Krystina Tu
D'iberville,MS
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Multifaceted Customer Service Representative with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Remote Lead Customer Service Representative
SYKES
Miami, FL
02.2020 - 09.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed and updated databases to handle customer data.
Remote Billing Specialist
Molina Healthcare
Long Beach, CA
06.2017 - 02.2020
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Provided excellent customer service, developing and maintaining client relationships.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
- Worked with multiple departments to check proper billing information.
- Monitored customer accounts to identify and rectify billing issues.
- Processed and verified invoices to secure accuracy of billing information.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
- Responded to customer concerns and questions on daily basis.
- Maintained accurate records of customer payments.
- Handled account payments and provided information regarding outstanding balances.
- Utilized various software programs to process customer payments.
Customer Service Representative
Beau Rivage Resort & Casino
Biloxi, MS
05.2015 - 05.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
Education
BBA - Business Administration And Management
University of Southern Mississippi
Long Beach, MS 09.2017 - 05.2021
MBA - Business Administration
Mississippi Gulf Coast Community College
Gulfport, MS 09.2015 - 05.2017
High School Diploma -
Biloxi High School
Biloxi, MS 08.2011 - 05.2015
Skills
Account management
Money handling abilities
POS systems expert
Multi-line phone talent
Service standard compliance
Medical terminology knowledge
Professional telephone demeanor
Database Management
Complaint resolution
Service recommendations
Bilingual Vietnamese
Problem-solving
MS Office expert
Accounts payable specialist
Bookkeeping
Finance
Multitasking Abilities
Exceptional organization
Timeline
Remote Lead Customer Service Representative
SYKES
02.2020 - 09.2023
BBA - Business Administration And Management
University of Southern Mississippi
09.2017 - 05.2021
Remote Billing Specialist
Molina Healthcare
06.2017 - 02.2020
MBA - Business Administration
Mississippi Gulf Coast Community College
09.2015 - 05.2017
Customer Service Representative
Beau Rivage Resort & Casino
05.2015 - 05.2017
High School Diploma -
Biloxi High School
08.2011 - 05.2015