Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kristy Sokol

Magalia,CA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

21
21
years of professional experience

Work History

Customer Service Representative/Fraud Prevention Specialist

Deluxe Check Printers
05.2004 - 06.2012
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • 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.
  • Managed complex cases involving identity theft and other forms of financial crime, resulting in successful resolution for affected customers.
  • Collaborated with cross-functional teams to implement effective anti-fraud measures across the organization.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Receptionist/Dispatcher/Office Assistant

Mountain Propane
03.2001 - 04.2004
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Responded to inquiries from callers seeking information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, and walk-in clients.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected payments, processed transactions and updated relevant records.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Enhanced communication between field units and office personnel by managing radio transmissions and phone communications.
  • Provided exceptional customer service while handling incoming calls from the public, gathering essential information for appropriate response measures.
  • Advised regarding delays and special circumstances.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.

Operator/Customer Service Representative

AT&T
06.1991 - 02.2001
  • Handled high-stress situations calmly and effectively, ensuring that each caller received prompt attention and support.
  • Navigated multiple databases simultaneously with ease while speaking with callers on the phone, enabling quick retrieval of requested information without delay.
  • Enhanced caller experience by providing accurate and timely information in response to inquiries.
  • Built trust with callers through active listening skills, empathy, and a genuine commitment to resolving their issues or concerns promptly.
  • Improved customer satisfaction rates by consistently maintaining a professional and empathetic demeanor during interactions.
  • Maintained a high level of concentration and focus in a fast-paced, noisy work environment, ensuring that each call was handled efficiently and professionally.
  • Recognized for maintaining a consistently low number of dropped calls through skillful handling of difficult or challenging situations.
  • Accessed number directories to provide relevant information to callers.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.

Education

High School Diploma -

Chatsworth Charter High School
Chatsworth, CA

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Call center experience
  • Conflict Resolution
  • Professional telephone demeanor
  • Product Knowledge
  • Appointment Scheduling
  • Order Processing

Timeline

Customer Service Representative/Fraud Prevention Specialist

Deluxe Check Printers
05.2004 - 06.2012

Receptionist/Dispatcher/Office Assistant

Mountain Propane
03.2001 - 04.2004

Operator/Customer Service Representative

AT&T
06.1991 - 02.2001

High School Diploma -

Chatsworth Charter High School

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Kristy Sokol