Kristina Amos
New Orleans,LA
Overview
10
10
years of professional experience
Summary
Dynamic customer service professional with a strong background in call center operations. Expertise in active listening and complaint resolution, contributing to enhanced customer satisfaction and retention rates. Ready to leverage skills to drive service excellence.
Proven ability in customer service excellence, adept at problem resolution and relationship building. Recognized for managing high-stress situations while maintaining professionalism and training new team members on effective protocols.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Work History
Customer Service Representative
Keefe's
Harvey, LA
11.2025 - Current
- Responded to customer inquiries, providing accurate information and resolving issues efficiently.
- Processed orders and returns, ensuring compliance with company policies and procedures.
- Utilized CRM software to track customer interactions and improve service delivery.
- Assisted in training new team members on customer service protocols and best practices.
- Managed high-volume calls while maintaining professionalism and attention to detail.
- Identified process inefficiencies and recommended improvements for streamlined operations.
- Developed product knowledge through ongoing training sessions, improving response accuracy.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Identified and resolved discrepancies and errors in customer accounts.
Cashier
Chicken Salad Chick
Hattiesburg, MS
10.2023 - 02.2025
- Processed customer transactions accurately and efficiently using point-of-sale system.
- Provided exceptional customer service, addressing inquiries and ensuring satisfaction.
- Maintained cleanliness and organization of work area, adhering to health and safety standards.
- Assisted in training new staff on cash handling procedures and store policies.
- Handled cash management tasks, including balancing registers at shift end.
- Monitored inventory levels and restocked supplies as needed to support sales activities.
- Greeted customers entering store and responded promptly to customer needs.
Customer Service Representative
MidAmerica Basement Systems
Davenport, IA
12.2018 - 07.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new staff on customer service protocols, improving team performance and cohesion.
- Streamlined communication processes between departments to improve response times and accuracy.
- Managed order processing and fulfillment using CRM software to ensure timely delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed feedback data to identify trends and recommend service enhancements.
- Mentored junior representatives, fostering a collaborative team environment focused on excellence.
Customer Service Representative/Supervisor/Team Leader
Group O Supply Chain Solutions
Moline, IL
08.2016 - 02.2019
- Supervised daily operations of customer service team, ensuring high-quality support delivery.
- Trained and mentored new representatives on company policies and customer interaction best practices.
- Implemented process improvements to enhance response times and customer satisfaction ratings.
- Developed training materials and conducted workshops to improve team performance and efficiency.
- Coordinated cross-departmental communication to resolve complex customer issues effectively.
- Monitored team performance metrics, providing regular feedback to optimize individual contributions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Implemented new policies and procedures to improve overall customer service quality.
- Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
- Enhanced team performance by implementing incentive programs that motivated employees toward achieving goals.
- Balanced competing demands from customers while ensuring staff workload was manageable thereby reducing burnout.
Education
Medical Billing And Coding Associate -
Ultimate Medical Academy
Clearwater, FL05-2026
High School Diploma -
Rock Island High School
Rock Island, IL06-2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Appointment scheduling
- Customer relationship management (CRM)
- Live chat support
- Service upselling
- Microsoft PowerPoint
Timeline
Customer Service Representative
Keefe's
11.2025 - Current
Cashier
Chicken Salad Chick
10.2023 - 02.2025
Customer Service Representative
MidAmerica Basement Systems
12.2018 - 07.2023
Customer Service Representative/Supervisor/Team Leader
Group O Supply Chain Solutions
08.2016 - 02.2019
Medical Billing And Coding Associate -
Ultimate Medical Academy
High School Diploma -
Rock Island High School