Kristina Vela
Charter Communications, Spectrum
Corpus Christi,TX
16
years of professional experience
Highly motivated and results-driven professional with extensive experience in sales, customer service, and administrative support. Skilled in building strong client relationships, driving revenue growth, and leading teams to exceed goals. Recognized for adaptability, leadership, and problem-solving abilities in fast-paced environments. Passionate about contributing to team success while continuing to grow and develop professionally.
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.
Work History
Customer Support Specialist
4 Months- Resolved customer inquiries through effective communication and active listening techniques.
- Documented detailed customer interactions in CRM system to ensure accurate follow-up.
- Collaborated with cross-functional teams to enhance service delivery and support processes.
- Trained new staff on customer service protocols and best practices for efficiency.
- Analyzed recurring issues to identify trends and recommend process improvements.
- Developed training materials that streamlined onboarding of new team members, increasing productivity.
- Led initiatives to improve customer satisfaction scores by implementing feedback mechanisms.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Lead Sales Associate
8 Months- Directed sales operations by enhancing team performance to surpass store revenue targets.
- Provide personalized customer service, assisting clients with product selection and upselling solutions.
- Train, coach, and motivate team members to enhance sales techniques and service quality.
- Manage store operations including merchandising, inventory control, and POS transactions.
- Developed customer engagement strategies to enhance in-store experience and increase loyalty.
- Implemented promotional campaigns that boosted foot traffic and improved overall sales performance.
- Analyzed sales data to identify trends, optimizing inventory management and product placement.
- Trained new associates on product knowledge, customer service protocols, and operational procedures.
- Collaborated with management to refine sales processes, increasing efficiency and reducing turnaround time.
- Handled cash register operations and customer transactions to process payments.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Processed and stocked merchandise in accordance with store standards.
- Performed inventory control procedures to manage stock.
- Managed inventory effectively, minimizing stock-outs and overstock situations.
- Assisted customers in making informed purchasing decisions by providing expert advice on product features and benefits.
- Trained, coached, and mentored new sales associates for maximum performance.
- Delivered excellent customer service for repeat business and referrals.
- Trained new sales associates to ensure consistent performance across the team.
- Developed and maintained knowledge of current sales and promotions.
- Achieved monthly sales targets consistently by employing persuasive selling techniques tailored to each customer''s unique needs.
Sales Associate / Key Holder
1 Year 10 Months- Support daily store operations, including opening and closing procedures as a trusted key holder.
- Deliver exceptional customer experiences through product knowledge, personalized recommendations, and upselling strategies.
- Assist with visual merchandising, stock replenishment, and maintaining store presentation standards.
- Collaborate with team members to achieve monthly sales targets and maintain operational efficiency.
Administrative Support Assistant
7 Years- Managed office operations, including processing time and attendance records for 45 personnel and maintaining over 150,000 administrative files.
- Coordinated purchases, handled invoices, and managed property inventory and equipment tracking.
- Prepared reports, maintained case calendars, and provided attorney support for filings, hearings, and court appearances.
- Oversaw training materials, scheduled meetings, and ensured compliance with retention regulations.
- Maintained organized filing systems, improving retrieval efficiency and document tracking processes.
- Assisted in case preparation by conducting research, compiling evidence, and summarizing findings for attorney review.
- Trained new administrative staff on office protocols, fostering a collaborative work environment and knowledge sharing.
- Implemented office procedures that streamlined workflows, increased productivity, and reduced administrative errors.
- Oversaw inventory management of office supplies, ensuring availability while minimizing costs through strategic sourcing.
- Managed high volumes of incoming calls and emails, ensuring timely responses and accurate information dissemination.
Security Manager
7 Years 1 Month- Supervised daily shop security operations, ensuring compliance with company policies and procedures.
- Coordinated shipping and receiving operations, maintained property records, and resolved vendor issues.
- Prepared reports, managed inventory, and assisted leadership with logistics, scheduling, and operational planning.
Education
High School Diploma - Texas Scholar
Skills
Sales & Customer Service
Inventory & Merchandising
Problem-Solving
Scheduling & Coordination
Leadership & Training
Time Management
Administrative Support
MS Word
Excel & POS Systems
Data entry
Help desk support
Call center experience
Conflict resolution
Live chat support
Ticket management
Quality assurance
Product knowledge
Active listening
Sales support
Customer response
SLA
Appointment scheduling
Salesforce
Product or service support
Payment processing
Technical troubleshooting
Social media support
Time management
Multitasking and organization
Customer service excellence
Empathy and patience
Team collaboration
Adaptability and flexibility
Verbal and written communication
Decision-making
Email communication
Issue troubleshooting
Analytical thinking
Workflow management
Issue follow up
Attention to detail
Customer service
Teamwork and collaboration
Timeline
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Mary Carroll High School
High School Diploma from Texas Scholar
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