Kristin Hafoka
Midvale,UT
Summary
Results-oriented Customer Service Professional with extensive experience in managing customer interactions and resolving issues to enhance satisfaction. Expertise in CRM software, strong communication, and problem-solving skills effectively address customer concerns, fostering loyalty. Proven adaptability to changing environments, committed to team collaboration and achieving performance goals.
Overview
18
18
years of professional experience
Work History
Customer Experience Specialist Reservations
Delta Airlines
08.2021 - 07.2025
- Completed inbound calls for Medallion level passengers on direct line.
- Assisted in current and future travel dates, processed payments and refunds for past travel, updated SkyMiles accounts, re-issue tickets for voluntary and involuntary changes to flights, verified policies on worldwide travel.
- Have completed additional training to be at a tier 2 supervisor level within the Medallion department giving me additional access and permissions on accounts.
- Helped organize quarterly blood drives and employee extra activities for fundraising.
- Administrative tasks as needed.
Customer Experience Specialist
National Debt Relief
07.2023 - 06.2025
- Achieved high client satisfaction through effective inbound and outbound account management.
- Resolved payment issues and educated clients on the debt settlement process.
- Completed specialized training on legal accounts, enhancing call handling skills.
- Consistently achieved monthly bonus metrics and top Net Promoter Scores.
- Developed training presentation now utilized for onboarding new team members.
Customer Advocate Specialist I
University of Utah Health
01.2021 - 06.2021
- Facilitated patient appointments with multiple healthcare facilities in Salt Lake Valley.
- Ensured accuracy of insurance information for every scheduled appointment.
- Utilized flow charts to identify correct provider for patient scheduling.
- Communicated effectively with office staff through timely messaging.
- Conducted outbound calls to manage appointment scheduling and adjustments.
Member Services Specialist
HealthEquity
11.2019 - 12.2020
- Answer incoming calls about multiple types of accounts; HSA, FSA, Retiree and COBRA
- Advise enrollment in either HSA or COBRA accounts Walk member through self-service website
- Process and complete payments
- Process claims submitted for reimbursement
- Email forms as needed
Enrollment Representative
EMI Health
08.2018 - 06.2019
- Process enrollment for health and dental insurance products for both individual and companies
- Receive enrollment via fax, email, file feed and regular mail
- Answer inbound calls with questions on coverage
- Make outbound calls to verify coverage on claims Processed claims for reimbursement
Customer Service Lead
SportEar
01.2016 - 08.2016
- Enhanced service quality by leading a high-performing customer support team.
- Increased onboarding efficiency through development of comprehensive training programs.
- Streamlined interdepartmental communication for timely customer inquiry resolution.
- Managed escalation procedures to ensure swift resolution of urgent customer issues.
- Resolved customer service issues by following company policies and providing timely updates.
Sell High Value Representative
EBay Inc
03.2015 - 03.2016
- Enhanced client satisfaction by managing inquiries for timely responses.
- Drove revenue growth by developing strategic relationships with key accounts.
- Boosted customer satisfaction by effectively resolving complaints quickly.
- Restored customer confidence by professionally handling complaints to prevent business loss.
- Created a welcoming atmosphere by warmly greeting customers upon arrival.
Accounts Payable Invoicing Specialist
CR England
06.2012 - 12.2014
- Enhanced invoicing accuracy by processing invoices with ERP systems.
- Resolved billing discrepancies through effective collaboration with cross-functional teams.
- Reduced processing times by implementing strategic process improvements for invoicing.
- Trained junior staff on invoicing procedures, fostering team development and efficiency.
- Organized electronic filing system for critical billing documents, optimizing team workflow.
- Boosted customer satisfaction through timely, accurate invoicing and prompt inquiry responses.
Senior Customer Service Representative
Adp- Automated Data Processing
07.2007 - 11.2011
- Increased customer loyalty by resolving complex inquiries effectively.
- Enhanced team performance through training and mentoring junior representatives.
- Created product training materials, ensuring consistent knowledge across teams.
- Managed escalated cases, achieving timely resolutions and policy compliance.
- Built strong customer relationships, fostering long-term loyalty and repeat business.
Education
No Degree - Nursing
Joyce University
Draper, UTNo Degree - Business Administration
Stevens-Henager College
Murray, UTSkills
- CRM software Salesforce
- Scheduling software EPIC
- Microsoft Office Suite
- Health Benefits Management
- Invoicing
- Negotiations
- Healthcare Claims Processing
- QuickBooks
- Time management skills
- Account management
- Team player
- Call Center inbound and outbound
Timeline
Customer Experience Specialist
National Debt Relief
07.2023 - 06.2025
Customer Experience Specialist Reservations
Delta Airlines
08.2021 - 07.2025
Customer Advocate Specialist I
University of Utah Health
01.2021 - 06.2021
Member Services Specialist
HealthEquity
11.2019 - 12.2020
Enrollment Representative
EMI Health
08.2018 - 06.2019
Customer Service Lead
SportEar
01.2016 - 08.2016
Sell High Value Representative
EBay Inc
03.2015 - 03.2016
Accounts Payable Invoicing Specialist
CR England
06.2012 - 12.2014
Senior Customer Service Representative
Adp- Automated Data Processing
07.2007 - 11.2011
No Degree - Nursing
Joyce University
No Degree - Business Administration
Stevens-Henager College