Kristie Mays
Columbus,GA
Summary
Experienced customer service representative with strong oral and written communication skills, active listening abilities, and analytical problem-solving capabilities. Dedicated to enhancing customer experiences through service-oriented behaviors, understanding customer desires, and providing customized solutions to foster loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Conduent Call Center
08.2024 - Current
- Documented and detailed over 60 calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Senior Resolution Coordinator
Walmart
07.2023 - 07.2024
- Drafted written responses to customer inquiries in a timely manner while following established guidelines.
- Identified any potential risks associated with resolving customer issues before making final decisions.
- Reviewed existing processes for resolving customer issues and proposed changes where necessary.
- Provided insights into the effectiveness of current processes used for addressing complaints from customers.
Customer Service Advocate
tegria
03.2022 - 05.2023
- Answered inbound calls to greet and assist customers with various needs and questions
- Handled escalated callers to reach positive outcomes
- Shared insights with management regarding member inquiries, concerns and complaints
- Addressed customer concerns and complaints and resolved issues promptly
- Documented detailed notes in CRM system to track customer interactions
- De-escalated customer complaints using specialized communication techniques
- Returned customer calls and responded to inquiries and complaints
Senior Customer Service Advocate
IQOR
01.2021 - 03.2022
- Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis
- Documented conversations with customers to track requests, problems, and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Assisted customers in making payments on accounts and setting up payment plans
Customer Service Representative
Anthem
10.2019 - 05.2020
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Answered over 40 calls or emails daily from customers and assisted with special requests or resolving complaints
Assistant Manager
lucky food mart
01.2014 - 05.2019
- Supervised hourly and temporary personnel, providing work direction, and reviewing work processes
- Collaborated with store manager to direct and delegate work assignments and verify execution of plans and strategies across store
- Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered
- Coordinated work handoffs and schedules with other Shift Managers
- Developed and maintained effective working relationships with team members, management, and customers to boost company productivity and morale
- Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management
Education
Associate of Applied Science - medical
Miller Motte Technical College
Columbus, GA01.2018
Skills
- Call center operations
- Skilled in client engagement
- Proficient in call escalation
- Service excellence
- Documentation of customer complaints
- Effective conflict resolution
- Detail-oriented data management
- Account information updates
- Critical thinking expertise
- Proficient in active listening
- Skilled in simultaneous task execution
Timeline
Customer Service Representative
Conduent Call Center
08.2024 - Current
Senior Resolution Coordinator
Walmart
07.2023 - 07.2024
Customer Service Advocate
tegria
03.2022 - 05.2023
Senior Customer Service Advocate
IQOR
01.2021 - 03.2022
Customer Service Representative
Anthem
10.2019 - 05.2020
Assistant Manager
lucky food mart
01.2014 - 05.2019
Associate of Applied Science - medical
Miller Motte Technical College
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