Kristie Hines
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Team Lead
SMS Assist
10.2021 - Current
- I started SMS as a contract employee and was brought on full-time 3 months in. I went to the escalations team one month later and 3 months after that became a team lead.
- Coached new team members on service techniques and provided tips and tricks to being more efficient.
- Evaluated customer service staff performance and provided constructive feedback.
- I run a team of about 10-20 people. Providing coaching and development.
- I work have worked special projects throughout my career at SMS. including but not limited to; pending schedule reports, deferred reports, RFI reports, etc.
General Manager
Papa John's Pizza
10.2019 - 10.2021
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Assistant Manager
Dominos Pizza Inc.
01.2018 - 09.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Mentored team members to enhance professional development and accountability in workplace.
Collections Representative
GM Financial
11.2016 - 12.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Assistant Manager
Zeeks Pizza
11.2014 - 11.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
High School Diploma -
Desert Hills High School
Gilbert, AZ05.2009
Skills
- Team Contribution
- Performance Evaluations
- Customer Service Excellence
- Corrective Actions
- Collaborative Environments
- Inventory Control Processes
- Cash Handling
- Coaching and Mentoring
Timeline
Customer Service Team Lead
SMS Assist
10.2021 - Current
General Manager
Papa John's Pizza
10.2019 - 10.2021
Assistant Manager
Dominos Pizza Inc.
01.2018 - 09.2019
Collections Representative
GM Financial
11.2016 - 12.2017
Assistant Manager
Zeeks Pizza
11.2014 - 11.2016
High School Diploma -
Desert Hills High School
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