clients and regain their trust
  • Finalized, printed, and filed client orders
  • Entered and updated customer information and interaction details in GetTimely to track payments, requests, document problems and record solutions offered

Dance Instructor

Arthur Murray Dance Studio
Plano, TX
05.2012 - 07.2019
  • Customer service; info calls, confirmation calls, appointment scheduling, problem solve, greeting every student by name, make sure to create a pleasant and enjoyable environment for everyone that walks through the door
  • Customer Sales; individual programs, classes, events, trips, costume sales ranging from $300 - $10,000 per person
  • Customer Goals; help to establish individualized customer goals, create lesson plans based on goals, monitor progress, monthly check-ins, goal celebrations, establish future goals
  • Instructor; lesson planning, adjust to learning style (visual, kinesthetic, auditory, reading/writing), instruct individual as well as groups up to 50 people, trained to identify and adapt to different personality types, assisted in student certifications, train new staff members
  • Payment Collections
  • Audit Accounts Monthly
  • Events; planning, preparation, award organization and distribution, decoration, set up, customer wardrobe, showcase student dancing, creating a fun environment.
  • Provided one-on-one instruction to students by appointment
  • Assisted with coordination and administration of complete dance program
  • Planned and oversaw group, couples and individual dance performances

Education

High School Diploma - undefined

Plano East Sr High School
Plano, TX
2009

Skills

  • Office administration
  • Multi-Tasking Abilities
  • Organizational Skills
  • Adaptability
  • Problem Solving
  • People Oriented
  • Team Player
  • Class Leadership
  • Customer/Client relations
  • Scheduling

Certification

SCRA Certification: 2021

Associate Bronze Certification: 2013

Full Bronze Certification: 2015

Associate Silver Certification: 2017

Full Silver Certification: 2018

Timeline

Military Customer Support Servicing Specialist

GM Financial
09.2020 - Current

Receptionist

Enchanted Fairies Photography Studio
08.2019 - 03.2020

Dance Instructor

Arthur Murray Dance Studio
05.2012 - 07.2019

High School Diploma - undefined

Plano East Sr High School

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Kristen Little