Krystal Franklin
Hillside
Summary
Dynamic customer service professional with extensive experience at United Airlines, excelling in problem resolution and active listening. Proven track record of enhancing customer loyalty through empathetic conflict resolution and consistently exceeding performance metrics. Proficient in CRM systems and committed to delivering exceptional service in high-pressure environments.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
United Airlines
Newark, NJ
01.2024 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Ensured passengers are in possession of valid documentation for travel.
- Meeting and boarding flights on time.
- Perform passenger check-in and seat assignments when needed.
Customer Service Representative
Horizon BCBSNJ
Newark, NJ
08.2018 - 10.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Call Center Representative
PSEG
Cranford, NJ
01.2006 - 02.2018
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Answer customer inquiries and recognize incorrect meter reading for billing corrections/complete account maintenance.
- Issued move in/out orders for customers activating/discontinuing electric and/or gas services.
- Compile and assemble data necessary for preparation of letters concerning service or billing problems.
- Adhere and implement gas and electric tariffs, following company policies and procedures.
- Training sessions for Customer Operations Billing bookkeepers and Customer Operations Inquiry representatives for inbound customer inquiry calls.
- Developed job aids/instruction manuals for Customer Operations Inquiry Inbound training
- Answer complex credit and billing inquiries, investigate high bills, analyzed customer credit status, quoted amount due, authorized extensions, and make arrangements for payment of past due bills, final bills, and returned checks.
- Explain requirements and guidelines for Priority 4 Medical Account Indication.
Education
High School Diploma -
Hillside High
Hillside, NJ06-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer relationship management (CRM)
- Quality control
Timeline
Customer Service Representative
United Airlines
01.2024 - Current
Customer Service Representative
Horizon BCBSNJ
08.2018 - 10.2023
Call Center Representative
PSEG
01.2006 - 02.2018
High School Diploma -
Hillside High
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