Summary
Overview
Work History
Education
Skills
Accomplishments
References:
Timeline
Generic

Kristy Walters

Wilson,NC

Summary

Highly motivated and experienced customer service representative with over 10+ years of experience in providing excellent customer service. Possesses strong communication, problem-solving, and customer service skills.

Possesses strong communication, problem-solving, and customer service skills. Experienced in handling customer complaints, inquiries, and requests.

An experienced, ambitious, and results-oriented Customer Service Representative with expertise in customer service, conflict resolution, and phone operations. Highly driven and hardworking professional who gets the job done right with excellent communication and negotiation skills.

Competent, compassionate, and empathetic Customer Service Representative with years of experience in the Customer Service Representative Call Center industry. Works well under pressure with a persistent, determined, and goal-oriented outlook. Focused on embracing new career opportunities whereby the background and education are conducive to achieving goals and excelling with respect to the customer experience.

Overview

14
14
years of professional experience

Work History

Customer Care Representative

Truist
01.2021 - 07.2024
  • Helped 50-100 customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.

Customer Service Representative

BB&T
06.2010 - 01.2015
  • 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.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Cross-trained and backed up other customer service managers.
  • Managed anywhere from 50 to over 100 calls a day.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

GED -

Wilson Technical Community College
Wilson, NC
02.2009

Skills

  • Consumer and Commercial Customer Service
  • Conflict resolution
  • Resolving Conflict
  • Helpfulness
  • Attentiveness
  • Quick Learning Ability
  • Customer Care
  • Research
  • Multi-tasking
  • Attention to Detail
  • Organization
  • Empathy
  • Inbound Customer Service
  • Call center experience

Accomplishments

    Olympian Award Winner and Model Associate

    Displayed superior client service delivery and outstanding operational excellence setting an example for others to follow.


References:

Amanda Mitchum - (252) 299-4817

Kelsey Rogers - (252) 289-2949

Jason Joyner - Jason.Joyner@Truist.com       

Timeline

Customer Care Representative

Truist
01.2021 - 07.2024

Customer Service Representative

BB&T
06.2010 - 01.2015

GED -

Wilson Technical Community College

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Kristy Walters