Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristy Jewett

Youngstown,OH

Summary

Proven Leadership in Customer Service over 20 years experience, adept at workforce planning and complaint handling, significantly improved customer satisfaction at Williams-Sonoma. Skilled in coaching and mentoring, with innovative strategies and strong work ethic have driven team success. Expertise in call center operations and customer relations, achieving notable efficiency enhancements. Outgoing Leadership with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

29
29
years of professional experience

Work History

Customer Care Center Supervisor

Williams-Sonoma
11.2018 - Current
  • Applied best practices in customer service, sales, approximately 30 incoming calls, emails from customers daily.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Evaluated interactions between associates and customers to assess best practices performance.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed and implemented customer service policies and procedures.
  • Developed new employees and on-going performance assessment of current employees.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Worked with providers to define quality metrics and outcome reporting process.

Customer Service Lead

RDI Marketing
10.2017 - 06.2018
    • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
    • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
    • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
    • Resolved customer service issues using company processes and policies and provided updates to customers.
    • Processed customer service orders promptly to increase customer satisfaction.
    • Tracked customer service cases and updated service software with customer information.

Call Center Trainer

LMG Holdings
08.2012 - 09.2017
    • Coordinated cross-functional training programs, streamlining knowledge transfer between departments.
    • Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
    • Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
    • Incorporated real-life case studies into lessons, providing practical examples of call center challenges and effective solutions.
    • Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
    • Enhanced trainee performance by implementing customized training modules tailored to individual needs.
    • Collaborated with management to identify skill gaps and develop targeted training initiatives.
    • Partnered with quality assurance teams to align training content with industry best practices and compliance standards.
    • Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
    • Provided coaching and mentoring to employees.
    • Analyzed and evaluated training effectiveness and program outcomes.
    • Developed job-specific competencies and performance standards.

Inbound Call Center Representative

Randstad
10.2010 - 06.2012
    • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
    • Answered phone with friendly greeting to create positive inbound calling experience for customers.
    • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
    • Resolved complaints to satisfy customers and encourage future transactions.
    • Demonstrated strong problem-solving skills by resolving customer issues during first call.
    • Utilized active listening skills to identify customer needs and provide appropriate solutions.
    • Prioritized customer service requests in order of urgency to promptly resolve critical issues.
    • Built positive relationships with customers by providing exceptional customer service.
    • Provided timely feedback to management regarding customer inquiries and issues.
    • Sought out extra training opportunities to enhance customer relationship management abilities.

Customer Care Supervisor

Macy's Credit And Customer Service
10.2007 - 08.2010
    • Evaluated interactions between associates and customers to assess personnel performance.
    • Monitored compliance risks while adhering to safety protocols.
    • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
    • Organized daily workflow and assessed appropriate staffing to provide optimal service.
    • Applied best practices in customer service, sales, and employee management to exceed organizational goals.
    • Monitored metrics and developed actionable insights to improve efficiency and performance.
    • Worked with providers to define quality metrics and outcome reporting process.
    • Performed duties and provided service in accordance with established operating procedures and company policies.
    • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
    • Created customer support strategies to increase customer retention.

Mortgage Loan Processor

Equitable Bank, LLC
08.2002 - 10.2007
  • Received on-going, comprehensive training on home loan products and mortgage process.
  • Coordinated closing process with attorneys, title companies, and government clerks.
  • Upheld complete confidentiality of all submitted information according to release guidelines.
  • Prepared file for final clear-to-close by branch management.
  • Reviewed financial statements and contacted institutions and customers to clarify details.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Communicated with originator and applicant concerning progress of loan file.
  • Set up and completed loan submission packages.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
  • Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
  • Reviewed and validated details of loan applications and closing documentation.
  • Consulted with outside vendors to identify and resolve loan closing issues.
  • Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
  • Affirmed loan document accuracy to protect lenders from potential fraud.
  • Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.

Student Loan Consolidator

General Revenue Corporation
04.2001 - 06.2002
    • Received and reviewed incoming documents and materials.
    • Entered data into computer tracking system and filed paperwork according to procedures.

Call Center Trainer

Market USA
12.1997 - 03.2001
  • Facilitated hands-on workshops to enhance employee understanding of company policies and procedures.
  • Partnered with quality assurance teams to align training content with industry best practices and compliance standards.
  • Optimized training schedules to maximize resource utilization while minimizing downtime for employees.
  • Achieved higher trainee retention rates through continuous feedback and coaching sessions.

Assistant Store Manager

Sally's Beauty Supply
06.1995 - 11.1997
    • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
    • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
    • Maintained positive customer relationships by responding quickly to customer service inquiries.
    • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
    • Processed payments for credit and debit cards and returned proper change for cash transactions.
    • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.

Education

Associates - Certified Medical Assistant

Southwestern College
Franklin, OH
09.2012

High School Diploma -

Lebanon High School
Lebanon, OH
06.1995

Skills

    • Workforce Planning
    • Complaint Handling
    • Innovation and Creativity
    • Strong Work Ethic
    • Coaching and Mentoring
    • Escalation management
    • Call center experience
      • Customer Relations
      • Training programs
      • Schedule Management
      • Delegation and Supervision
      • Training and mentoring
      • Team Management

Timeline

Customer Care Center Supervisor

Williams-Sonoma
11.2018 - Current

Customer Service Lead

RDI Marketing
10.2017 - 06.2018

Call Center Trainer

LMG Holdings
08.2012 - 09.2017

Inbound Call Center Representative

Randstad
10.2010 - 06.2012

Customer Care Supervisor

Macy's Credit And Customer Service
10.2007 - 08.2010

Mortgage Loan Processor

Equitable Bank, LLC
08.2002 - 10.2007

Student Loan Consolidator

General Revenue Corporation
04.2001 - 06.2002

Call Center Trainer

Market USA
12.1997 - 03.2001

Assistant Store Manager

Sally's Beauty Supply
06.1995 - 11.1997

Associates - Certified Medical Assistant

Southwestern College

High School Diploma -

Lebanon High School

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Kristy Jewett