Kristine Vacarelli
Troy,NY
Summary
Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
10
10
years of professional experience
Work History
Client Service Coordinator
Harding Mazzotti LLP
Albany , NY
11.2021 - Current
- Provided exceptional customer service by actively listening and addressing needs with empathy.
- Utilized positive telephone etiquette to warmly greet customers and identify issues through effective questioning.
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Adhered to standard procedures for escalating unresolved issues to appropriate internal teams.
- Answered incoming calls, delivering professional and knowledgeable service to each customer.
Client Support Specialist
Maximus
New Albany, NY
02.2015 - 11.2020
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered incoming customer calls regarding products and services, providing information, troubleshooting issues, and resolving complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Navigated through computer systems to review information and respond appropriately to callers.
- Escalated more difficult calls to supervisors as needed.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Education
Associate of Science - Medical Assisting
Mildred Elley
Albany, NY05-2006
Associate of Science - Business Administration And Management
Bryant And Stratton College
Albany, NY05-1999
Skills
- Customer service and support
- Call management and issue resolution
- Record keeping and data entry
- Conflict resolution and problem solving
- Communication skills and active listening
- Team collaboration and adaptability
- Time management and attention to detail
- Professionalism and courtesy
- Training and development
References
References available upon request.
Timeline
Client Service Coordinator
Harding Mazzotti LLP
11.2021 - Current
Client Support Specialist
Maximus
02.2015 - 11.2020
Associate of Science - Medical Assisting
Mildred Elley
Associate of Science - Business Administration And Management
Bryant And Stratton College
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