Krystal Thomas
Chicago,IL
Summary
With over 10 years of diverse experience in customer service, banking, and logistics, I excel at growing customer accounts and delivering exceptional service. My proactive problem-solving and organizational skills have driven client base expansions and seamless operational efficiencies. Known for my excellent interpersonal, analytical, and organizational abilities, I consistently anticipate challenges and present quick, efficient solutions.
Overview
9
9
years of professional experience
Work History
Sales Client Advisor
Berman Subaru of Chicago
08.2024 - Current
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Maintained in-depth knowledge of industry trends and products, ensuring accurate guidance for clients.
- Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
- Converted current customers from the Service department to Sales
- Negotiated pricing and financing options to clients
- Successfully closed 60% of online and phone leads
- Achieved 100% customer satisfaction in NPS
Rideshare driver
Uber / Lyft
01.2024 - 08.2024
- Provided 5-star customer service by ensuring safe driving and a comfortable trip
- Maintained a high rating through effective communication and customer satisfaction
Operational Customer Success Coordinator
Uber Freight
02.2019 - 01.2024
- Supported existing customer accounts with exceptional customer service, addressing and resolving customer and partner needs with transparency and efficiency
- Built, scheduled, and secured loads in internal systems, ensuring seamless logistics operations
- Collaborated with Account Managers to escalate and resolve issues such as payment concerns, tracking discrepancies, and appointment rescheduling
- Anticipated challenges and presented quick, efficient solutions to support account managers
- Managed operational issues in freight movement, ensuring timely resolution
- Played a key role in the development, implementation, and automation of Standard Operating Procedures used in daily operations to enhance efficiency and consistency
Customer Care Representative
AT&T
06.2018 - 02.2018
- Assisted customers with wireless, television, and internet services in an inbound call center, ensuring a high level of satisfaction
- Processed payments and arranged payment plans, providing clear and accurate information
- Delivered technical and operational support, offering real-time assistance and immediate resolution to customer inquiries
- Set proper expectations about services and maintained a professional demeanor
Driver Care Specialist
Grubhub
09.2016 - 01.2018
- Managed inbound and outbound calls to assist drivers with live issues, providing timely technical and operational support
- Maintained high issue resolution rates per hour, troubleshooting application issues with drivers and restaurants
- Provided real-time updates and customer service to restaurants and diners during delivery issues, ensuring smooth operations and satisfaction
Teller I
Seaway Bank
12.2015 - 09.2016
- Managed cash limits and transactions, including deposits, check cashing, issuing cashier's checks, money orders, cash advances, and fund transfers
- Balanced cash drawer and ordered inventory, maintaining accurate records and ensuring sufficient supply
- Delivered high-level customer service for all banking transactions, enhancing customer experience
- Responsible for customer referrals, contributing to the bank's client growth
Education
Richard J. Daley College
Chicago05.2009
Skills
- Problem Solving
- Leadership
- Teamwork Skills
- Communication
- Customer Support
Personal Information
Title: Customer Success Agent
Timeline
Sales Client Advisor
Berman Subaru of Chicago
08.2024 - Current
Rideshare driver
Uber / Lyft
01.2024 - 08.2024
Operational Customer Success Coordinator
Uber Freight
02.2019 - 01.2024
Customer Care Representative
AT&T
06.2018 - 02.2018
Driver Care Specialist
Grubhub
09.2016 - 01.2018
Teller I
Seaway Bank
12.2015 - 09.2016
Richard J. Daley College
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