Kristina Heller
Sararsota,FL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Hoveround. Leveraged active listening and critical thinking to resolve complex issues, leading to a significant increase in repeat business. Skilled in data entry and adept at turning challenging situations into positive outcomes, consistently meeting productivity targets.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Hoveround
06.2024 - 08.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
H. T Hackney
06.2021 - 11.2023
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Medicaid Eligibility Specialist
Conduent.
04.2009 - 12.2019
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Education
Bachelor of Arts - Communications, Radio, TV, Film
Indiana State University
Terre Haute, IN05-1994
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Professional telephone demeanor
- Follow-up skills
Timeline
Customer Service Representative
Hoveround
06.2024 - 08.2024
Customer Service Representative
H. T Hackney
06.2021 - 11.2023
Medicaid Eligibility Specialist
Conduent.
04.2009 - 12.2019
Bachelor of Arts - Communications, Radio, TV, Film
Indiana State University
Similar Profiles
Jeffrey TurnerJeffrey Turner
Regional Operations Manager at HoveroundRegional Operations Manager at Hoveround
Jessica BonannoJessica Bonanno
Customer Service Representative at HoveroundCustomer Service Representative at Hoveround
Matthew BelesMatthew Beles
Coordinator at Hoveround CorporationCoordinator at Hoveround Corporation
Teresita HallTeresita Hall
Early Childhood Educator at KisCity USA, Eustis, FlEarly Childhood Educator at KisCity USA, Eustis, Fl
Renavia CurtisRenavia Curtis
Human Service Worker at North Florida Evaluation And Treatment CenterHuman Service Worker at North Florida Evaluation And Treatment Center