Kristy McClellan
Rosemount,MN
Summary
Utilize extensive customer service skills to drive expansion and diversification of business career. Proven track record of delivering exceptional customer experiences. Adept at building strong relationships and fostering client loyalty. Leverage expertise in effectively addressing customer needs and resolving issues to contribute to growth and success of organizations in a dynamic and competitive market.
Overview
40
40
years of professional experience
Work History
Senior Service Specialist
Worldwide Express fka Globaltranz/Cerasis Inc
11.2006 - 09.2024
- Reduced customer response times by optimizing workflows, enabling the team to address client concerns more effectively.
- Successfully navigated multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Delivered exceptional customer experiences through proactive communication and efficient problem-solving techniques.
- Implemented robust tracking systems that improved visibility into service performance metrics across the organization.
- Streamlined service operations for increased efficiency, implementing new processes and procedures.
- Identified opportunities for process improvement, implementing changes that led to significant time and cost savings.
- Mentored junior team members to improve their skills and overall performance in the workplace.
- Improved client retention rates by addressing concerns promptly and providing tailored solutions to meet their unique needs.
- Developed strong relationships with clients by providing exceptional support and ensuring their needs were met.
- Increased department productivity with strategic task prioritization and effective time management.
- Enhanced customer satisfaction by resolving complex service issues promptly and effectively.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
Operations processor Sales & Acquisitions
Wells Fargo Home Mortgage
07.1997 - 11.2006
- Provided training and support to new hires, contributing to a cohesive and knowledgeable team environment.
- Assisted in the development of new procedures, leading to improved overall operational efficiency.
- Adapted quickly to changing operational requirements, demonstrating flexibility under pressure.
- Conducted regular audits on processed transactions, ensuring accuracy and compliance with internal controls.
- Collaborated with team members to optimize workflows, resulting in more efficient processes across the department.
- Maintained strict adherence to company policies and regulations, minimizing risk exposure for the organization.
- Checked records for accuracy and completeness, and corrected errors.
- Accessed and used computer software applications to update and maintain records.
- Answered queries by locating and retrieving necessary files.
- Contributed to a positive work environment by proactively addressing challenges and fostering open communication among colleagues.
- Demonstrated strong analytical skills by identifying trends in data sets that led to actionable insights for business growth.
- Provided exceptional customer service to internal and external customers.
- Organized files efficiently for easy retrieval and optimal recordkeeping.
- Enhanced customer satisfaction by resolving issues promptly and maintaining clear communication throughout the process.
- Streamlined operations by identifying and eliminating inefficiencies in the processing workflow.
- Handled sensitive client information securely, maintaining confidentiality at all times.
- Reduced processing time with meticulous attention to detail and accurate data entry.
Customer Service Representative/Coach
The Connection
09.1993 - 07.1997
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Front Desk/Reservations
Radisson Hotels
01.1985 - 01.1993
- Facilitated smooth check-in/check-out processes by coordinating closely with the front desk team and other departments as needed.
- Supported front desk operations by efficiently handling phone calls, emails, and walk-in guests.
- Supported front desk operations during peak periods, providing seamless check-in/check-out experiences for hotel guests.
- Maintained a professional and welcoming environment at the front desk, contributing to positive guest feedback.
- Coordinated with the front desk to prioritize room assignments based on guest arrivals and departures.
- Coordinated with front desk personnel to address guest concerns in a timely manner, enhancing overall customer experience.
- Improved overall guest satisfaction by addressing concerns promptly and professionally while on duty at the front desk.
Education
Travel Degree - Hotel/Motel/Travel Agent
Southeastern Academy
Kissimmee, FL01.1985
Graduate -
Waseca High School
01.1983
Skills
Strong Work Ethic
Customer Service
Attention to Detail
Listening Skills
Multitasking and Organization
Excellent Communication
Computer Skills
Handling Customer Complaints
Time Management
Multitasking Abilities
Professionalism
Work Prioritization
Timeline
Senior Service Specialist
Worldwide Express fka Globaltranz/Cerasis Inc
11.2006 - 09.2024
Operations processor Sales & Acquisitions
Wells Fargo Home Mortgage
07.1997 - 11.2006
Customer Service Representative/Coach
The Connection
09.1993 - 07.1997
Front Desk/Reservations
Radisson Hotels
01.1985 - 01.1993
Graduate -
Waseca High School
Travel Degree - Hotel/Motel/Travel Agent
Southeastern Academy
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