Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Christy Baker

Camak

Summary

Dynamic customer service professional with extensive experience at Senture, excelling in conflict resolution and CRM software utilization. Proven track record of enhancing customer satisfaction through effective problem-solving and active listening. Recognized for maintaining high productivity while fostering strong customer relationships, ensuring compliance, and delivering exceptional service in challenging situations.

Overview

22
22
years of professional experience

Work History

CSR/Temp Chat Navigator

Senture
London
07.2023 - Current
  • Managed multiple tasks simultaneously while providing excellent customer service experience.
  • Provided customer service support to customers over the phone and by email.
  • Handled customer inquiries and complaints in a timely manner.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Demonstrated excellent verbal communication skills when interacting with customers.
  • Researched required information using available resources.
  • Adhered to company's established protocols for handling confidential data.
  • Provided guidance on product features and benefits as well as troubleshooting techniques.
  • Maintained up-to-date knowledge of company products and services.
  • Participated in team meetings or training sessions when necessary.
  • Updated job knowledge by participating in educational opportunities.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.
  • Ensured compliance with applicable laws and regulations for provision of services.
  • Documented all conversations with customers in CRM software according to company standards.
  • Identified customer needs and provided appropriate solutions.
  • Consulted with customers regarding needs and addressed concerns.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Scanning Coordinator/Auditor

Food City
Cumberland
11.2022 - 07.2023
  • Coordinated with other departments to ensure timely completion of scanning projects.
  • Oversaw production staff responsible for performing daily scanning activities.
  • Created and maintained accurate records of all scanned documents.
  • Maintained scanning equipment and reported any malfunctions or maintenance needs.
  • Identified areas for improvement in existing scanning processes and procedures.
  • Utilized advanced imaging techniques such as OCR technology.
  • Tracked progress on individual projects and provided regular updates to management.
  • Monitored document workflow throughout the organization's system.
  • Followed up on customer requests regarding document scans or data entry errors.
  • Resolved issues related to scanning processes, such as image quality or file formats.
  • Ensured that all documents were properly indexed before being stored in a database.
  • Assisted in training new personnel on proper use of scanners and other equipment.
  • Performed quality assurance checks to ensure accuracy of scanned documents.
  • Reviewed scan logs regularly to ensure accuracy of information entered into the system.
  • Provided technical assistance with scanning processes, software, and hardware.
  • Conducted price audit scans and documented results in software.
  • Greeted customers and delivered excellent customer service to promote sales and repeat business.
  • Completed price changes and maintained proper signage for product displays.
  • Coordinated seasonal and promotional marketing collateral and executed signing packages.
  • Addressed pricing discrepancies by researching original price and fixing inaccurate information.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Stay at Home Mother

Self-employeed
Cumberland
11.2003 - 09.2021
  • I was a stay at home mom to my Special Needs Daughter until she passed away in Sept of 2021. She was a blessing beyond the imagination! She was total 24/7 care which I gladly provided. After her passing I did take some time to Greive and to regroup before finding employment

Education

GED -

Adult Education
Lexington, KY
01-1993

Skills

  • Customer service
  • CRM software
  • Conflict resolution
  • Time management
  • Active listening
  • Technical troubleshooting
  • Customer relationship management
  • Problem solving
  • Complaint handling
  • Customer focus
  • Call center experience
  • Complaint resolution
  • Punctuality and reliability
  • Proofreading
  • Verbal and written communication
  • Customer relations
  • Customer consulting
  • Grammar
  • Task prioritization
  • Product knowledge
  • Data entry
  • Communication skills

References

References available upon request.

Timeline

CSR/Temp Chat Navigator

Senture
07.2023 - Current

Scanning Coordinator/Auditor

Food City
11.2022 - 07.2023

Stay at Home Mother

Self-employeed
11.2003 - 09.2021

GED -

Adult Education

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Christy Baker