KRISTI LUMPKIN
Macon,Georgia
Summary
Customer service professional ready to bring 20 years of experience to your company. I possess a strong ability to interact with different customers in complex situations while treating them with respect and courtesy. I will use my years of experience to bring ownership, reliability, initiative and care to the forefront of the position.
Overview
21
21
years of professional experience
Work History
Customer Advocate
Safelite Auto Glass Macon, Georgia
10.2021 - Current
- Warmly greeted incoming customers while applying a Customer Driven approach, including, but not limited to, appointment check-ins and checkouts, answering questions for and scheduling walk-in customers and reviewing windshield chips
- Professionally answered phone calls from customers, technicians, contact center, Store Managers, Regional Service Representatives and more. Assessed the need of the call and routes the call to the appropriate person.
- Scheduled customer appointments, assists technicians with parts needed for jobs, verifies insurance coverage information, updated scheduled appointments and answered questions
- Corresponded with dealerships and answered questions regarding existing appointments
- Collaborate with associates in the district and corporate center.
- Completed daily work order management such as customer follow-up and insurance verification
- Invoiced work orders accurately and efficiently
- Assigned in shop jobs to the appropriate technicians
- Ordered non-glass dealer parts for warranties
- Opened and close the stores, cleaned and organized the waiting area, prepared coffee, closed financial activity and bank deposits
- Rescheduled missed appointments
- Resolved work order errors by working through the invoice correction list
- Received parts
- Printed and finalized the stores returns
- managed the store from October 2021 to October 2022 when there was no manager there.
Glass and Accident Tow Representative
GEICO Corporate Office
11.2020 - 09.2021
- Maintained updated and detailed records of calls in an electronic database
- Handled all customer service needs, including tows, jump starts, and complaints
- Scheduled and dispatched over 50 daily roadside assistance calls based on location
- Provided excellent service and attention when dealing with customers over the phone
- Recognized by management for taking a high volume of calls
Performance Monitoring Analyst
GEICO Corporate Office
03.2003 - 11.2020
- Audited over 40 calls per day across the company with the department guidelines
- Collaborated with supervisors to advise on and implement department changes
- Worked independently while maintaining a high level of productivity and quality
- Trained new hires during their first two weeks of calls
- Selected by management for a prestigious out-of-state training opportunity
Glass Claims Representative
GEICO Corporate Office
10.2002 - 03.2003
- Handled all glass repair and replacement calls
- Verified coverage
- Scheduled glass repair and replacement appointments with Safelite
- Handled a large volume of calls
Education
Associate of Arts - Work History
Gordon State College
Barnesville, GA05.1999
Skills
- Communication
- Actively listening
- Empathy
- Warmth
- Problem-solving
- Dedication
- Time management
- Stress management
- Product knowledge
- Customer relationship management
Timeline
Customer Advocate
Safelite Auto Glass Macon, Georgia
10.2021 - Current
Glass and Accident Tow Representative
GEICO Corporate Office
11.2020 - 09.2021
Performance Monitoring Analyst
GEICO Corporate Office
03.2003 - 11.2020
Glass Claims Representative
GEICO Corporate Office
10.2002 - 03.2003
Associate of Arts - Work History
Gordon State College
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