Kristina Hayes
Call Center/Chat/Customer Service Representative
Denver,CO
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service and call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Chat and Call Center Representative
Sage Hill Strategies
Sheridan, CO
03.2021 - 12.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion and access to services.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Assisted 60-80 customers by answering questions, responding to inquiries and handling telephone requests.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided ongoing guest service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Entered orders into CRM computer database system.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Recommended products to customers, thoroughly explaining details.
Corporate Care Representative
Viasat
Englewood, CO
11.2014 - 03.2017
- Responded to customer comments and questions via LiveChat during shifts.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Initiated termination of customer contract upon request.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered over 85 calls per shift to meet fast-paced call center demands.
- Described product highlights and benefits to help guide purchasing decisions.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
Technical Support Supervisor
Dish Network
Littleton, CO
10.2004 - 11.2014
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Integrated Salesforce CRM and other customer relationship management software into support operations.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and cable satellite.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Provided replacement files to customers missing data, media files, and software components.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Activated accounts for clients interested in new services.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Translated complex technical issues into digestible language for non-technical users.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with colleagues in both domestic and international support facilities.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Recommended products to customers, thoroughly explaining details.
Education
Career Diploma - Virtual Assistant
Penn & Foster
Online 01.2021 - Current
High School Diploma -
Eaglecrest High School
Centennial, CO 08.1994 - 05.1998
Skills
Documentation and reporting
Customer support
Problem-solving skills
Logging call information
70 WPM
Inbound phone calls
Verbal and written communication
Quality assurance
Proficient in Microsoft Office
Proficient in Google Docs
Client communication
Calm disposition
Account management
Complaint resolution
Technical Support
Answering questions
Call center operations
Brand representation
Customer Relationship Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Never let yesterday use up too much of today.
Will Rogers
Timeline
Chat and Call Center Representative
Sage Hill Strategies
03.2021 - 12.2021
Career Diploma - Virtual Assistant
Penn & Foster
01.2021 - Current
Corporate Care Representative
Viasat
11.2014 - 03.2017
Technical Support Supervisor
Dish Network
10.2004 - 11.2014
High School Diploma -
Eaglecrest High School
08.1994 - 05.1998