Kristin Franklin
Converse,TX
Summary
Accomplished Customer Service Representative with expertise in Salesforce CRM and a proven track record at Sitel Operating Corp. Skilled in conflict resolution and client relations, I excel in building rapport and enhancing customer satisfaction. Successfully reduced repeat inquiries by 30% through customer education and self-service tools. Reliable and adaptable team player.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Sitel Operating Corp.
02.2023 - 08.2025
- Processed billing inquiries, payments, and account updates to ensure customer satisfaction.
- Provided customer support via phone and email, resolving issues promptly.
- Documented customer interactions and resolutions in CRM systems (Salesforce) to maintain accurate records.
Customer Care Representative
Ibex Global
02.2022 - 08.2022
- Handled emergency calls, resolving urgent issues with sound judgement and professionalism to ensure customer satisfaction.
- Supported customers with account management, billing inquiries, payments, and technical support, enhancing overall service experience.
- Educated customers on self-service tools, leading to a decrease in repeat inquiries and promoting customer independence.
Customer Support Specialist
Hub Group
05.2021 - 01.2022
- Handled large volumes of inbound/outbound calls, live chats, and account inquires.
- Managed customer accounts, including scheduling deliveries, pickups, and tracking shipments.
- Built and maintained strong relationships with carriers and clients.
Education
GED -
JUDSON ISD
San Antonio, TX05.2001
Skills
- Billing and account management
- Salesforce CRM expertise
- Technical support and troubleshooting
- Customer relationship management
- Documentation proficiency
- Team collaboration
- Customer education
- Punctuality and reliability
- Credit card processing
- Call center procedures
- Rapport building
- Conflict resolution skills
- Knowledge base management
- Client relations expertise
- Communication skills
- Active listening abilities
- Cross-functional teamwork
- Problem solving and adaptability
Timeline
Customer Service Representative
Sitel Operating Corp.
02.2023 - 08.2025
Customer Care Representative
Ibex Global
02.2022 - 08.2022
Customer Support Specialist
Hub Group
05.2021 - 01.2022
GED -
JUDSON ISD