Summary
Overview
Work History
Education
Skills
Timeline
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Krystal Dillard

North Lauderdale,FL

Summary

Proven track record in enhancing customer satisfaction and streamlining support processes at Inktel Contact Center Solutions. Expert in CRM software and renowned for exceptional problem-solving abilities. Achieved significant improvements in response times and customer loyalty through effective communication and technical troubleshooting. Demonstrates a strong commitment to continuous improvement and professional development.

Overview

9
9
years of professional experience

Work History

Customer Support Technician

Iqor
06.2019 - 07.2024
  • Improved customer satisfaction by promptly addressing and resolving technical issues.
  • Balanced workload effectively across multiple channels such as email, phone calls, live chat, thus maintaining high levels of responsiveness.
  • Contributed to the creation of a comprehensive knowledge base for common technical issues, streamlining support processes.
  • Conducted regular follow-ups with customers to confirm resolutions were effective and satisfactory.

Customer Service Representative

Concierge Contact Center
08.2017 - 02.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • 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.

Customer Support Team Lead

Inktel Contact Center Solutions
04.2015 - 05.2017
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
  • Implemented effective escalation procedures to promptly address urgent or complex customer concerns.

Education

GED -

Whiddon Rogers High School
Fort Lauderdale, FL
06.2006

Skills

  • CRM Experience
  • Remote Support
  • Call center experience
  • Customer Empathy
  • Technical Support
  • Report creation
  • Telecommunications equipment
  • Hardware troubleshooting
  • Documentation And Reporting
  • Service Calls
  • Customer Needs Assessment
  • Service Quality Standards
  • CRM Software
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Microsoft Windows and Office
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent Communication
  • Organizational Skills
  • Team Collaboration
  • Active Listening
  • Effective Communication
  • Adaptability and Flexibility
  • Remote Technical Support
  • Decision-Making
  • Relationship Building
  • Desktop support
  • Friendly and Patient
  • Team building
  • Task Prioritization
  • Technical issues analysis
  • Self Motivation
  • Technical Troubleshooting
  • Customer service expert
  • Highly Professional
  • Goal Setting
  • Computer Diagnostics
  • Professionalism
  • Customer Communication and Empathy
  • Device Installation
  • Application support
  • Time management abilities
  • Continuous Improvement
  • Written Communication
  • Software Upgrades
  • Application installations
  • Issue and Resolution Tracking
  • Online Chat Support
  • Support Services
  • Incident Management
  • Call Management
  • User Support
  • Hardware diagnostics
  • System Configuration
  • Tracking and Documentation
  • Employee Computer Support
  • Call Center Operations

Timeline

Customer Support Technician

Iqor
06.2019 - 07.2024

Customer Service Representative

Concierge Contact Center
08.2017 - 02.2019

Customer Support Team Lead

Inktel Contact Center Solutions
04.2015 - 05.2017

GED -

Whiddon Rogers High School

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Krystal Dillard