Krystal L. Trice
Raleigh,NC
Summary
Dedicated to a customer success process that ensures customers understand, internalize, and experience the value of a product or service throughout the duration of their journey with the company. Knowledgeable and dedicated customer service professional with extensive experience in telecommunications 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. Specialize in quality, speed and process optimization. Responds to and manages complaints and escalations from clients and customers for the organization . Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Serve Customers First, Move Faster, Act Boldly, Win As One.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Sales Consultant
AT&T
Raleigh, NC
07.2011 - Current
- Educated customers on promotional options, sales policies and methods for obtaining
- Cultivated and strengthened account relationships to achieve and exceed company targets.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Managed over 35 to 40 customer calls per day
- Customer Support Policies, Standards and Procedure
- Data Analysis Tools
- Knowledge of customers
- Service Request Management Process
- Superior analytical skills coupled with sound instincts and broad understanding of the mobility industry.
- Comfortable communicating with customers who are victims of fraud and remain engaged through the entire escalation lifecycle.
- Excellent written and verbal communication skills
- Maintained positive and professional attitude toward customers to foster positive experiences.
Education
SBAM -
Bachelor of Arts - Psychology
North Carolina Central University
Durham, NC05.2006
Skills
- Professional telephone demeanor
- Complaint resolution
- Account management
- Order fulfillment
- Service standard compliance
- Sales expertise
- Communications management
- Research methods
- Fact checking
- Written Communication
- Customer Service
- Problem solving ability
- Client communication
- Fraud detection
- Data analysis
Certification
- Lean Six Sigma White Belt Certified - 2021
Technology
Salesforce, SAP, Microsoft Word, Microsoft Excel, CRM
Timeline
Customer Experience Sales Consultant
AT&T
07.2011 - Current
SBAM -
Bachelor of Arts - Psychology
North Carolina Central University
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