Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Work Availability
2001 award from Bob Davis Ceo USAA
Generic

Kristy Shelton

San Antonio

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Experienced Customer Service Representative with 16 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

30
30
years of professional experience

Work History

Owner/Operator

Puppy Paws Mobile Dog Grooming
03.2018 - Current
  • Customer Service
  • groom, bathe and nail trim
  • ear cleaning and anal glands

Drive-Thru Cashier

Taco Cabana
01.2011 - 01.2018
  • Investigated and resolved accounting, service and delivery concerns.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Internet and Phone Technician

Transcom
07.2004 - 09.2011
  • Entered customers technical problems with phone or internet service
  • Managed multi-lined phones
  • Process client files and schedule appointments
  • Strengthened communication skills through regular interactions with others.
  • Self-motivated, with a strong sense of personal responsibility.
  • Resolved problems, improved operations and provided exceptional service.

Inbound Call Center Representative

USAA
01.2001 - 06.2004
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Facilitated communication between customers and other departments to facilitate resolution.
  • Followed standard operating procedures when handling customer problems and complaints.
  • Provided timely feedback to management regarding customer inquiries and issues.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Recorded customer interactions, inquiries and comments in customer service database for traceability.

Outbound Customer Service Representative

Orion Marketing
01.1996 - 01.2001
  • Assisted customers with home equity options
  • Followed up with customers regarding long term benefits available
  • Outstanding customer service skills/friendliness
  • Checked on options available and provided explanations for options as needed

Education

Associate’s Degree - Medical Assistant

Hallmark College of Technology
San Antonio, TX
06.2013

High School Diploma -

Highlands High School
San Antonio, TX
05-1994

No Degree - Peace Officer Licence

San Antonio College
San Antonio, TX
01-2005

Skills

  • Paperwork, filing, answering phones, parts ordering and updating information

  • Knowledgeable and skilled in a administrative setting

  • Ability to handle office environment and equipment

  • 10 year experience in selling strategies, client relationship building and outside and inside sales

  • Work well with minimal supervision

  • Able to meet deadlines through time management and multi-tasking skills

  • Ability to prioritize and remain focused on the essence of an issue

  • Excellent customer service

  • Typing 40 wpm; 10-key by touch

  • Familiar with common computer software: Microsoft Office and Excel

  • Skilled At learning new concepts quickly while working well under pressure

  • Staffing

  • Operations oversight

  • Business operations management

  • Customer satisfaction

  • Call center operations

  • Telephone etiquette

Accomplishments

  • CPR and AED Certified
  • First Aid Certified
  • Bloodborne Pathogen Certified
  • Certified Peace Officer License
  • ABK Honor Society Member
  • 3.91 CGPA
  • Board Member for residential HOA

Timeline

Owner/Operator

Puppy Paws Mobile Dog Grooming
03.2018 - Current

Drive-Thru Cashier

Taco Cabana
01.2011 - 01.2018

Internet and Phone Technician

Transcom
07.2004 - 09.2011

Inbound Call Center Representative

USAA
01.2001 - 06.2004

Outbound Customer Service Representative

Orion Marketing
01.1996 - 01.2001

Associate’s Degree - Medical Assistant

Hallmark College of Technology

High School Diploma -

Highlands High School

No Degree - Peace Officer Licence

San Antonio College

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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2001 award from Bob Davis Ceo USAA

It was a 12 week training starting for home loans. We were to write something funny we did the night before graduation to move on to the floor. I was the youngest in the class and mine was the funniest thing that happened the evening before graduation, therefore I won the CEO Bob Davis award out of my whole class of 30 of us.

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