KRISTIN ALFORD
Ringgold
Summary
Technical Support Representative with 8+ years of experience in resolving complex technical issues and enhancing user experiences. Proficient in technical support, ticketing systems, and performance testing, demonstrating strong problem resolution and systems analysis skills. Actively collaborates with cross-functional teams to share insights and improve knowledge bases, aiming to drive continuous improvement in service quality.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Kelly Connect
12.2021 - Current
- Resolve complex technical issues for Apple customers, analyzing root causes and implementing effective solutions to enhance user experience and product functionality
- Work seamlessly with cross-functional teams to address escalated issues, sharing insights and contributing to knowledge base improvements
- Develop and propose innovative troubleshooting methods, streamlining support processes and reducing average resolution time for common issues
- Provide empathetic, patient support to diverse users, effectively communicating technical concepts in user-friendly language to ensure understanding
- Meticulously documented customer interactions, ensuring accurate information for follow-ups
- Maintained comprehensive knowledge of company policies
- Actively participated in cross-functional projects to enhance customer experience
- Shared best practices, contributing to team's overall performance
- Managed high-volume customer inquiries, resolving issues efficiently
- Implemented new service protocol, reducing wait times and improving satisfaction scores
- Proposed and implemented creative solutions for recurring customer issues
- Developed a quick-reference guide, streamlining problem-solving processes
Customer Service Representative
Humana
09.2019 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to Medicare and Medicaid Part C and D customers requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
CVS
08.2016 - 08.2019
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
Education
Associate of Science -
Bossier Parish Community College
Bossier City, LA01.2018
Certified Phlebotomist -
Stick It Phlebotomy
01.2018
High School Diploma -
Ringgold High School
Ringgold, LA01.2015
Skills
- Systems Analysis
- Application Support
- Performance Testing
- Hardware Diagnostics
- Technical Support
- Software Installation
- Customer Service
- Ticketing Systems
- Problem Resolution
- Active Listening
Accomplishments
- Resolved complex technical issues for customers, analyzing root causes and implementing effective solutions to enhance user experience and product functionality.
- Worked seamlessly with cross-functional teams to address escalated issues, sharing insights and contributing to knowledge base improvements.
- Developed and proposed innovative troubleshooting methods, streamlining support processes and reducing average resolution time for common issues.
- Provided empathetic, patient support to diverse users, effectively communicating technical concepts in user-friendly language to ensure understanding.
- Meticulously documented customer interactions, ensuring accurate information for follow-ups. Maintained comprehensive knowledge of company policies.
- Actively participated in cross-functional projects to enhance customer experience. Shared best practices, contributing to team's overall performance.
- Managed high-volume customer inquiries, resolving issues efficiently. Implemented new service protocol, reducing wait times and improving satisfaction scores.
- Proposed and implemented creative solutions for recurring customer issues. Developed a quick-reference guide, streamlining problem-solving processes.
Personal Information
Title: Technical Support Representative
Timeline
Technical Support Representative
Kelly Connect
12.2021 - Current
Customer Service Representative
Humana
09.2019 - 11.2021
Customer Service Representative
CVS
08.2016 - 08.2019
Certified Phlebotomist -
Stick It Phlebotomy
High School Diploma -
Ringgold High School
Associate of Science -
Bossier Parish Community College
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