Krystal Moss
Kaplan,Louisiana
Summary
Strong and capable leader with a proven track record of solving problems, utilizing independent decision-making skills and sound judgement to drive positive outcomes for the company. Open to assuming additional responsibilities to support team objectives and enhance adaptability in diverse situations.
Overview
18
18
years of professional experience
Work History
Customer Service Representative and Team Leader
Activus Connect
08.2021 - Current
- Client Relations
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted regular quality assurance checks to ensure agents were meeting established guidelines and standards.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Managed a team of 20+ on performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Mechanic Shop Office Manager
KM Automotive LLC
12.2019 - 08.2021
- Maintained computer and physical filing systems.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed returns and warranties efficiently, minimizing financial loss for the company while maintaining positive customer relationships.
- Streamlined parts ordering process by establishing strong relationships with suppliers and maintaining up-to-date knowledge of available inventory.
- Conducted thorough research on specialized or hard-to-find parts, leveraging industry connections and expertise to locate the necessary components for customers.
- Assisted customers in finding appropriate parts promptly.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Recommended alternative parts if necessary and taught customers fundamentals of part modification and repair.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Ordered parts from various distributors to fulfill demands.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Maintained extensive understanding of common problems and methods for repair.
- Researched vehicles and parts via physical catalogs and electronic means.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Handled all customer service issues quickly to maintain high satisfaction levels.
- Assisted customers by responding to complaints and offering updates on back-ordered parts.
- Verified shipments against receipts and provided advice to customers about right type of parts needed for specific projects
Insurance Agent
Security Plan Insurance
05.2006 - 05.2007
- Built strong relationships with clients through consistent communication and excellent customer service.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Met with customers to provide information about available products and policies.
- Collected premiums on or before effective date of coverage.
Education
No Degree - Radio And Television Broadcasting
University of Louisiana Lafayette
LafayetteNo Degree - Business Information Systems
Remington College
Lafayette, LAHigh School Diploma -
Church Point High School
Church Point, LA05.2002
Skills
- Customer Service
- Call Center Experience
- Active Listening
- Critical Thinking - Problem-Solving Abilities
- Data Entry
- Customer Relations
- Computer Proficiency
- Conflict Resolution
- Microsoft Suite - Excel, Outlook, Teams, and Word
Timeline
Customer Service Representative and Team Leader
Activus Connect
08.2021 - Current
Mechanic Shop Office Manager
KM Automotive LLC
12.2019 - 08.2021
Insurance Agent
Security Plan Insurance
05.2006 - 05.2007
No Degree - Radio And Television Broadcasting
University of Louisiana Lafayette
No Degree - Business Information Systems
Remington College
High School Diploma -
Church Point High School
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