Kristina Wilson
Oxford,MA
Summary
Dynamic professional with a proven track record in customer service and pedestrian safety, honed across roles from School Crossing Guard at City of Worcester, MA to Escalation Specialist at Charter Spectrum. Excelled in complaint resolution and vigilance, enhancing customer satisfaction and student safety. Skilled in Microsoft Office Suite and active listening, adept at fostering positive relations and ensuring compliance with safety standards.
Overview
17
17
years of professional experience
Work History
School Crossing Guard
City of Worcester, MA
09.2016 - Current
- Demonstrated strong problem-solving skills by addressing unexpected situations or conflicts arising during daily duties effectively.
- Adapted swiftly to changing weather conditions, adjusting guarding strategies accordingly to maintain optimal student protection at all times.
- Maintained a safe environment for students with consistent enforcement of school zone speed limits and traffic rules.
- Monitored pedestrian activity around construction sites or detours near the school facility, ensuring safe passage for all students.
- Improved overall crossing efficiency by effectively communicating with students, parents, and drivers.
- Reported on-campus vehicle infractions to school administration.
- Ensured student safety by diligently monitoring crosswalks and traffic during arrival and dismissal times.
- Contacted school principals to report children not adhering to safe crossing protocols or refusing to follow directions.
- Used signs, hand signals and flags to control car and foot traffic conditions.
- Instructed children to safely cross streets using crosswalk.
- Withstood adverse environmental conditions.
- Developed key relationships with both adults and children through effective communication and purposeful engagement.
- Interrupted traffic to allow students, parents and other pedestrians to safely cross streets.
Bakery Clerk
Market Basket
03.2023 - 08.2023
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- Balanced multiple tasks simultaneously during busy periods while still delivering exceptional customer service experiences.
- Prepared fresh baked goods daily, ensuring consistent high-quality products for customers.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Ensured compliance with food safety regulations by maintaining a clean and organized workspace at all times.
Housekeeper
St. Vincent's Hospital
08.2015 - 11.2020
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked patient rooms by replacing used towels and linens mopping floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Ensured all rooms met hospital cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
Laboratory Collection Specialist
Secon
01.2015 - 07.2015
- Enhanced patient experience by efficiently collecting and processing lab samples.
- Upheld regulatory compliance standards by staying informed on changing policies and adjusting work processes accordingly.
- Increased patient satisfaction by providing compassionate service during sample collection process.
- Ensured accurate test results with meticulous attention to detail in specimen collection and labeling.
- Provided excellent customer service, addressing patient inquiries and concerns with professionalism and empathy.
- Facilitated seamless handoffs between shifts, accurately logging all necessary information for incoming team members.
Customer Service Representative
Walmart
11.2011 - 12.2014
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Educated customers about billing, payment processing and support policies and procedures.
Escalation Specialist
Charter Spectrum
08.2007 - 11.2011
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Escalated customer issues to management for appropriate action to be taken.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Trained customers on product usage for increased brand loyalty.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Certificate in Medical Assisting - Medical Assisting
Salter College
West Boylston, MAAssociate of Science - Criminal Justice
Quinsigamond Community College
Worcester, MASkills
- Patience and tolerance
- Pedestrian safety
- Vigilance and alertness
- Route planning
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Microsoft Office Suite
- Retail store support
- Product promotion
Timeline
Bakery Clerk
Market Basket
03.2023 - 08.2023
School Crossing Guard
City of Worcester, MA
09.2016 - Current
Housekeeper
St. Vincent's Hospital
08.2015 - 11.2020
Laboratory Collection Specialist
Secon
01.2015 - 07.2015
Customer Service Representative
Walmart
11.2011 - 12.2014
Escalation Specialist
Charter Spectrum
08.2007 - 11.2011
Certificate in Medical Assisting - Medical Assisting
Salter College
Associate of Science - Criminal Justice
Quinsigamond Community College
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