Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kristina Norris

Milton,FL

Summary

Experienced Team Lead with a proven track record of guiding teams, coaching employees, and driving performance results. Skilled in leadership, conflict resolution, and process improvement with a strong commitment to achieving not only goals within a team, but throughout the company. Seeking to leverage my leadership expertise and hands-on experience to excel in a Supervisor role.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Community Care Center Specialist -2

U.S. LawShield
07.2022 - 08.2023
  • Enhanced customer satisfaction by providing timely and accurate information on center programs and services.
  • Provided exceptional customer service by addressing inquiries promptly and professionally, resulting in improved relations with clients.
  • Managed multiple priorities effectively, ensuring that all tasks were completed on time.
  • Explained product features and benefits to customers to encourage sales best tailored around their needs

Customer Service Representative

Mediacom Communications
08.2021 - Current
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions in a timely manner.
  • Process and verify payment methods on customers accounts.
  • Educate customers on special pricing opportunities and company offerings.
  • De-escalate problematic customer concerns, maintaining calm, friendly demeanor while working remotely.

Remote— Customer Service Representative

Alorica
05.2020 - 03.2021
  • Receives telephone calls which are routine to handle any/all aspects of customer accounts.
  • Documented conversations with customers to track requests, problems and solutions.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.

Crew Leader

Royalty House Cleaning
06.2017 - 10.2020
  • Maintain a well-groomed and organized home or office to ensure customers walk into a welcoming environment.

Corrections Officer

FL, Corrections
05.2012 - 03.2018
  • Document all communications/events using computer systems while maintaining care,custody, and control over multiple inmates.
  • Comply with all state policies and procedures; maintain all HIPPA standards.

Community Care Center Team Lead

U.S. LawShield
08.2023 - Current


  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Collected, arranged, and input information into weekly scorecards to track and communicate agents' progress toward monthly goals.
  • Conducted Team meetings and individual coaching sessions to enhance agent skills and drive results,
  • Served as the point of contact for escalated customer concerns, delivering timely and effective resolutions.
  • Coordinated task assignments and delegated responsibilities to optimize team performance.

Education

State Law Enforcement Officer Certification Exam -

Santa Rosa Correctional Institution
East Milton, Fl
08.2012

Diploma -

Milton High
Milton, Fl
05.2010

Skills

  • Conflict resolution
  • Attention to detail
  • Coaching and mentoring
  • Performance monitoring
  • Multitasking
  • Active Listening
  • Teamwork and collaboration
  • Team supervision
  • Goal setting
  • Leadership

Certification

Florida Property And Casualty License

Timeline

Community Care Center Team Lead

U.S. LawShield
08.2023 - Current

Community Care Center Specialist -2

U.S. LawShield
07.2022 - 08.2023

Customer Service Representative

Mediacom Communications
08.2021 - Current

Remote— Customer Service Representative

Alorica
05.2020 - 03.2021

Crew Leader

Royalty House Cleaning
06.2017 - 10.2020

Corrections Officer

FL, Corrections
05.2012 - 03.2018

Diploma -

Milton High

State Law Enforcement Officer Certification Exam -

Santa Rosa Correctional Institution

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