Call Center agent/Retention Specialist

KRISTI LEE ALLRED

Fairfield, ***** CA

ad5xj0@r.postjobfree.com / 916-***-****

SUMMARY

Dedicated and results-oriented Customer Service Advisor with several years of experience in delivering exceptional client support. Proficient in fostering positive relationships with customers through effective communication and problem-solving skills. Skilled in handling inquiries, resolving complaints, and ensuring customer satisfaction. Proven ability to thrive in fast-paced environments while maintaining a high level of professionalism and efficiency. Adept at utilizing CRM systems and other tools to streamline processes and enhance service delivery. Committed to delivering superior customer experiences and contributing to the overall success of the organization. SKILLS

Communication

Active Listening

Customer Service

Sales Techniques

Product Knowledge

Problem-Solving

Adaptability

Time Management

Technology Proficiency

Team Collaboration

Resilience

Empathy

Negotiation

Multitasking

Relationship Building

CRM Software

Customer Complaint Resolution

Customer Needs Assessment

Business Development

TECHNICAL SKILLS

Customer Service, Customer Support/Customer Care, Conflict Resolution, Retail Sales, Senior Care, Account Management, Data Entry, Claims Processing, Order Entry, Scheduling, Billing, & Collections, Reporting Skills, Leadership

& Team Collaboration, Health Maintenance Organization, Written & Verbal Communication Skills, Time Management, Decision-making, Problem-solving Skills, Analytical Skills, Interpersonal Skills, Adaptability Flexibility, Sound Judgment, Detail-oriented, Active Listening Skills, Organizational Skills, Ability to Multi-task, Microsoft Office: Word, Excel, Outlook, POS

EXPERIENCE

Customer Service/Sales Agent / Camping World, Rocklin - CA Consistently achieved and exceeded monthly sales targets by an average of 20%, resulting in a 15% increase in revenue.

Maintained a customer satisfaction rating of 95% based on post-interaction surveys, exceeding the company's benchmark of 90%.

Successfully resolved an average of 25 customer inquiries per day, resulting in a 30% reduction in customer escalations.

Utilized CRM software to manage a database of 500+ leads, resulting in a 25% increase in lead conversion rates. Contributed to a team that achieved a 95% customer retention rate by providing exceptional service and KA

maintaining strong customer relationships.

Order Agent / Tascor - Roseville, CA

Process and manage an average of 100 customer orders per day with a high level of accuracy. Ensure a 98% or higher accuracy rate in entering order information into the company's system. Respond to customer inquiries and provide order status updates within 24 hours, maintaining a customer satisfaction rate of 90% or higher.

Coordinate with internal departments, reducing order fulfillment time by 15% through streamlined communication and collaboration.

Monitor and track order progress, reducing order discrepancies by 20% through proactive problem-solving and attention to detail.

Customer Service Advisor / Woodland & Lodi - Blue Shield, CA Exceed monthly performance targets by achieving 10% above the designated metrics for response time and resolution rate.

Participate in 20 hours of ongoing training and development per quarter to stay updated on product knowledge and customer service best practices.

Handle an average of 50 customer interactions per day while maintaining quality and efficiency. Collaborate with team members to contribute to a departmental goal of achieving a customer satisfaction score of 95% within the fiscal year.

Actively contribute suggestions that lead to a 15% improvement in customer service processes and procedures over the quarter.

Customer Service Advisor / Foundation Health - Carmichael, CA Successfully managed communication between 50+ customers and internal teams daily. Specialized in processing and tracing 100+ HMO policies and claims per week, maintaining an accuracy rate of 98%.

Utilized strong analytical and leadership skills to train 10+ new advisors, resulting in a 20% improvement in customer satisfaction scores.

Stayed abreast of industry trends, federal laws, and company products, attending 3 training sessions per quarter. Mentored 5 junior advisors, leading to a 30% increase in efficiency and a 15% reduction in customer complaints. Customer Service Advisor/Customer Retention Specia / Black Mountain Spring Water - San Carlos, CA Demonstrated expertise in maintaining strong customer relationships, resulting in a 20% increase in customer retention rates.

Implemented targeted retention strategies, resulting in a 15% reduction in customer churn within the first quarter. Utilized active listening and problem-solving skills to address customer concerns, achieving a 95% customer satisfaction rating.

Developed personalized solutions to meet individual customer needs, leading to a 25% improvement in customer loyalty.

Collaborated with cross-functional teams to identify and resolve customer pain points, contributing to a 10% increase in overall customer satisfaction scores.

EDUCATION AND TRAINING

Aragon High School - San Mateo, CA 1987

IN-HOME SUPPORT (IHSS)

Placer and Sacramento county

Assisted clients in their homes with domestic services. Daily tasks, Cooking, Cleaning, Laundry Shopping, dispensed meds as directed, and transporting clients to and from appointments In-home support/Private pay

provided in-home care for dementia patient. daily tasks were cooking cleaning, laundry, and meds administered as prescribed.

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