Kristina Osborne
Kaukauna,WI
Summary
Technical support and customer service professional with 10+ years of experience supporting users across phone, chat, email, and web platforms. Strong background in troubleshooting, documentation, remote support, and process-driven environments.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Skyline Comedy Club
03.2022 - Current
- Manage and lead a 12-member remote customer service team supporting 10 comedy club locations across the United States.
- Oversee all customer communications across phone, email, social media, and LiveChat on company websites.
- Supervise phone representatives handling real-time guest inquiries via website chat to ensure fast, accurate responses.
- Coordinate and manage large group reservations and event bookings for parties of 20+ guests.
- Handle show changes, including rescheduled and canceled events, proactively notifying guests through email and follow-up phone calls.
- Process ticket refunds as well as food and beverage refunds in accordance with company policies.
- Create and manage weekly staff schedules, approve time-off requests, and submit accurate payroll reports on a fixed weekly deadline.
- Interview, hire, onboard, and train new customer service representatives in a fully remote environment.
- Update and maintain all club websites with current non-show content, including contact information, FAQs, and guest policies.
- Serve as escalation point for complex customer issues, ensuring timely resolution and high customer satisfaction.
- Maintain consistent brand voice and service standards across all customer-facing platforms.
Bridal Consultant
Davids Bridal
01.2022 - 03.2022
- Provided customer support in a fast-paced retail environment; resolved orders and payment issues using point-of-sale and internal systems.
- Sold and fitted bridal gowns for brides-to-be; worked with bridesmaids and mother of the bride/groom to find fitted dresses in a specific color scheme.
Customer Service Cashier
Sherwin-Williams
01.2021 - 11.2021
- Assisted customers with product selection, order processing, and issue resolution using inventory and POS systems.
- Troubleshot order discrepancies, returns, and account issues while maintaining accuracy and compliance.
- Managed high-volume customer interactions while meeting service and safety standards.
Phlebotomist
Multiple Locations
12.2014 - 01.2021
- Followed strict procedures and documentation standards in a regulated healthcare environment.
- Maintained accuracy under pressure while interacting with patients and healthcare staff.
- Utilized electronic medical record systems to document and verify patient information.
Education
High School Diploma -
Appleton East
Appleton, WI06.2013
Skills
- Technical troubleshooting & issue resolution
- Remote support (phone, chat, email)
- LiveChat & website support
- Ticketing / case management systems
- Website content updates & FAQs
- User access & permissions
- Google Workspace (Drive, Docs, Sheets, Gmail, Calendar)
- CRM systems
- LiveChat platforms
- Scheduling & payroll software (Paylocity, 7Shifts)
- Remote collaboration tools (Zoom, Teams)
Timeline
Customer Service Manager
Skyline Comedy Club
03.2022 - Current
Bridal Consultant
Davids Bridal
01.2022 - 03.2022
Customer Service Cashier
Sherwin-Williams
01.2021 - 11.2021
Phlebotomist
Multiple Locations
12.2014 - 01.2021
High School Diploma -
Appleton East