Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristina Faltin

Olympia

Summary

Dynamic Customer Care Manager with a proven track record at Azure Standard, excelling in team management and escalation resolution. Skilled in CRM software and fostering positive customer relations, I implemented quality assurance measures that significantly enhanced service delivery and satisfaction. Committed to continuous improvement and mentoring team members for success.

Overview

15
15
years of professional experience

Work History

Customer Care Manager

Azure Standard
11.2024 - Current
  • Assisted in resolving customer inquiries through effective communication and problem-solving techniques.
  • Supported implementation of customer feedback processes to enhance service quality and satisfaction.
  • Collaborated with team members to streamline customer care workflows, improving response times.
  • Learned company policies and procedures to provide accurate information to customers efficiently.
  • Maintained detailed records of customer interactions for future reference and continuous improvement.
  • Adapted quickly to new software tools for tracking customer issues and resolutions effectively.
  • Provided training support for new team members on best practices in customer service delivery.
  • Implemented effective quality control measures to minimize errors and ensure high standards of service.
  • Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
  • Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Customer Care Supervisor

Azure Standard
03.2024 - 10.2024
  • Supervised daily operations, ensuring adherence to customer service standards and protocols.
  • Resolved customer inquiries and escalated issues, enhancing overall satisfaction levels.
  • Monitored team performance metrics, providing feedback to improve service delivery and efficiency.
  • Maintained up-to-date knowledge of products and services to provide accurate information to customers.
  • Implemented quality assurance measures to ensure adherence to company standards and policies.
  • Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
  • Increased first-call resolution rate through effective coaching and mentoring of team members.

Customer Care Team Lead

Azure Standard
06.2023 - 03.2024
  • Led customer care team to enhance service quality and resolve complex inquiries.
  • Implemented feedback mechanisms for continuous improvement in customer interactions.
  • Developed training materials to standardize responses and improve efficiency.
  • Monitored team performance metrics to ensure adherence to service standards.
  • Resolved escalated customer issues, ensuring timely and effective solutions.
  • Collaborated with management to develop strategies for improving overall customer experience.
  • Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
  • Recognized outstanding achievements among team members through structured reward programs.
  • Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.

Customer Care Representative

Azure Standard
03.2022 - 06.2023
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Utilized CRM software to log interactions and track customer issues for timely resolution.
  • Processed orders and returns efficiently, ensuring accurate documentation and timely follow-up.
  • Adapted to changing priorities while maintaining high levels of service quality and responsiveness.
  • Maintained knowledge of products and services to better serve customers with relevant solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Expeditor

Red Robin
08.2011 - 01.2014
  • Managed inventory levels, reducing waste through effective stock rotation practices.
  • Collaborated with kitchen staff to prioritize orders and streamline food preparation processes.
  • Trained new team members on operational procedures and safety protocols.
  • Monitored quality control standards during peak hours, ensuring compliance with health regulations.
  • Managed high volumes of orders while maintaining accuracy through attention to detail and effective time management skills.
  • Maintained open lines of communication between internal departments to facilitate smooth handoffs throughout each stage of the order lifecycle.
  • Enhanced communication between departments to ensure seamless order management and fulfillment.
  • Trained new expeditors and food runners according to company policies and standards.

Line Cook

Red Robin
04.2010 - 08.2012
  • Prepared high-quality dishes according to standardized recipes and presentation guidelines.
  • Coordinated with kitchen staff to ensure timely service during peak hours.
  • Maintained cleanliness and organization of workstations to comply with health regulations.
  • Trained new line cooks on food preparation techniques and safety protocols.
  • Prepared food items such as meats, poultry, and fish for frying purposes.
  • Plated and presented all dishes to match established restaurant standards.
  • Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
  • Upheld strict sanitation standards while preparing meals, maintaining a clean workspace free of cross-contamination risks.
  • Checked food temperature regularly to verify proper cooking and safety.
  • Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Boosted employee morale through positive attitude, willingness to assist others when needed.

Education

No Degree - Medical Assisting

South Puget Sound Community College
Olympia, WA

Skills

  • Customer relations
  • Training and mentoring
  • Team management
  • Delegation and supervision
  • CRM software expertise
  • Proficient in Google Suite
  • Escalation management
  • Strong leadership
  • Positive attitude
  • Customer service
  • Time management

Timeline

Customer Care Manager

Azure Standard
11.2024 - Current

Customer Care Supervisor

Azure Standard
03.2024 - 10.2024

Customer Care Team Lead

Azure Standard
06.2023 - 03.2024

Customer Care Representative

Azure Standard
03.2022 - 06.2023

Expeditor

Red Robin
08.2011 - 01.2014

Line Cook

Red Robin
04.2010 - 08.2012

No Degree - Medical Assisting

South Puget Sound Community College

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