Misty Parker
Owasso,OK
Summary
Exceptional CRS Agent with the Department of Natural Resources, recognized for enhancing customer satisfaction through effective problem-solving and clear communication. Proven ability to manage high-stress situations while resolving complaints, contributing to sales growth, and mentoring new hires. Committed to fostering relationships and ensuring a positive client experience.
Overview
6
6
years of professional experience
Work History
CRS Agent
Department of Natural Resources
02.2020 - Current
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
GED -
Southwestern Consolidated Schools
Hanover, IndianaNo Degree - Psychology/Abnormal Psychology
Ivy Tech Community College of Indiana
Madison, IN08-2009
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Relationship building
- Clear communication
- Organizational skills
- Goal-oriented mindset
- Customer complaint resolution
- Call management
- Ensuring customer satisfaction
- Critical thinking
- Conflict resolution
- Public speaking
- Sales closing
- Schedule management
- Stress management
- Customer needs determination
Timeline
CRS Agent
Department of Natural Resources
02.2020 - Current
GED -
Southwestern Consolidated Schools
No Degree - Psychology/Abnormal Psychology
Ivy Tech Community College of Indiana
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