Summary
Overview
Work History
Education
Skills
Timeline
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Kristina Sparks

Operations Lead
San Diego,CA

Summary

Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.

Overview

1
1
year of post-secondary education
8
8
years of professional experience

Work History

Operations Lead

AutoAnything
Remote, Remote
04.2020 - Current
  • Motivated and trained employees to maximize team productivity.
  • Conducted root cause analysis in deficient areas to identify and resolve central issues.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Reviewed associate performance each month to identify training needs.
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Conferred with senior management to handle and correct disciplinary or knowledge issues.
  • Motivated customer service agents to clear email back log of 11,000 in 6 weeks.

Customer Service Specialist

AutoAnything
Remote
09.2018 - 04.2020
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted upwards of 50 customers a day via chat, and 100 customers a day via email.

Customer Service Consultant

Wayfair
Eugene, OR
01.2020 - 03.2020
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Communicated with management about trends in customer calls to help team efficiency and success.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered constant flow of customer calls with minimal wait times.

Logistics Administrative Assistant

Suna Solutions
San Diego , CA
05.2018 - 09.2018
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Managed filing system, entered data and completed other clerical tasks.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.

Customer Service Representative

AutoAnything
San Diego, CA
11.2016 - 11.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Answered constant flow of customer calls with minimal wait times.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.

Customer Relations

Ikea
San Diego, CA
11.2013 - 05.2016
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Assistant Manager

Advance America
Jacksonville , FL
05.2011 - 10.2012
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Increased sales revenues by promoting complementary products and educating customers about store promotions.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Reviewed sales and gross profit reports to determine options for increasing market growth.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.

Education

Some College (No Degree) -

Word of Life Bible Institute
Hudson, FL
09.2007 - 08.2008

Skills

Customer Relations

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Timeline

Operations Lead

AutoAnything
04.2020 - Current

Customer Service Consultant

Wayfair
01.2020 - 03.2020

Customer Service Specialist

AutoAnything
09.2018 - 04.2020

Logistics Administrative Assistant

Suna Solutions
05.2018 - 09.2018

Customer Service Representative

AutoAnything
11.2016 - 11.2017

Customer Relations

Ikea
11.2013 - 05.2016

Assistant Manager

Advance America
05.2011 - 10.2012

Some College (No Degree) -

Word of Life Bible Institute
09.2007 - 08.2008

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Kristina SparksOperations Lead