KRISTINA LUTTRELL
Pasco,WA
Summary
My objective is to grow and mature with the company, to conduct myself with the highest standards and always excel at any position. I thrive in an atmosphere that is constantly growing and improving. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Avantor Sciences/ VWR
10.2023 - 09.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
D2AS OCP Sr. Program Specialist
Amazon
06.2022 - 09.2023
- Investigate escalations regarding concerns surrounding privacy and offensive contents across the Amazon digital services family under the Customer Trust umbrella
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
Last Mile Incident Response Team (Pilot)
Amazon
02.2021 - 06.2022
- Received escalations regarding egregious incidents to customers and drivers and / or their property
- Researched those issues, reached out to the injured party to acquire further information and formulate an appropriate resolution
- Contact with stakeholders
- Reviewed current standard operating procedures and helped to put them into a more understandable and streamlined format.
Shipping and Delivery Services Executive Customer Relations (SDS ECR)
Amazon
08.2020 - 02.2021
- Customer outreach for escalated issues regarding delivery service and delivery drivers with detailed and easy to understand annotations
- Addressing complex issues with regard to threats and confrontations between drivers and customers and community members often with little or ambiguous information
- Engaging with customers and community members in a calm and reasonable way to nullify the threat and obtain reassurance of driver safety
- Working with the LMCAP stakeholders to ascertain the risk of drivers continuing to deliver to those customers and using judgment on deciding if those same accounts would be best closed
- Deep diving the root cause of delivery problems and engaging multiple teams to resolve them
- Engaging with stakeholders and loss prevention
- Engaging with legal and public relations
- Handling social media escalations
- Reach out to customers on behalf of the CEO for issues that they have escalated to him
- CAP customer research, troubleshooting, and outreach
- Restore customer trust
- Seeing all issues through and owning them until an acceptable resolution for all parties has been obtained.
D2 Reviews Associate
Amazon
10.2018 - 08.2020
- Proactively reach out to customers that have left one and two star reviews about Amazon devices to resolve the issue
- Involved in launch and support of newly released devices
- Outreach on behalf of developers to find the root cause of device issues
- Restore customer trust
- Team KTR deep diving issues using Heartbeat and Textminer.
Dynamic Andon Resolution Team (DART)
Amazon
07.2018 - 10.2018
- Took Escalation calls and chats from internal and external customers
- Knowledge and familiarity with Amazon policies and tenets along with implementing same to resolve and de-escalate customer and agent issues.
D2 Echo Customer Care
Amazon
10.2017 - 07.2018
- Provide tier one customer service for all Echo products, assisting with set up, troubleshooting, understanding functionality
- Provide the same services with regard to Kindle products, and Amazon Cloud Cam
- These also include subscriptions as well as installment plan
- Also occasionally provide service for Dash buttons and Echo Look device.
Treasure Truck / Extended Warranty / Amazon Key
Amazon
08.2017 - 10.2017
- Launch team that introduced the Amazon Key Home Delivery program which included the set up and troubleshooting of the Cloud Cam security camera
- Provided service for Square Warranty
- Customer outreach for fulfillment centers to customers when there were issues with fulfilling orders
- Facilitated warranty with automotive products with sellers on Amazon.com.
Prime Lab
Amazon
06.2017 - 08.2017
- Prime Lab after completing Amazon CSA Training
- Provided customer service with regard to retail orders and transferred calls to appropriate departments when necessary.
Education
High School Diploma -
Valley Central High School
Montgomery, NYSkills
- COMMUNICATION (VERBAL AND WRITTEN)
- CUSTOMER OBSESSION
- HIGH STANDARDS FOR MYSELF AND MY PEERS
- ABLE TO RESTORE AND BUILD TRUST
- MS SUITE
- ABILITY TO ADAPT AND THRIVE IN AMBIGUITY
- SOUND JUDGMENT SKILLS
- CRITICAL THINKING
- ACTIVE LISTENING
- SALESFORCE
- SAP
- C4C
Priorexperience
Held a license as an insurance producer in property and casualty (residential and commercial) as well as health and life. Mortgage Processor
Qualification Profile
Strong interpersonal skills., Excellent written and verbal communication skills., Motivated and motivational, expects strong performance from myself and those around me., Able to multitask and keep composed under pressure., Consistently meets and exceeds metric goals, Committed to always providing the best experience with every interaction and always looking to improve customer experience., Working knowledge of Excel, Customer obsessed
Timeline
Customer Service Representative
Avantor Sciences/ VWR
10.2023 - 09.2024
D2AS OCP Sr. Program Specialist
Amazon
06.2022 - 09.2023
Last Mile Incident Response Team (Pilot)
Amazon
02.2021 - 06.2022
Shipping and Delivery Services Executive Customer Relations (SDS ECR)
Amazon
08.2020 - 02.2021
D2 Reviews Associate
Amazon
10.2018 - 08.2020
Dynamic Andon Resolution Team (DART)
Amazon
07.2018 - 10.2018
D2 Echo Customer Care
Amazon
10.2017 - 07.2018
Treasure Truck / Extended Warranty / Amazon Key
Amazon
08.2017 - 10.2017
Prime Lab
Amazon
06.2017 - 08.2017
High School Diploma -
Valley Central High School
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