Summary
Work History
Education
Skills
Timeline
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Kristin Gamboa

Edmonton,Alberta

Summary

Reliable and adaptable professional with strong experience in customer service, call center operations, and client support. Proven ability to handle high call volumes, resolve customer concerns efficiently, and maintain a positive and professional demeanor. Eager to contribute to team success through hard work, attention to detail, and excellent communication skills.

Work History

Lead Call Center Agent

Orange Theory Fitness
Edmonton, AB, Canada
07 2021 - 06 2022
  • Handled large volumes of inbound and outbound customer calls daily.
  • Created and maintained spreadsheets for daily, weekly, and monthly reports using Microsoft Excel.
  • Delivered exceptional customer service and support, addressing inquiries and resolving concerns efficiently.
  • Developed expert knowledge of company products and services to provide accurate information to customers.
  • Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.

311 Service Representative

City of Edmonton
Edmonton, AB
06 2011 - 11 2012
  • Streamlined call handling processes for improved response times and increased productivity.
  • Recognized as a top performer within the team through consistent achievement of key performance indicators.
  • Utilized CRM software effectively to track, manage, and report on all customer interactions.
  • Provided exceptional customer service by promptly responding to inquiries and handling concerns with empathy.
  • Maintained up-to-date knowledge of city services, resources, and events to provide accurate information to callers.

Front End Cashier

Dairy Queen Grill & Chill
Edmonton, AB
07 2011 - 11 2011
  • Operated multiple types of payment terminals confidently, enabling diverse payment options for patrons.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Used POS system to enter orders, process payments and issue receipts.
  • Assisted management in monitoring inventory levels near the registers, alerting them to any potential shortages or discrepancies.
  • Developed rapport with customers through genuine interactions that fostered brand loyalty.

411 Operator/Deaf Liason

Telus Communications
Edmonton
11 2002 - 07 2006
  • Navigated multiple databases simultaneously with ease while speaking with callers on the phone, enabling quick retrieval of requested information without delay.
  • Contributed to team success by consistently meeting or exceeding performance targets for call handling time and quality scores.
  • Completed ongoing training programs to stay current on industry best practices and advancements in telecommunications technology.
  • Built trust with callers through active listening skills, empathy, and a genuine commitment to resolving their issues or concerns promptly.

Education

Career & Employment Preparation Program

Lives in transition
07.2021

Skills

  • Inbound & Outbound Calling
  • High-Volume Call Handling
  • Customer Relationship Management
  • Conflict Resolution
  • Microsoft Excel Reporting
  • TTY Communication Support
  • Team Collaboration
  • Attention to Detail

Timeline

Lead Call Center Agent

Orange Theory Fitness
07 2021 - 06 2022

311 Service Representative

City of Edmonton
06 2011 - 11 2012

Front End Cashier

Dairy Queen Grill & Chill
07 2011 - 11 2011

411 Operator/Deaf Liason

Telus Communications
11 2002 - 07 2006

Career & Employment Preparation Program

Lives in transition

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Kristin Gamboa