Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kristina Schwan

Tucson,AZ

Summary

I am an energetic, detail-oriented professional with seven years of experience in customer service, known for my strong empathy and customer-centered approach. My ability to build rapport with customers fosters positive relationships and drives high levels of satisfaction. I thrive in dynamic environments, where my enthusiasm for learning and adaptability allow me to quickly master new concepts and processes. Whether working independently or as part of a team, I excel in managing my time effectively, ensuring both productivity and quality. I am highly dependable, consistently exceeding performance expectations, and I bring a proactive, solution-focused mindset to every task. My skills in data collection and management, alongside my organizational strategies, allow me to juggle multiple priorities while maintaining accuracy and efficiency, even under pressure.

Overview

7
7
years of professional experience

Work History

Virtual Customer Service Representative

Afni
Tucson, AZ
12.2016 - 11.2023
  • Provide exceptional customer service across a variety of online platforms, including Facebook Messenger, X (formerly Twitter) DM, Instagram DM, SMS, Lithium, and Bazaarvoice.
  • Provide support over the phone through both inbound and outbound calls when needed.
  • Manage multiple customer interactions simultaneously while consistently meeting performance metrics, such as response time and quality standards.
  • Use active listening and effective questioning techniques to assess customer needs, ensuring attention to detail in every interaction.
  • Oversee and actively monitor the status of open tickets within the ticketing system, providing customers with timely updates on progress. Proactively identify and address any delays or obstacles to ensure swift resolution, and maintain a smooth process.
  • Assist customers with a range of services, including, but not limited to, account maintenance, service updates, outage reporting, technical troubleshooting, and ticket management.
  • Collaborate with cross-functional teams to drive efficient and effective issue resolution, ensuring seamless communication and coordination. Proactively follow up with team members to track the progress of urgent, escalated issues, ensuring timely and successful outcomes.
  • Address and resolve customer inquiries in a personable, friendly, and professional manner, balancing the needs of the customer with the goals of the company.
  • Make decisions that prioritize both customer satisfaction and company success.
  • Consistently safeguard the company’s confidential information, and ensure the protection of customer data by adhering to secure practices for handling Sensitive Personal Information (SPI), Personally Identifiable Information (PII), and Customer Proprietary Network Information (CPNI).

Education

GED -

Pima Community College
Tucson, AZ
11-2015

Skills

  • Strong verbal and written communication skills
  • Typing skills of 70 WPM
  • Quick learner
  • Customer satisfaction
  • Solid independent worker
  • Team collaboration
  • Adaptable in dynamic settings
  • Calm under pressure
  • Record preparation
  • Precision and attention to detail
  • Logging support tickets
  • Technology proficient
  • Data collection and management
  • Organization strategies
  • Strong work ethic and dependable
  • Organizational and time management skills
  • Multi-tasking and prioritization
  • Troubleshooting and problem resolution
  • Technical support and assistance
  • Data Security and Confidentiality

Languages

English
Full Professional

Timeline

Virtual Customer Service Representative

Afni
12.2016 - 11.2023

GED -

Pima Community College
Kristina Schwan