Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
Work Preference
Generic

Kristie Mays

Columbus,GA

Summary

Results-driven Resolution Coordinator recognized for high productivity and efficient task completion. Skilled in conflict resolution, customer service strategies, and effective communication. Excel in problem-solving, adaptability, and teamwork to achieve positive outcomes in challenging situations.

Overview

11
11
years of professional experience

Work History

Senior Resolution Coordinator

Walmart
Bentonville, AR
07.2023 - 07.2024
  • Drafted written responses to customer inquiries in a timely manner while following established guidelines.
  • Identified any potential risks associated with resolving customer issues before making final decisions.
  • Reviewed existing processes for resolving customer issues and proposed changes where necessary.
  • Provided insights into the effectiveness of current processes used for addressing complaints from customers.

Customer Service Advocate

tegria
03.2022 - 05.2023
  • Answered inbound calls to greet and assist customers with various needs and questions
  • Handled escalated callers to reach positive outcomes
  • Shared insights with management regarding member inquiries, concerns and complaints
  • Addressed customer concerns and complaints and resolved issues promptly
  • Documented detailed notes in CRM system to track customer interactions
  • De-escalated customer complaints using specialized communication techniques
  • Returned customer calls and responded to inquiries and complaints

IQOR
01.2021 - 03.2022
  • Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis
  • Documented conversations with customers to track requests, problems, and solutions
  • Maintained strong call control and quickly worked through scripts to address problems
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Assisted customers in making payments on accounts and setting up payment plans

Customer Service Representative

Anthem
Midland, GA
10.2019 - 05.2020
  • Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
  • Managed inbound and outbound calls to respond to inquiries and resolve concerns
  • Answered calls or emails from customers and assisted with special requests or resolving complaints

Assistant Manager

lucky food mart
Columbus, GA
01.2014 - 05.2019
  • Supervised hourly and temporary personnel, providing work direction, and reviewing work processes
  • Collaborated with store manager to direct and delegate work assignments and verify execution of plans and strategies across store
  • Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered
  • Coordinated work handoffs and schedules with other Shift Managers
  • Developed and maintained effective working relationships with team members, management, and customers to boost company productivity and morale
  • Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management

Education

Associate of Applied Science - medical

Miller Motte technical college
Columbus, GA

Skills

  • Call center procedures
  • Client communication
  • Call escalation
  • Customer service
  • Complaint documentation
  • Conflict resolution
  • Data entry
  • Account updating
  • Problem-solving abilities
  • Active Listening
  • Multitasking
  • Reliability
  • Organizational Skills
  • Time Management
  • Attention to Detail
  • Effective Communication

Timeline

Senior Resolution Coordinator

Walmart
07.2023 - 07.2024

Customer Service Advocate

tegria
03.2022 - 05.2023

IQOR
01.2021 - 03.2022

Customer Service Representative

Anthem
10.2019 - 05.2020

Assistant Manager

lucky food mart
01.2014 - 05.2019

Associate of Applied Science - medical

Miller Motte technical college

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Healthcare benefitsWork from home optionPaid time offPaid sick leaveWork-life balance

Similar Profiles

CREATE PROFILE
Kristie Mays