Kristin Faulkenberry
Clayton,NC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
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 in a work from home setting.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Pepsi Bottling Ventures
08.2019 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times, up to 150 outbound or 80 inbound calls a day.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Certified Pharmacy Technician
CVS Pharmacy
05.2015 - 07.2019
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Reviewed and verified customer information and insurance provider information.
- Provided excellent customer service to every customer who I spoke with; in person or on the telephone.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Communicated directly with doctors offices via telephone, fax and email.
- Maintained drug inventory levels by ordering necessary medications and supplies.
Education
Healthcare Management
Southern New Hampshire University
Manchester, New HampshireHigh School Diploma -
Revere High School
Revere, Massachusetts06.2003
Skills
- Data Entry
- Data Collection
- Scheduling
- Consultative Sales
- Call Management
- Appointment Scheduling
- Account Updating
- Product Knowledge
- Complaint Resolution
- Paperwork Processing
- Product and Service Solutions
- Account Management
- Order Processing
- Microsoft Excel
- Call Center Operations
- Documentation
- Critical Thinking
- Filing
- Stock Management
- Reading Comprehension
- Sales Expertise
- Administrative Support
- Microsoft Outlook
- Customer Service
- Order Fulfillment
- Medical Terminology Knowledge
- Microsoft Office Suite
- Active Listening
- Delivery Scheduling
- CRM System Proficiency
Communication Skills
Always willing to work as a team to get the job done! Can also work independently, and work diligently to solve problems.
Timeline
Customer Service Representative
Pepsi Bottling Ventures
08.2019 - 09.2023
Certified Pharmacy Technician
CVS Pharmacy
05.2015 - 07.2019
Healthcare Management
Southern New Hampshire University
High School Diploma -
Revere High School
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