Kristy Choate
Wolfe City,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated Call Center professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Adept individual with more than ten years working as Manager for Fortune 500 revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals.
Overview
21
21
years of professional experience
Work History
Senior Customer Success Manager
Arise Virtual Solutions Inc.
11.2010 - Current
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Recruited, interviewed and onboarded contractors and employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Created customer support strategies to increase customer retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Championed a proactive approach to customer success by identifying potential issues, addressing them early-on in the client lifecycle, and preventing churn.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Representative
KC Virtual Services
12.2007 - 11.2010
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed and updated databases to handle customer data.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Receptionist Administrator
State Farm
05.2003 - 06.2008
- Monitored front areas so that questions could be promptly addressed.
- Promoted maintenance of professional and courteous customer interactions across reception personnel.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Maintained up-to-date knowledge of industry practices by attending workshops, conferences, and continuing education courses relevant to receptionist administration duties.
- Scheduled initial and return appointments for [Type] clients, adhering to internal policies while accommodating individual customer needs.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Handled complaints and questions, and re-directed calls to other team members.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
Education
High School Diploma -
Irving High School
Irving, TX05.1986
Skills
- Shift Scheduling
- Budget Management
- Account Updates
- Brand Management
- Performance Tracking and Evaluation
- Customer Feedback Analysis
- Financial Management
- Teamwork and Collaboration
- Customer Advocacy
- Work Planning and Prioritization
- Sales proficiency
- Business Planning
- Research and due diligence
- CRM Software
- MS Office
- Staff Development
- Decision-Making
- Onboarding and Orientation
- Staff Training
- Documentation And Reporting
- Problem Resolution
- Customer Relations
- Customer Retention
- Scheduling and Coordinating
- Revenue Forecasting
- Records Management
- Interpersonal Relations
- Stakeholder Management
- Staff mentoring & leadership
- Customer Needs Assessment
- Report Analysis
- Team Leadership
- Data-driven decision-making
- Professional and Courteous
- Goal Setting
- Customer Satisfaction
- Client service optimization
- Customer Relationship Building
- Customer Service
- Idea Development and Brainstorming
- Webinar Hosting
- Performance Evaluations
- Inter-department collaboration
- Computer Skills
- Excellent Communication
- Multitasking Abilities
- Task Prioritization
- Strategic communications
- Client Relations
- Proficient in MS Office, Mac Applications
Accomplishments
- Supervised teams of 350-3500 staff members.
- Published author and former member of the City of Glenn Heights Strategic Growth committee.
Timeline
Senior Customer Success Manager
Arise Virtual Solutions Inc.
11.2010 - Current
Customer Service Representative
KC Virtual Services
12.2007 - 11.2010
Receptionist Administrator
State Farm
05.2003 - 06.2008
High School Diploma -
Irving High School
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