Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kristine Gamblin

Customer Support Specialist | Https://www.linkedin.com/in/kristinegamblin/
Burlington,NC

Summary

Enthusiastic and results-driven Customer Support Specialist skilled in identifying and resolving complex technical problems, exceeding performance targets, and achieving high customer satisfaction scores. Passionate about contributing to a company's mission and dedicated to delivering exceptional service.

Overview

19
19
years of professional experience
2
2
years of post-secondary education

Work History

Customer Support Specialist

Canopy Tax - SAAS
Remote, NC
2 2024 - Current
  • Respond to customer inquiries and provide technical assistance via chat and phone.
  • Facilitate new customer onboarding through detailed implementation steps via chat and screen-sharing sessions.
  • Resolve 50 + customer inquiries/tickets daily utilizing Salesforce CRM, improving service response times by 25%.
  • Proficient in creating detailed user manuals, FAQs, and troubleshooting guides.
  • Integrate customer feedback into service improvements, reducing repeat inquiries by 15% and boosting efficiency.

Customer Experience Specialist

Progressive Insurance Corporation
Remote, NC
09.2021 - 09.2022
  • Conceptualized and implemented over 20 solutions to customer experience concerns in collaboration with senior account executives and the Product Management Office, leading to a 28% decrease in complaints and a 15% increase in satisfaction.
  • Developed and executed an outbound calling campaign, onboarding 40 clients daily, targeting mobile app adoption and personalized policy options, achieving a 5% reduction in online policy cancellations.
  • Served as the Customer Experience Engagement Team lead, implemented cross-departmental feedback, and employed lean methodologies, boosting team efficiency by 25% in Quarter 1.

Customer Service Consultant

Progressive Insurance Corporation
Remote, NC
05.2018 - 09.2018
  • Provided personalized service to over 100 customers daily, resolving complex inquiries and achieving a 94% satisfaction rate.
  • Grew existing customer accounts by 22% through exceptional customer service and sales techniques.
  • Maintained high service levels with a 97% SLA compliance rate using account management best practices and CRM tools.

Membership Services & Fundraising Coordinator

Alamance County Community YMCA
Burlington, NC
01.2006 - 05.2018
  • Promoted membership and wellness initiatives, addressing inquiries, complaints, and billing questions via in-person, phone, email, and social media.
  • Executed welcome events and wellness programs using membership management software, leading to a 2% YOY increase in member retention.
  • Managed a portfolio of 250 donors, including key community partners, providing consistent communication to increase awareness of the YMCA mission.
  • Organized four annual fundraising events that raised over $100,000 annually, exceeding donation goals by 40% through strategic planning, donor acquisition, renewals, upgrades, and practical engagement.

Event & Volunteer Coordinator

LiteracyCorps University's SCALE
Chapel Hill, NC
07.2013 - 07.2014
  • Onboarded and supervised 50+ Elon University college students in the volunteer program for the English as a Second Language initiative.
  • Coordinated and implemented community events with over 300 student volunteers and 1000 plus attendees to promote the university's SCALE (Student Coalition for Action in Literacy Education) program.
  • Improved volunteer satisfaction by 45% and retention by 75% through comprehensive program evaluations, volunteer surveys, and data tracking.

Education

Bachelor of Arts in Liberal Studies -

University of North Carolina
Greensboro, NC
09.2021 - 05.2021

Associates in General Education & Arts -

Guilford Technical Community College
Greensboro, NC
09.2017 - 09.2019

Skills

Customer Satisfaction

Sales

Clear Communication

Metrics-Driven

Account Management

Customer Retention

Emotional Intelligence

CRM

Data-Analysis

Adaptability

Creative Problem-Solving

MS Office & Google Suite

Customer Relationship Management (CRM)

Ticket Management

Live Chat Support

Customer Service Excellence

Empathy and Patience

Remote Support

Technical Troubleshooting

User Experience

De-escalation

Accomplishments

    • Maintained a 95% customer satisfaction score by providing empathetic, user-centric technical support to address and resolve customer issues from day one at Canopy Tax

    • Spearheaded a customer engagement-focused welcome campaign at Progressive Insurance, resulting in a 10% reduction in churn and a 15% increase in CSAT scores.

    • Awarded 'Best of the Best' for Top Customer Experience among 3000 agents at a Fortune 100 company, excelling in key customer satisfaction metrics: first call resolution, Upselling, and renewals.

    • Received the Top Campaigner Award for the YMCA’s giving campaigns from 2009 to 2011 for raising over $100,000 annually.

    • Voted “Most AmeriCorps Spirit” by colleagues for outstanding leadership and community engagement.

    • Served as keynote speaker at UNC-Chapel Hill Center for Educational Excellence for LiteracyCorps Community Engagement Training.

Timeline

Customer Experience Specialist

Progressive Insurance Corporation
09.2021 - 09.2022

Bachelor of Arts in Liberal Studies -

University of North Carolina
09.2021 - 05.2021

Customer Service Consultant

Progressive Insurance Corporation
05.2018 - 09.2018

Associates in General Education & Arts -

Guilford Technical Community College
09.2017 - 09.2019

Event & Volunteer Coordinator

LiteracyCorps University's SCALE
07.2013 - 07.2014

Membership Services & Fundraising Coordinator

Alamance County Community YMCA
01.2006 - 05.2018

Customer Support Specialist

Canopy Tax - SAAS
2 2024 - Current

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Kristine GamblinCustomer Support Specialist | Https://www.linkedin.com/in/kristinegamblin/