KRISTIN ELY
Rancho Cordova
Summary
Experienced with client relationship management, ensuring successful onboarding and continuous support. Utilizes effective communication and problem-solving skills to address client needs and foster loyalty. Track record of maintaining high client satisfaction and delivering customized solutions.
Overview
15
15
years of professional experience
Work History
Client Success Associate
Sterling
06.2018 - Current
- Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfaction
- Analyzed data to develop plans for customers, obtaining measurable outcomes
- Served as escalation point for issues that impacted client's productivity and satisfaction
- Collaborated with sales, operations and product teams to ensure customer requirements are met
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Recommended improvements in products, services or billing methods to prevent future problems
- Monitored and reported on key performance indicators to ensure efficient operations
- Updated client information, contract changes and product prices in company databases
- Generated and presented reports to senior management on account performance
- Identified up-sell, cross-sell, and renewal opportunities to improve customer satisfaction and increase profits
Administrative Assistance
HireSafe
11.2017 - 05.2018
- Maintained files and filing, keeping sensitive information confidential
- Assisted the executive management team in making informed decisions by providing timely and accurate administrative support
- Screened incoming telephone calls, routing to appropriate personnel
- Maintained office inventory by assisting with supply orders
- Searched for information in company databases or online to answer questions or resolve problems
- Used Microsoft Office Suite to create and revise documents and presentations
- Established professional and collaborative working relationships with company associates and external parties
Aviator Verification Specialist
Sterling
09.2013 - 11.2017
- Resolved customer issues quickly and effectively while maintaining a high degree of customer satisfaction
- Analyzed data to develop plans for customers, obtaining measurable outcomes
- Served as escalation point for issues that impacted client's productivity and satisfaction
- Collaborated with sales, operations and product teams to ensure customer requirements are met
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
Verification Specialist
Aerotek
03.2013 - 09.2013
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Responded to telephone inquiries and complaints following standard operating procedures
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Remained open to feedback from supervisor and peers to build and improve skills set
- Processed orders and detailed transaction information to customers
- Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
OTC Manager
Walmart
02.2012 - 12.2012
- Trained and supervised associates on customer service excellence and strong company culture
- Maintained calm demeanor and professionally managed issues in accordance with company standards
- Adhered to store merchandising standards in support of appropriate inventory levels and backroom organization
- Oversaw the development, implementation, and maintenance of policies and procedures within the department
- Maintained knowledge of product ranges and services to improve customer experience
- Handled escalated customer issues, driving customer satisfaction and repeat business
Remittance Processor
10.2010 - 01.2012
- Performed general office duties, such as filing, answering telephones, and handling routine correspondence
- Accessed computerized financial information to answer general questions and give details on specific accounts
- Debited, credited, and totaled accounts on computer spreadsheets and databases, using specialized accounting software
- Complied with federal, state and company policies, procedures, and regulations
- Operated computers programmed with accounting software to record, store, and analyzed information
Education
Bachelor of Science - Business
University of Phoenix
Tempe, AZ09-2017
Skills
- Client education
- Feedback collection
- CRM software proficiency
- Customer relationship building
- Training and mentoring
- Report analysis
Timeline
Client Success Associate
Sterling
06.2018 - Current
Administrative Assistance
HireSafe
11.2017 - 05.2018
Aviator Verification Specialist
Sterling
09.2013 - 11.2017
Verification Specialist
Aerotek
03.2013 - 09.2013
OTC Manager
Walmart
02.2012 - 12.2012
Remittance Processor
10.2010 - 01.2012
Bachelor of Science - Business
University of Phoenix
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