Summary
Overview
Work History
Education
Skills
Timeline
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Kristy Fragosa

San Jose,CA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in cable and waste management industries. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

12
12
years of professional experience

Work History

Operations Coordinator

United Site Services
09.2018 - 04.2020
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Accurately analyzed Salesforce to identify common concerns and implement effective resolutions, reducing complaint resolution time by 20%
  • Addressed customer complaints and mitigated dissatisfaction with timely and on-point solutions
  • Generated weekly and monthly reports to highlight customer service performance and measure milestones
  • Analyzed key metrics and business performance to drive data-supported decisions
  • Performed daily inspections, charted readings, documented equipment downtime, and oversaw equipment maintenance
  • Worked with vendors to make purchases and reconcile invoices
  • Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies

Sales Support Specialist

AT&T
01.2011 - 12.2013
  • Collaborated with sales and marketing teams to create and execute promotional campaigns
  • Processed orders and tracked shipments, ensuring timely and satisfactory delivery to customers
  • Resolved customer complaints and issues promptly, achieving 90% resolution rate
  • Maintained accurate customer records in Zendesk, enhancing service efficiency and personalization
  • Took ownership of customer issues to follow problems through to resolution
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues
  • Used in-store system to locate inventory and place special orders for customers

Customer Service Specialist/Network Dispatcher

Xfinity
11.2007 - 01.2011
  • Handled incoming customer calls, emails, and chats, maintaining 95% customer satisfaction rating
  • Processed orders and tracked shipments, ensuring timely and satisfactory delivery to customers
  • Resolved customer complaints and issues promptly with 90% resolution ratings
  • Maintained accurate customer records in CRM software, enhancing service efficiency and personalization
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management
  • Implemented troubleshooting, root cause analysis, and issue resolution.

Education

Associate of Science - Spanish Language And Literature

Gavilan College
Gilroy, CA
06.2022

Skills

  • Microsoft Office Suite and Excel
  • CRM (Salesforce and Zendesk)
  • Excellent Communication and Interpersonal Skills
  • Team Leadership and Coaching
  • Conflict Mediation
  • Sales and Upselling
  • Productivity Management
  • Excellent time management skills
  • Ability to work independently
  • Enrollment Processing
  • Call Center Operations

Timeline

Operations Coordinator

United Site Services
09.2018 - 04.2020

Sales Support Specialist

AT&T
01.2011 - 12.2013

Customer Service Specialist/Network Dispatcher

Xfinity
11.2007 - 01.2011

Associate of Science - Spanish Language And Literature

Gavilan College

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Kristy Fragosa