Kristie (Kris) Gibson
Customer Account Analyst
Raleigh,NC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong facilitator adept at working cross-departmentally with management and top-level leadership. Excellent trainer and mentor.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Customer Account Analyst
PlanSource
11.2022 - Current
- Support Account Manager with incoming inquiries from existing clients.
- Interact professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
- Partner with Account Manager to support preparation of client materials to educate, train and inform on benefits, services and self-administration tools.
- Develop and maintain successful business partnerships to address and proactively manage service issues.
- Manage client's configuration and provide and test updates as needed.
- Keep client status logs up to date and track any API or EDI errors.
Technical Team Lead
CustomerHD
01.2022 - 11.2022
- Assisted with new hire processing and existing training programs.
- Directed and supervised team of 5-10 agents.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
QA Lead
CustomerHD
10.2019 - 12.2021
- Assisted in creating Customer Service QA process with client.
- Trained onboarding agents in QA standards and live support.
- Meet weekly with Client Product Managers to present trending product issues.
- Work with Client to create and maintain content such as SOPs and Knowledge Articles.
- Deliver technical support to Client’s Beta Testers on Center code.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
Technical Support Specialist
CustomerHD
03.2019 - 10.2019
- Resolved diverse range of technical issues across multiple systems and applications for customers.
Education
College - Business Analytics
Wake Technical Community College
Raleigh, NC 01.2022 - Current
High school diploma -
United Christian Academy
Ruckersville, VA 08.2005 - 05.2009
Skills
Technical support
Daily workflow improvement
Staff education and training
Customer service expert
Technical issues analysis
SaaS support
SQL
Data analysis
Documentation and Reporting
Certification
SQL, Codecademy - June 2022
Timeline
Customer Account Analyst
PlanSource
11.2022 - Current
Technical Team Lead
CustomerHD
01.2022 - 11.2022
College - Business Analytics
Wake Technical Community College
01.2022 - Current
QA Lead
CustomerHD
10.2019 - 12.2021
Technical Support Specialist
CustomerHD
03.2019 - 10.2019
High school diploma -
United Christian Academy
08.2005 - 05.2009
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