KRYSTEN BANDA
BROWNSVILLE,TX
Summary
With over 16 years experience in Customer Service i have worked at Call centers as a Customer Service Representative for about 12 years CSR 1&2 WAGE GARNISMENT, Bank of America, Dept of Ed,marketplace , Sales/Retail Sales, Restaurant work. Willing to train to attain required job skills.
Seeking employment in Customer Service work in Sales/Retail Sales, Cashier, Customer Service Representative Call Centers, want to work where I will be able to apply my experience, skills and abilities.
Dependable employee establishes rapport and trust with patients and helps complete daily living tasks to enhance quality of life. Driven to prioritize individual needs with attention to important details. Valued as accommodating, kind-hearted team player dedicated to expanding knowledge and responsibilities. Level-headed professional with extensive experience helping patients and clients with self-care and day-to-day tasks. Kind and punctual individual assists with nursing treatments, supports diagnostic procedures and provides companionship. Passionate about improving well-being of others and providing compassionate treatment to patient community.
Overview
19
19
years of professional experience
Work History
Provider
Angeles Home Health
01.2011 - Current
- Took care of my patient, included making breakfast, lunch, dinner and cleaning home
- Also helped her with daily activities she was not able to preform.
- Assisted patients with mobility issues through gentle physical therapy exercises designed to improve strength, flexibility, and range of motion.
- Administered medication as directed by physician.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
SME Team Leader
Wipro
12.2021 - 09.2023
- Empowered team members by offering opportunities for skill development through workshops, seminars, and online courses tailored to their professional growth needs.
- Maintained open channels of communication with senior leadership regarding SME Team Leader''s achievements in meeting targets or exceeding expectations.
- Mentored new employees, providing comprehensive onboarding support and guidance to ensure smooth integration into the team.
- Maintained database systems to track and analyze operational data.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
- Proactively communicated potential process improvements identified through daily work activities to supervisors for consideration in future updates or enhancements within the department''s operations plan framework.
- Collaborated closely with other departments to address cross-functional concerns efficiently.
- Streamlined chat support processes for increased efficiency and reduced response time.
- Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
- Provided constructive suggestions on how to enhance user interface design based on customer feedback received during chat sessions.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Supported coworkers during peak periods by managing overflow chats as needed to maintain optimal service levels for all customers served.
- Collaborated with team members to improve overall performance, sharing best practices and addressing challenges together.
- Developed comprehensive knowledge of product offerings to provide accurate information and personalized recommendations.
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
- Successfully maintained a positive, professional demeanor even during challenging customer interactions, serving as a role model for other chat support specialists and contributing to a positive team culture that prioritized excellent service delivery above all else.
- Delivered exceptional service quality with empathetic and attentive communication skills.
- Trained new team members on live chat procedures and customer service protocols.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
- Facilitated regular team meetings to review progress, discuss challenges, and devise solutions for continuous improvement.
Licensed Insurance Agent
TTEC
03.2021 - 12.2022
- Calculated quotes and educated potential clients on insurance options.
- Provided coverage option information to assist clients in protecting assets.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Generated leads through cold-calling, networking and other outreach methods.
Customer Service Representative 1 & 2
Maximus
07.2017 - 10.2020
- Answered calls inbound and outbound to employers as ler wage garnishments and assisted consumers with their needs, repayment plans, payments, fraud dept for debit cards, basic information on accounts or health insurance, input all person information into the database
- Mentor
- 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.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded proactively and positively to rapid change.
Office Assistant
Mary Kersey & Associates Real State
01.2018 - 01.2019
- File paperwork for all properties from work done on properties and information of tenants
- Sent out to run errands for boss, help make payments and sort paperwork to file taxes.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Handled payroll duties accurately ensuring all employees received their paychecks on time.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
Healthcare Insurance Representative
Teleperformance Call Center
06.2013 - 04.2014
- Provided amounts and co pays for clients and understanding health insurance plans l
- Approving or sending correspondences.
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Performed policy renewal and record retention.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Evaluated incoming applications against underwriting guidelines to identify potential fraud or non-compliance concerns.
CSR
Advance call Center
01.2015 - 01.2017
- Assisted with daily activity on account, providing information on accounts, unlocking cards, filings fraud disputes, sending temp or new cards to clients.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed and updated databases to handle customer data.
Customer Service Representative 1 & 2
Maximus
09.2013 - 04.2014
- Answered calls inbound and outbound to employers as ler wage garnishments and assisted consumers with their needs, repayment plans, payments, fraud dept for debit cards, basic information on accounts or health insurance, input all person information into the database
- Mentor
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Convergys inc
10.2012 - 04.2013
- Helped customers with cable issues, make payments, trouble shooting on all types of issues.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Rep
American Customer Care
07.2011 - 08.2012
- Answered calls and did trouble shooting steps with customers and answered any questions or concerns about their Nook devices.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Cashier/Stocker
Marshalls
09.2009 - 12.2009
- Customer Service, Cashier; Money Handling, Back Stock and Stocking work.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Answered questions about store policies and addressed customer concerns.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Waitress
Jorges Restaurant
02.2007 - 02.2009
- Customer Service and Server duties.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials, and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
Cashier/Stocker
Marshalls
05.2005 - 07.2006
- Customer Service, Cashier; Money Handling, Back Stock and Stocking work.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Stocked, tagged and displayed merchandise as required.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed inventory control, such as counting, and stocking merchandise.
Education
Skills
- Data Entry Terminal (PDT, Mainframe Terminal, etc)
- EMail Software (Outlook, Thunderbird, etc)
- Internet Browser (Internet Explorer, Firefox, etc)
- Peripheral Devices (Scanners, Printers, etc)
- Personal Computers
- Word Processing Software (Word, WordPerfect, etc)
- Network Troubleshooting
- Remote Support
- Operating System Knowledge
- Hardware troubleshooting
- CRM Software
- Virtualization Technologies
- Fast Learner
Top Professional References
- Angel Rivera Medina-(787)-981-5952
- Kenneth Sosa-(956)-6443-7005
References
- SGT. Jose R Banda, (Brother) Recruiter for U.S. MARINE CORP, (786) 889-0489
- Maribel Santana, (Friend) 956-579-3887
- Samantha Sanders (Friend) 956-617-2042
- Shanntel Cana (Friend) 956-442-9159
- Emily Banda (Family) 956-442-0077
Timeline
SME Team Leader
Wipro
12.2021 - 09.2023
Licensed Insurance Agent
TTEC
03.2021 - 12.2022
Office Assistant
Mary Kersey & Associates Real State
01.2018 - 01.2019
Customer Service Representative 1 & 2
Maximus
07.2017 - 10.2020
CSR
Advance call Center
01.2015 - 01.2017
Customer Service Representative 1 & 2
Maximus
09.2013 - 04.2014
Healthcare Insurance Representative
Teleperformance Call Center
06.2013 - 04.2014
Customer Service Representative
Convergys inc
10.2012 - 04.2013
Customer Service Rep
American Customer Care
07.2011 - 08.2012
Provider
Angeles Home Health
01.2011 - Current
Cashier/Stocker
Marshalls
09.2009 - 12.2009
Waitress
Jorges Restaurant
02.2007 - 02.2009
Cashier/Stocker
Marshalls
05.2005 - 07.2006
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