Krystle Mulay
Alexandria,VA
Summary
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, ad providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Associate
HBI
Alexandria Va, VA
01.2022 - Current
- Helped large volume of customers every day with apositive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Developed and actualized customer service initiatives to decrease wait times
- Responded to customer calls and emails to answer questions about products and services
- Helped large volume of customers every day with apositive attitude and focus on customer satisfaction
Community Moderator
GTArcade
08.2019 - Current
- Filled out reports regarding in game issues amongst the various platforms Provide correct reports and information regarding shifts to the supervisors or developers
- Contact Developers regarding major issues Assisting individuals with troubleshooting any issues they may have Provide excellent customer service.
Seasonal Call Center Customer Service Representative
WINE COUNTRY GIFT BASKETS
, VA
10.2019 - 01.2021
- Maintained good working relationships with co-workers and management
- Completed all assigned tasks prior to shift end
- Reviewed activities regularly to identify opportunities for improvement
- Addressed concerns quickly to avoid lasting issues
- Kept thework area organized and clutter-free
- Assisted team members and managers with tasks to maintain productivity and meet project milestones
- Followed established guidelines and procedures.
Certified Nurse Assistant/Caregiver
Westminster
Alexandria, MD
02.2010 - 11.2018
- Monitored vital signs and medication use, documenting variances and concerning responses
- Helped clients with personal needs from exercise to bathing and personal grooming
- Administered all necessary medications as directed by the care plan
- Maintained a clean and well-organized environment to promote client happiness and safety
- Reported concerns to supervisor to maintain optimal care for all client needs
- Directed patients in simple prescribed exercises, including passive and active ROM to maintain musculoskeletal functions and increase strength
- Developed strong and trusting rapport with each patient to facilitate the best possible care and assistance
- Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills, and adaptation to disability or illness
- Coordinated and administered medications and organized healthcare appointments to maintain optimal client health
- Examined and addressed lacerations, contusions, and other physical symptoms in need of further attention
- Oversaw and planned resident schedules by coordinating doctor appointments, exercise routines, recreational activities, and family visits
- Transported patients to and from medical, dental, and personal care appointments
- Took and recorded patient temperature, pulse, respiration, and blood pressure to monitor health statistics
- Documented information in patient charts and communicated status updates to the interdisciplinary care team
- Planned and prepared nutritious meals and snacks to meet client dietary requirements such as diabetes, low sodium, and high protein.
Personal Assistant
Towson, MD
02.2015 - 12.2015
- Handled incoming and outgoing correspondence, including mail, e-mail and faxes
- Enforced safety procedures in accordance with facility policies and government regulations
- Researched and collected options for best pricing on hotels, flights and home furnishings
- Organized personal and professional calendars, including reminders for upcoming meetings and events
- Prepared and updated office records, spreadsheets and presentations to support executive needs and enhance office efficiency.
Crew Member
Baltimore, MD
02.2008 - 09.2008
- Taught people about the ships we worked on Cooked Answered any questions customers had regarding the ships Worked together as a team to accomplish all duties
- Sanitized equipment and decks after each shift to remove leftover fish and carcasses.
Education
Associates - Arts and Science
Carroll Community College
05.2015
Bachelor of Science - Clinical Counseling And Therapy
St Leo University
Tampa, FL05.2023
Skills
- Adaptive team player Active listening
- Problem-solving abilities Schedule mastery
- Customer relations Inbound and outbound calling
- Courteous demeanor Office equipment proficiency
- High-energy attitude Conflict mediation
- Clerical support Data evaluation
- Technologically savvy Proper phone etiquette
- Spreadsheet management Cash management experience
- Child management Clean driving record
- Accurate and detailed Strong interpersonal skills
- Resourceful Customer-friendly
- Fast learning Medical terminology
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Verbal and Written Communication
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Customer Account Management
- Customer Retention Strategies
- Strong Analytical and Problem Solving Skills
- Billing Adjustments and Refunds
- Time Management
- Microsoft Office Suite
- Invoice Preparation and Processing
- Inbound and Outbound Calling
- Administrative and Office Support
- Refunds and Returns Management
- Establishing and Maintaining Customer Relationships
- Salesforce CRM
- Regulatory Compliance
- Inventory Management
- Merchandise Orders and Exchanges
- Document and Records Management
- Computer Proficiency
- Database Management
- LiveChat Messaging
- Call Volume and Quality Metrics
Accomplishments
- Fluent in English Understands grammar
Timeline
Customer Service Associate
HBI
01.2022 - Current
Seasonal Call Center Customer Service Representative
WINE COUNTRY GIFT BASKETS
10.2019 - 01.2021
Community Moderator
GTArcade
08.2019 - Current
Personal Assistant
02.2015 - 12.2015
Certified Nurse Assistant/Caregiver
Westminster
02.2010 - 11.2018
Crew Member
02.2008 - 09.2008
Associates - Arts and Science
Carroll Community College
Bachelor of Science - Clinical Counseling And Therapy
St Leo University