Krystal Lenihan
Largo,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success with understanding a keen sense of urgency. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
Work History
Corporate Escalation Specialist
William Sonama
06.2022 - 05.2023
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Customer Service Specialist
Charter Communications/Spectrum
02.2018 - 06.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Answered constant flow of customer calls with minimal wait times.
Operations Manager
Lady Ann Fabrics
06.2007 - 12.2017
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Operations Specialist
China Boy Cleaners
05.1997 - 01.2002
- Tracked and analyzed reports to determine needed improvements.
- Motivated and trained employees to maximize team productivity.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
Education
Bachelor of Science - Criminal Justice
University Of Phoenix
Phoenix, AZ12.2025
No Degree - Business management
St. Petersburg College
St. Petersburg, FL03.2007
Skills
- Strong Telephone Etiquette
- Data Communications
- Knowledge Base
- Creative Solutions
- Issue and Complaint Resolution
- Maintaining Clean Work Areas
- Customer Issue De-Escalation
- Staff Support
- Client Rapport-Building
- Filing Procedures
- KPI Metrics
- Effective Multitasking
- Database Maintenance
- Client Relationships
- Management Abilities
- Confidentiality Requirements
- Collaborative Environments
- Customer Account Management
Accomplishments
- Achieved multiple top performer ranking by completing application process with accuracy and efficiency.
- Achieved debt consolidation by introducing patched C.O.D. program for Accuterm tasks accounting.
- Supervised team 10 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Timeline
Corporate Escalation Specialist
William Sonama
06.2022 - 05.2023
Customer Service Specialist
Charter Communications/Spectrum
02.2018 - 06.2022
Operations Manager
Lady Ann Fabrics
06.2007 - 12.2017
Operations Specialist
China Boy Cleaners
05.1997 - 01.2002
Bachelor of Science - Criminal Justice
University Of Phoenix
No Degree - Business management
St. Petersburg College
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