Kristin Tottingham
Dunnellon,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in not only Customer Support but technical support as well. Hardworking, Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to the company's success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Customer Service Representative 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
12
12
years of professional experience
Work History
Secretary's Assistant
Sunshine Nursery Landscape
07.2018 - 08.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Managed filing system, entered data and completed other clerical tasks.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Kept reception area clean and neat to give visitors positive first impression
Technical Support Representative
Transcom Worldwide
01.2016 - 04.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to customer's technical support needs.
- Maintained record of updates and applied fixes for online assets.
- Monitored regulatory compliance with industry standards and legal guidelines.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored systems in operation and quickly troubleshot errors.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Used ticketing systems to manage and process support actions and requests
- Researched product and issue resolution tactics to address customer concerns
- Assisted with updating technical support best practices for use by team
- Diagnosed and troubleshot hardware, software and network issues
Retail Customer Service Representative
SYKES
10.2015 - 02.2016
- Fulfilled customers' special requests for merchandise and delivery times.
- Attended to customer complaints and processed product return or replacement requests.
- Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Assisted customers in making informed purchase choices and selecting products.
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
- Tracked sales and service activities and prepared daily reports for management review and analysis
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Attended to customer complaints and processed product return or replacement requests
Team Trainer
McDonald's
03.2014 - 04.2015
- Trained other employees in customer service, food safety, and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Taught new team members correct procedures for all areas of operations.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Maintained current knowledge of all team position requirements.
- Trained new employees in specific job requirements.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Designed and executed training programs for new and existing crew members to provide knowledge, skills and techniques in performing tasks.
- Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
- Evaluated value of training programs to determine achievement of desired outcomes, applying necessary modifications.
- Produced training materials and gathered resources to equip crew members with learning opportunities.
- Trained other employees in customer service, food safety, and performance requirements
- Set positive example for team members by providing high-quality, efficient service
- Taught new team members correct procedures for all areas of operations
- Greeted customers with smile and provided friendly service to professionally handle every need
Event Staff Supervisor
Amway Cente
10.2011 - 07.2013
- Maintained and distributed information for functions and events.
- Created, maintained and distributed event orders.
- Assisted event manager in achieving revenue goals set for events and catering.
- Drove excellent guest service for events and conducted evaluations after completion.
- Worked under pressure and met deadlines while maintaining composure in difficult situations.
- Coordinated schedules and timelines for events.
- Performed event coordination for larger parties and gatherings.
- Developed post-event reports to determine the effectiveness of each event.
- Created and maintained event expenditures, budgets, and timelines in job-related software.
- Trained and supervised event staff to complete tasks on time.
- Hired, trained, and supervised volunteers and support staff required for events
- Inspected event facilities to confirm conformance to customer requirements
- Managed event logistics and operations
- Trained and supervised event staff to complete tasks on time
Education
Bachelor of Arts - Information Technology
University Of Phoenix
Phoenix, AZ09.2027
Associate of Arts - Photography
Southeren New HAmpshire University
Manchester, NH03.2022
GED -
Reese High School
Reese, MI07.2010
Skills
- Good Listening Skills
- Customer Relations
- Report Preparation
- Customer Service and Assistance
- Issue Identification
- High-Volume Environments
- Security Administration
- Written and Oral Communications
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Maintaining Clean Work Areas
- Tech Support
- Outbound and Inbound Calls
- Issue Resolution
Timeline
Secretary's Assistant
Sunshine Nursery Landscape
07.2018 - 08.2023
Technical Support Representative
Transcom Worldwide
01.2016 - 04.2018
Retail Customer Service Representative
SYKES
10.2015 - 02.2016
Team Trainer
McDonald's
03.2014 - 04.2015
Event Staff Supervisor
Amway Cente
10.2011 - 07.2013
Bachelor of Arts - Information Technology
University Of Phoenix
Associate of Arts - Photography
Southeren New HAmpshire University
GED -
Reese High School
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