Kristin Tedrow
Adelphi,OH
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Sr Customer Care Representative
Terminix
03.2024 - 05.2024
- Enhanced customer satisfaction by addressing and resolving complex inquiries, complaints, and issues.
- Data entry
- Collaborated effectively with cross-functional teams to provide seamless support for customers.
- Established rapport with clients, ensuring a positive experience in every interaction.
- Developed creative solutions tailored to individual customer needs while adhering to company guidelines.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
Quality and Research Analyst
Fiserv
09.2018 - 06.2023
- Identified fraudulent transactions by reviewing information across multiple systems and outside sources
- Data Entry
- Recommended actions based on institutional policies to resolve fraudulent activities and prevent recurrence
- Met service level agreement standards by executing service requests, transactions and queries
- Recorded, stored and analyzed information using accounting software
- Calculated financial amounts for different transactions and investments
- Balanced and reconciled discrepancies in financial records
- Converted financial records into different formats for digital and physical storage.
- Analyzed quality and performance data to support operational decision-making.
Dispute by Phone Specialist II
Chase
11.2016 - 09.2018
- Took ownership over customer concerns, following issues through to resolution
- Delivered accurate organizational information about services and procedures and complied with policies and regulations asserted by Visa and MasterCard
- Handled caller needs for service and account problems.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Exceeded expectations in delivering personalized solutions tailored to each client''s unique needs.
- Enhanced customer satisfaction by addressing and resolving phone inquiries in a timely manner.
- Supported company objectives by consistently meeting or exceeding performance targets.
- Prioritized time management to handle high volume call periods without compromising service levels.
- Provided exceptional service, resulting in an increase in positive customer feedback.
- Maintained accurate records of customer interactions within the CRM system, ensuring seamless follow-ups when required.
- Assisted in training new hires, ensuring they had the necessary skills and knowledge to excel in their roles.
- Collaborated with cross-functional teams to resolve customer concerns, improving overall service quality.
- Continuously improved product knowledge, staying up-to-date on new offerings and features for better assistance delivery.
- Handled escalated calls calmly and professionally, resulting in satisfactory resolutions for both parties involved.
- Maintained high levels of professionalism while managing challenging customer situations.
Customer Service Representative
PCCW Teleservice
08.2013 - 11.2016
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Investigated and resolved customer concerns related to account information
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service
McDonalds
05.2011 - 08.2013
- Built and maintained relationships to promote rapport with customers
- Handled money as customers paid for orders
- Maintained customer satisfaction with professional management of complex escalated customer concerns
- Learned and developed new skills within the workplace.
- Displayed positive attitude while assisting multiple guests to provide excellent customer service, boosting customer service ratings.
- Led cashiers and associates in providing thoughtful customer service.
- Provided excellent customer service, addressing parent concerns promptly and professionally.
- Provided excellent customer service while meeting challenging time goals.
- Enhanced company reputation through excellent customer service and professional demeanor.
- Delivered exceptional customer service by addressing inquiries promptly and professionally.
- Interacted with customers and employees to resolve customer service concerns.
- Provided excellent customer service, resulting in increased repeat business.
- Provided exceptional customer service, addressing visitor inquiries promptly and professionally.
Education
High School Diploma -
Grove City Highschool
05.2008
Skills
- Research infrastructure management
- Accounting systems assessment
- Data collection
- Satisfaction measurement
- Positive attitude
- Social perceptiveness
- Banking
- Exceptional communication
- Call center experience
- Complaint Handling
- Email Etiquette
- Customer Service
- Inbound Customer Service
- Problem Resolution
- First Call resolution
- Data Entry
- Customer Relationship Management
- Appointment Scheduling
- Documentation And Reporting
- Payment Processing
- Billing coordination
- Conflict Mediation
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Relationship Building
- Microsoft Office
- Product Knowledge
- Work Prioritization
- Product and service knowledge
- Issue and Complaint Resolution
- De-Escalation Techniques
- Professional telephone demeanor
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Sales and Upselling
- Product Sales
- Call Center Operations
- Data Management
- Customer Account Management
- Cross-Functional Collaboration
- Data Evaluation
- Data Entry
- Transaction monitoring
- Investigation techniques
- Dispute Resolution
- Research abilities
- Fraud prevention
- Telephone and email etiquette
- Effective Communication
- Verbal and written communication
- Transaction review
- Regulatory knowledge
- Procedure review
- Case Management
- Fraud Detection
- Time Management
- Attention to Detail
- Critical Thinking
- Bill Payment and Recordkeeping
- Proactive and Self-Motivated
- Bank Statement Reconciliation
- Financial records and reporting
- Financial Recordkeeping
- PeopleSoft expert
- Exceptional customer service
- Customer Service-Oriented
Timeline
Sr Customer Care Representative
Terminix
03.2024 - 05.2024
Quality and Research Analyst
Fiserv
09.2018 - 06.2023
Dispute by Phone Specialist II
Chase
11.2016 - 09.2018
Customer Service Representative
PCCW Teleservice
08.2013 - 11.2016
Customer Service
McDonalds
05.2011 - 08.2013
High School Diploma -
Grove City Highschool
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