Krystalynn Landford
Springfield
Summary
Detail-oriented and driven professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions, and commitment to providing exceptional customer service. Specializes in conflict resolution, communication skills, problem-solving abilities, and is skilled in training and mentoring new employees on processes, and policies in support of team and business objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Specialist Ll/Functional Facilitator
CareSource
Dayton
11.2021 - Current
- Assists members with a warm, professional attitude.
- Handles chats, inbound calls, and outbound calls.
- Manages members' accounts.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Resolved customer complaints promptly and efficiently.
- Demonstrated excellent problem solving skills to diagnose complex issues quickly.
- Edited training materials and conducted training sessions for incoming employees.
- Identified training needs, created learning materials, and conducted regular training sessions.
- Analyzed training needs to modify existing programs.
- Assisted with training new associates and cross-training existing associates.
- Utilized various software and tools to optimize performance.
- Demonstrated excellent multitasking abilities while performing various duties simultaneously.
- Worked effectively in team environments to make the workplace more productive.
Customer Service Representative
L Brands
Dayton
06.2017 - 05.2021
- Seasonal Supervisor role that overlooked employees' progress, attendance, calls, and statistics.
- Resolved payment and order disputes.
- Confirmed payments, refunds, etc..
- Handled emails, inbound calls, outbound calls, chats, and emails
- Assisted customers with payments, orders, fraud activities, and credit card inquiries
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
- Answered incoming customer calls regarding product questions, sales inquiries, and complaints.
- Established productive working relationships with co-workers through open communication, collaboration and team work.
Education
High School Diploma -
Northridge High School
Dayton, OH05.2014
Skills
- Software Utilization
- Customer Service
- Computer Operation
- Communication Skills
- Leadership
- Team collaboration
- Communication skills
- Time management
- Problem solving
- Call handling
- Multitasking capacity
- Problem-solving abilities
- Professional phone voice
- Issue follow up
- Call documentation
- Employee training
- Organizational skills
- Coaching and mentoring
- Professionalism
- Excellent communication
- Decision-making
Certification
Mental Health First Aid, 04/01/22, Present
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Employee of the month October 2022 and January 2024
- Top 5 Employee January 2024
Timeline
Customer Care Specialist Ll/Functional Facilitator
CareSource
11.2021 - Current
Customer Service Representative
L Brands
06.2017 - 05.2021
High School Diploma -
Northridge High School
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