Krysta Hall
Elgin,IL
Summary
Dynamic Customer Service Representative with extensive experience at Verizon Wireless, excelling in problem resolution and relationship building. Proven track record of enhancing customer satisfaction through effective communication and technical support. Skilled in CRM software and conflict resolution, consistently achieving high retention rates and fostering loyalty through personalized service.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
Rolling Meadows, IL
02.2008 - 02.2026
- Utilized CRM systems to document interactions and track customer issues efficiently.
- Assisted customers with account management, billing inquiries, and technical support solutions.
- Educated customers on Verizon products and services to enhance user experience and satisfaction.
- Maintained knowledge of promotions, plans, and policies to provide accurate information consistently.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and backed up other customer service managers.
Education
High School Diploma -
Elgin High School
Elgin, IL1999
Skills
Active listening
Critical thinking
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Microsoft Excel
Complaint resolution
Payment processing
Customer satisfaction
Call center operations
Microsoft Outlook
Follow-up skills
Call management
Product knowledge
Order processing
Microsoft PowerPoint
Microsoft Office Suite
De-escalation techniques
Technical support
Live chat support
Customer education
Product sales
Multi-line phone talent
Order fulfillment
Research
Account management
Spreadsheets
Service upselling
Quality assurance controls
POS systems expert
CRM software proficiency
Credit adjustments
Promotional support
Warranty service
Timeline
Customer Service Representative
Verizon Wireless
02.2008 - 02.2026
High School Diploma -
Elgin High School