Kristie Draper
Fairview,MI
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at TTEC. Leveraged problem-solving abilities and computer proficiency to exceed performance metrics, consistently recognized as a top performer. Skilled in active listening and critical thinking, adept at resolving complex customer issues, resulting in repeat business and minimal wait times.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
TTEC
Englewood, CO
09.2020 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
SYKES - US Center
Englewood, CO
01.2019 - 04.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Education
Diploma -
Waterford Mott High School
Waterford, MI06.1986
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Complaint Handling
- Computer Proficiency
- Professional telephone demeanor
- Product Knowledge
- Documentation
- De-Escalation Techniques
- Customer Education
- Multi-line phone talent
- Account updating
Timeline
Customer Service Representative
TTEC
09.2020 - 05.2024
Customer Service Representative
SYKES - US Center
01.2019 - 04.2021
Diploma -
Waterford Mott High School