Kristina Crannell
Kettering,OH
Summary
Seeking to leverage my expertise in a dynamic team to contribute to exceptional customer experiences and drive customer loyalty. Detail-oriented customer service professional with over 20 years of experience in fast-paced customer service environments. Proven track record of resolving customer issues efficiently and enhancing customer satisfaction through effective communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Charter Communications/Spectrum
08.2015 - 08.2024
- Apportioned customer advocacy and support via telecommunication for inquiries and technical issues regarding company hardware, software, billing, and in-home support scheduling
- Offered verbal guidance for navigation of the company website, billing assistance, and product sales with a focus on customer loyalty
- Assisted 50+ customers daily while maintaining a 96% customer satisfaction rating, as well as First Call Resolution (FCR) and Call Handle Time (CHT) within company metrics
- Maintained confidentiality for clientele via data protection and data privacy while collecting personal information and accepting payments
- Employed situational de-escalation for customers by way of active listening and stress management while building an ambient context of warmth and empathy
- Trained newly hired employees through collaboration with the Mentor Program, prioritizing soft skills and customer relationship management
- Supported sales representatives and field support agents with data entry, streamlining company assets
- Developed a highly efficient workflow, employing effective time management through product knowledge, teamwork, efficient problem-solving habits, and resource management
- Provided an example of customer-centric, efficient self-governance and dedication to the customer, the company, and its standards
- Utilized company software including ICOMS, CSG, Scope, Kronos, and Avaya
- Employed third-party software including Word, Excel, and Outlook.
Education
High School Diploma -
06.1997
Skills
- Excellent verbal and written communication
- Time management and multitasking
- Strong problem-solving abilities
- Team building and leadership training
- New hire training and mentorship
- Active listening and de-escalation skills
- Innate stress management
- Over 20 years of data entry and Microsoft Office Suite experience, including Word, Excel, and Outlook
Training
- Avaya Specialist LMS (Learning Management System)
- ICOMS Specialist LMS (Learning Management System)
- Kronos Specialist LMS (Learning Management System)
- Scope Specialist LMS (Learning Management System)
- Microsoft Word LMS (Learning Management System)
- Microsoft Outlook LMS (Learning Management System)
- Microsoft Excel LMS (Learning Management System)
- AHT (Average Handle Time) LMS (Learning Management System)
- Soft Skills LMS (Learning Management System)
- Customer Relationship Management (CRM) LMS (Learning Management System)
- CPNI (Customer Proprietary Network Information) LMS (Learning Management System)
- De-escalation LMS (Learning Management System)
- Time Management LMS (Learning Management System)
- Cyber Security LMS (Learning Management System)
- Physical Security LMS (Learning Management System)
- Modems, Routers, IoT, and emerging company hardware LMS (Learning Management System)
Timeline
Customer Service Representative
Charter Communications/Spectrum
08.2015 - 08.2024
High School Diploma -
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