Kristina Kennen
Wheeling,WV
Summary
Results-driven Senior Service Agent with a proven track record in customer satisfaction, issue resolution, and team collaboration. Expertise in de-escalation strategies and mentoring junior staff to enhance service efficiency.
Overview
7
7
years of professional experience
Work History
Senior Service Agent
Fedex Express
Wheeling, Wv
2019.12 - 2026.09
- Managed customer inquiries through phone and in-person interactions to ensure satisfaction.
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved customer complaints in an efficient and timely manner.
- Resolved service issues by effectively collaborating with internal teams.
- Coordinated package tracking and delivery updates to keep customers informed.
- Handled billing inquiries and processed payments accurately.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained records of customer interactions and transactions systematically.
- Maintained records of customer feedback and reported any potential areas for improvement within the organization's operations.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Streamlined communication between departments to improve service efficiency.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted in training new staff on operational procedures and customer service skills.
- Mentored junior team members and managed employee relationships.
- Strengthened customer retention by offering discount options.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Prevented key account losses by researching discrepancies and correcting problems.
- Managed lost items by coordinating return delivery with airlines' central office personnel.
- Verified passenger documents for accuracy and completeness.
- Contacted customers about potential service upgrades, new services and account changes.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Received customer deposits for services rendered during transactions. or payments and arranged for billing.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
Medical Secretary/Secretarial Sciences - Secretarial
West Virginia Business College
Wheeling, WV2008-08
Skills
- Customer service
- Billing procedures
- Package tracking
- Service delivery
- Service efficiency
- Issue resolution
- De-escalation techniques
- Cross-functional collaboration
- Team collaboration
- Member account management
- Customer interaction
- Relationship management
- Relationship building
- Empathy and patience
- Effective communication
- Exceptional communication
- Active listening
- Policy adherence
- Compliance standards
- Technical troubleshooting
- Task management
- Time management
- Prioritization
- Problem solving
- Critical thinking
- Decision-making
- Conflict management
- Staff mentoring
- Senior leadership support
- Follow-up management
- Report creation
- Data collection
- Microsoft outlook
- Service agreements
- Service negotiation
- Building rapport
- High-energy attitude
- Positive professionalism
- Adaptive team player
- Multi-task management
- Courteous demeanor
- Account updating
- Customer advisory
- Electronic record management
- Member account management
- Customer advisory
- Account updating
Timeline
Senior Service Agent
Fedex Express
2019.12 - 2026.09
Medical Secretary/Secretarial Sciences - Secretarial
West Virginia Business College