Krystal Lizardo
Parowan,UT
Summary
Efficient Dispatcher, Proven track record of effectively coordinating staff and resources for seamless communication. Strong problem-solving skills and commitment to promptly resolving issues. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, Interpersonal & emphatic communication skills and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service/ Roadside Assistance Dispatcher
Horizon's HR
06.2023 - 11.2023
- Received intake calls and created service tickets for drivers needing repairs, mapping their exact location & entering in account and billing information, reading account notes and in putting requested product preferences.
- Promoted positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
- Enhanced customer satisfaction by promptly addressing and resolving roadside assistance requests.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Utilized GPS technology to accurately locate stranded motorists, expediting assistance process.
- Increased overall productivity through effective multitasking between phone calls, emails, radio communications, and internal messaging systems.
- Coordinated with tow truck drivers and service providers, ensuring efficient and timely assistance to stranded motorists.
- Skilled at working independently and collaboratively in team environment.
- Supported team members during periods of high call volume or challenging scenarios, fostering collaborative work environment.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with strong work ethic.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
Cashier/Customer Service
KB's Express
09.2019 - 12.2020
- Built relationships with customers to encourage repeat business.
- Worked flexible schedule and extra shifts to meet business needs.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Operated cash register to record transactions accurately and efficiently.
- Assisted customers with returns, refunds and resolving transaction issues.
- Managed time efficiently in order to complete all tasks within deadlines.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Managed timely and effective replacement of damaged or missing products, and cleanliness of store and property.
- Responded proactively and positively to rapid change.
Owner
Krystal Klean
03.2015 - 04.2019
- Cleaned for many different clients that mainly rented out their cabins/condos on Airbnb.
- Consulted with customers to assess needs and propose optimal solutions and pricing.
- Hired trained, and supervised staff to maintain high levels of productivity and customer satisfaction.
- Launched new services by conducting market research, identifying opportunities, and developing targeted promotional campaigns.
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing jobs.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed day-to-day business operations.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Delivered services to customer locations within specific timeframes.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked flexible hours across night, weekend, and holiday shifts.
Head Housekeeper/Inspector
Grand Lodge
09.2012 - 03.2015
- Every morning I would coordinate dirty rooms with the front desk manager and then create lists of rooms for the employees
- I oversaw the laundry attendants as well
- Would inspect the rooms prior to sending them to the front desk as available rooms
- I also cleaned rooms, assisted with laundry & made sure halls and elevators were all clean
- Reported any repairs to the maintenance department.
- Enhanced team morale by fostering a supportive work environment that encouraged open communication among staff members.
- Returned emptied garbage receptacles to proper locations.
- Reduced employee turnover rate through skilled recruitment efforts focused on selecting highly motivated individuals passionate about hospitality services.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Facilitated cross-departmental cooperation between housekeeping management team members on various initiatives.
- Boosted overall hotel ratings in cleanliness categories through consistent attention to detail during room inspections.
- Managed scheduling of housekeeping staff, minimizing overtime expenses while maintaining quality service levels.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Created a welcoming atmosphere with attention to detail in room preparation and presentation.
- Improved overall guest satisfaction by maintaining impeccable cleanliness and organization of all hotel areas.
- Communicated repair needs to maintenance staff.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Worked well in a team setting, providing support and guidance.
Inbound Customer Service Representative & Outbound Sales Agent
AT&T
09.2010 - 07.2012
- Took inbound calls from existing customers with service & billing issues or questions
- And would help resolve whatever issue it was were calling about
- I got promoted within 2 months to quality control & started monitoring other agents and helped coach them when needed
- Also assisted in writing new scripts for employees & would help train new hires as well.
- Boosted customer service satisfaction ratings through consistent quality control.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Exhibited strong multitasking skills on daily basis by handling multiple phone lines without compromising quality of service provided.
- Provided coaching and mentoring to employees.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Supported productivity increase and business growth through new hire training and mentoring.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Processed debit and credit card and electronic check payments.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reduced call wait times by quickly identifying customer needs and directing them to appropriate department or resource.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Educated customers on company systems, form completion, and access to services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
Certificate - Nursing
SWATC
Cedar City, UT08.2007
Diploma - General Studies
Parowan High School
Parowan, UT06.1999
Skills
- Customer Service (10 years)
- Interpersonal Communication Skills
- CRM Software
- Maintaining call metrics
- Microsoft Office, Excel, Team's, Outlook
- Attention to Detail
- Dispatching quickly and efficiently
- Problem-solving abilities
- Active Listening
- Multi-Line Phone Systems
- Google Drive
- Multitasking Abilities GPS/Mapping
Assessments
- Customer service, Proficient, 05/01/22, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 04/01/22, Responding to customer situations with sensitivity
- Call center customer service, Proficient, 04/01/22, Demonstrating customer service skills in a call center setting
Languages
English
Native or Bilingual
Timeline
Customer Service/ Roadside Assistance Dispatcher
Horizon's HR
06.2023 - 11.2023
Cashier/Customer Service
KB's Express
09.2019 - 12.2020
Owner
Krystal Klean
03.2015 - 04.2019
Head Housekeeper/Inspector
Grand Lodge
09.2012 - 03.2015
Inbound Customer Service Representative & Outbound Sales Agent
AT&T
09.2010 - 07.2012
Certificate - Nursing
SWATC
Diploma - General Studies
Parowan High School
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