Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristiana Madrid-Parks

Bernalillo,NM

Summary

Customer-focused restaurant associate with several years of experience in food service environments. Efficient and thorough in fast-paced settings and committed to quality. Excellent teamwork skills.

Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Member Experience Specialist

US Eagle FCU
Albuquerque, New Mexico
01.2025 - Current
  • Answered customer inquiries regarding bank products and services.
  • Explained account information to customers in detail as needed.
  • Assisted customers in opening new accounts and completing required paperwork.
  • Maintained accurate records of all transactions for compliance purposes.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Identified fraudulent activity or suspicious behavior immediately reported it to management.
  • Continuously updated knowledge about banking products, services, policies and regulations.
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Followed up on requests from customers in a timely manner.
  • Identified opportunities to refer customers to other areas of the bank for additional services.
  • Reported any operational issues or system problems that occurred during shift promptly.
  • Maintained confidentiality of all customer records and information according to company policies.
  • Verified customers' identification to ensure compliance with laws and regulations.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Delivered exceptional service to customers in person or over telephone.
  • Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.

Call Center Supervisor

Systems Integration Inc.
Albuquerque, NM
06.2022 - 11.2023
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.
  • Resolved escalated customer complaints in a timely manner.
  • Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
  • Assigned tasks to agents based on their skillset and availability.
  • Ensured that agents complied with applicable laws regarding privacy protection.
  • Created incentives for employees who achieved high performance standards.
  • Performed root cause analysis to identify opportunities for improvement in operations.
  • Participated in hiring interviews and selection process for new team members.
  • Identified areas where additional training was needed among existing staff members.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered constructive call process feedback.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Planned staff and training meetings and scheduled conference rooms.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Developed incentive programs to motivate staff and increase team performance.
  • Led team meetings to update on goals, share best practices, and discuss improvements.
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
  • Implemented changes to workflows and scripts based on customer feedback and analysis.
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Monitored call recordings to identify areas for improvement and compliance with protocols.
  • Delegated work to staff, setting priorities and goals.
  • Used video conferencing solutions to communicate and train personnel in remote offices.

Customer Service Phone Representative

Systems Integrations Inc.
Albuquerque, NM
10.2021 - 06.2022
  • Provided customers with product and service information, answered inquiries and resolved customer complaints in a timely manner.
  • Followed up on customer inquiries not immediately resolved.
  • Utilized computer technology to handle high call volumes.
  • Greeted customers warmly and ascertain problem or reason for calling.
  • Maintained records of customer interactions and transactions recording details of inquiries, comments and complaints.
  • Explained policies clearly to customers when necessary.
  • Escalated complex problems to higher level personnel as needed.
  • Participated in team meetings discussing best practices for handling difficult calls.
  • Ensured adherence to all company regulations relating to customer service operations.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Offered resolutions to de-escalate calls and solve customer issues.

Telephone Interviewer

NORC at the University of Chicago
Albuquerque, NM
02.2019 - 12.2019
  • Conducted in-depth telephone interviews with potential survey participants, ensuring that all questions were answered accurately and completely.
  • Maintained a professional attitude while conducting surveys in accordance with company policies and procedures.
  • Provided clear instructions to survey participants on how to complete the survey accurately and efficiently.
  • Recorded data from completed surveys into an electronic database for further analysis.
  • Assessed customer needs through probing questions and active listening skills.
  • Worked collaboratively with other members of the research team in order to ensure successful completion of projects.
  • Made outbound phone calls to collect information from participants.
  • Achieved customer satisfactions ratings.
  • Used computers or specified forms to compile, record and code results or data from interview or survey.
  • Met with supervisor daily to submit completed assignments and discuss progress.
  • Reviewed data obtained from interview for completeness and accuracy.

Restaurant Worker

Panera Bread
Albuquerque, NM
08.2017 - 02.2019
  • Greeted customers and provided friendly customer service.
  • Assisted in taking orders, preparing food, and delivering food to tables in a timely manner.
  • Demonstrated knowledge of menu items by accurately answering questions from customers.
  • Maintained stock levels of kitchen supplies and ingredients needed for daily operations.
  • Checked with customers to ensure that they are enjoying their meals and took action to correct any problems or concerns.
  • Maintained clean, safe working area in compliance with company policies.
  • Helped other staff members complete job tasks during peak times to keep kitchen running efficiently.
  • Portioned food onto plates, added garnishes and sauces and handed off to wait staff for serving.
  • Checked temperature of freezers and refrigerators to maintain proper storage of cold items.
  • Trained new team members on proper meat and vegetable preparation techniques.

Cashier

Bobs Burgers
Albuquerque, NM
10.2015 - 07.2017
  • Greeted customers and answered any questions they had about the store's products and services.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Provided excellent customer service by addressing customer inquiries promptly and efficiently.
  • Ensured compliance with health codes regulations while serving food items to customers.
  • Assisted other employees in completing tasks when needed or requested by supervisor.
  • Operated kitchen appliances such as blenders, mixers, fryers, ovens, according to safety guidelines.

Education

GED -

Central New Mexico Community College
Albuquerque, NM
07-2019

Associate of Arts - Liberal Arts And Sciences

Central New Mexico Community College
Albuquerque, NM

Skills

  • Food safety knowledge
  • POS System Operation
  • Beverage knowledge
  • Reservation Management
  • Financial Transactions
  • Problem-solving capabilities
  • Staff Management
  • Data Analytics
  • Staff Development
  • Training and mentoring
  • Call Control
  • Customer Service
  • Complaint resolution
  • Inbound phone calls
  • Call Center Operations
  • Interpersonal Skills

Timeline

Member Experience Specialist

US Eagle FCU
01.2025 - Current

Call Center Supervisor

Systems Integration Inc.
06.2022 - 11.2023

Customer Service Phone Representative

Systems Integrations Inc.
10.2021 - 06.2022

Telephone Interviewer

NORC at the University of Chicago
02.2019 - 12.2019

Restaurant Worker

Panera Bread
08.2017 - 02.2019

Cashier

Bobs Burgers
10.2015 - 07.2017

GED -

Central New Mexico Community College

Associate of Arts - Liberal Arts And Sciences

Central New Mexico Community College

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