Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristina Jenkins

Houston,TX

Summary

Customer Service Representative with over 10 years of experience in call center, technical support, and remote service environments. Expertise in handling high-volume inbound and outbound calls, live chat, and email support. Proven success in meeting and exceeding KPIs, SLAs, and performance metrics while delivering excellent customer experiences. Skilled in CRM systems including Salesforce, Zendesk, and Microsoft Dynamics. Strong background in conflict resolution, escalation management, and first-contact resolution. Experienced in improving customer satisfaction scores, increasing client retention, and contributing to process improvement initiatives.

Overview

11
11
years of professional experience

Work History

Customer Service Specialist

Sutherland Global
Remote, TX
02.2020 - 04.2026
  • Handled high-volume customer support through phone, email, and chat, achieving 92% SLA adherence across all service channels.
  • Resolved complex issues and escalations, improving first-contact resolution rates and reducing repeat inquiries.
  • Designed and implemented training documentation and knowledge base articles, reducing onboarding time by 20%.
  • Identified recurring customer pain points, improving workflows and increasing customer satisfaction scores by 15%.
  • Developed and executed customer feedback triage system aimed at expediting strategic resolutions and enhancing satisfaction.

Customer Service Specialist (Hybrid)

Sitel
TX
05.2017 - 01.2020
  • Supported 40+ daily inbound calls regarding exchanges, replacements, and order tracking, maintaining high CSAT scores.
  • Logged and escalated CRM system errors, contributing to process improvement initiatives that reduced recurring issues.
  • Assisted in implementing new customer service procedures that improved service quality and boosted satisfaction by 12%.

Medical Customer Representative (Tech Support)

Sykes
Remote, TX
02.2015 - 04.2017
  • Delivered technical and medical claims support with 98% adherence to SLA standards.
  • Partnered with a team of 13 agents to reduce complaint rates by 17% in one quarter.
  • Leveraged multiple CRM databases to document issues and follow-ups with precision.

Education

Associate of Science -

Prairie View A&M University
Prairie View, TX
05.2024

Skills

  • Customer Service
  • Call Center Operations
  • Conflict Resolution
  • Escalation Management
  • Technical Support
  • CRM Software
  • Customer Relationship Management
  • SLA Adherence
  • First-Contact Resolution
  • Customer Satisfaction Scores
  • Knowledge Base Development
  • Remote Support
  • Performance Metrics
  • Order Management
  • Client Retention
  • Process Improvement
  • Team Collaboration
  • Communication Skills

Timeline

Customer Service Specialist

Sutherland Global
02.2020 - 04.2026

Customer Service Specialist (Hybrid)

Sitel
05.2017 - 01.2020

Medical Customer Representative (Tech Support)

Sykes
02.2015 - 04.2017

Associate of Science -

Prairie View A&M University