Kristine Dunkel
Customer Service Specialist
South Beloit,IL
Summary
Dynamic customer service professional with a proven track record at Autoliv, excelling in problem-solving and complaint resolution. Recognized for enhancing customer satisfaction through active listening and effective communication. Skilled in utilizing CRM systems and generating reports to drive improvements, consistently achieving high performance metrics and fostering strong client relationships.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
ACM
11.2015 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Support Specialist
Autoliv
11.1994 - 03.2014
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
Sales Associate
Kohl's
05.2004 - 05.2006
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Prioritized helping customers over completing other routine tasks in store.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Performed cash, card, and check transactions to complete customer purchases.
Education
High School Diploma -
South Beloit High School
South Beloit, ILSkills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Complaint resolution
Time management
Data entry
Customer relations
Problem resolution
Decision-making
Microsoft Excel
Computer proficiency
Complaint handling
Report generation
Microsoft outlook
Conflict resolution
Documentation
Microsoft PowerPoint
Order processing
Professional telephone demeanor
Product education
Prioritization
Clerical support
Filing
Document control
Customer RMA management
Timeline
Customer Service Representative
ACM
11.2015 - Current
Sales Associate
Kohl's
05.2004 - 05.2006
Customer Support Specialist
Autoliv
11.1994 - 03.2014
High School Diploma -
South Beloit High School