Call Center Customer Service

Khristi A. Ford

Summary:

**+ years of experience in customer service standards

Call Center Representative versed in customer support in high call volume computer skills and telephone etiquette.

Posse’s strong analytical, problem solving, and multitasking skill

Demonstrated ability to work with multiple levels of Management, industry peers, a represented workforce and internal and external customers

Conflict resolution proficiency

Devoted to data integrity

Strong problem-solving ability

Troubleshooting skills

Telecommunications knowledge

Dedicated to process improvement

Employee relations specialist

Meet goals and deadlines

Assisted in the upkeep of morale in the Call Center

QAT (Quality Assurance Team) Member

Shipping / Receiving (Inbound /Outbound) warehouse freight

Clerical Skills: Microsoft Word, Publisher, Windows 10, Excel, and PowerPoint

AS400

Genesis

P-card coding

Remote

Education:

High School Drama, Wilmer Hutchins: May 1992

Bachelor of Art Fashion Design, Bauder Fashion College: Jan 1997

oFashion Design

Associates, Mountain View College: Aug 1995

Obtain A Minor Certification in Mid-Management @El Centro Community College

Associates of Art, University of Argosy, Phoenix, AZ

Bachelor of Art, University of Argosy, Phoenix, AZ

Bachelor of Art, South University, Pittsburg, PA

Accomplishments:

Customer Assistance

Work with company systems such as live support and diligently completed all assigned tasks working with overtime as needed

Quality Communication

Interacted with 50+ affiliate stations reliable and high-speed delivery to major businesses and customers

Auditor-Vendor Code Compliance

Assist in managing of company policy and violations of merchandise through a data base maintenance software program AS400 verified edited and modified violation information

Shipping / Receiving Lead

Shipping/ Receiving Perform a variety of assignments both technical and clerical to receive, inspect, store receive and ship material

Responsible for keeping records of all products shipped and received in the company

Develop mailing labels and shipping documents and ensure that all orders have been filled correctly

Work Experience:

THERMO Fisher Scientific (Lancesoft-temp) November 2023-February 2024

Inventory control coordinator

Meeting supply chain objectives

Manage inventory and filing system

Performing complete inventory checks of all stock and supplies

Overseeing teams of inventory workers

Received merchandise and fulfillment of customers orders

Inbound/outbound shipments that arrive at facility

Storage of products that remain on site as active inventory for sale

Swift Transportation LANCTX-Terminal September 2022- June 2023

Logistics Specialists / Transportation Coordinator

Respond to driver’s operational needs and questions regarding schedule, loads, paperwork etc.

Escalate calls for emergency situations involving law enforcement and/or driver compliance.

Dispatch drivers on pre-planned loads and complete all corresponding data entry and/or paperwork.

Resolve load targets and work with appropriate parties to address customers' special needs/requests as it relates to load planning and/or on-time delivery.

Promote driver safety at all times

Travis County Rental Assistance Program

Eligibility Specialist Lead (Remote)

October 2021- July 2022

Reviewing tenant rent applications for eligibility to ensure they meet all programs: process application and utilities completion.

Determine client eligibility for social services such as healthcare, employment, veterans and other public assistance programs.

Conduct outreach activities such as publicizing new programs to the community.

Interview clients/ prospective clients to determine their eligibility for wide range of social services.

Gather and verify information and divert the client to other programs/services if need be.

Provide general office/administrative support as needed.

Select Source International-Contract (BinaxNOW KITS), Irving, TX: Oct 2020 – September 2021

Production Supervisor (Inventory & Logistics Specialist)

Communicated a work plan to examine covid-19 test kits via site approval

Built on foundation of people, process, and technology by providing full life cycle Administrative

Management of workers with direct sourcing

Maintained a daily work attendance-log while engaging with superiors, management and team crew leads to communicate the appropriate protocol of safety while producing covid-19 test kits

Adhere to site guidelines based on Quality Management Systems (QMS), Environmental Management Systems (EMS), through regulatory requirements

Dallas Transfer & Terminal, Dallas, TX: Oct 2019 - Mar 2020

Warehouse Manger/ Logistics Lead

Ensure the warehouse operates at peak efficiency, with customers satisfaction being the primary goal, by supervising, organizing, directing, and training warehouse employees and establishing, monitoring, and managing operational goals

Supervise daily activities of the warehouse, include quality assurance, inventory control, space management, logistics, floor productivity, shipping, and customer service

Direct, schedule planning and coordinate the warehouse storage and distribution operations

Oversee the safe receipt, storage, retrieval and timely dispatch of products

Oversee and manage logistics utilized to transport products to customers and internal facilities, communicating with drivers to ensure efficient delivery of packages

Meet regularly with warehouse leads to review, analyze, and develop actionable plans for productivity and loss prevention

Schedule and oversee warehouse team to meet the demands of the fulfillment center and manage the flow and quality of work to maximize efficiency and minimize overtime

Pratt Retail, Dallas, TX: Oct 2016 - Jun 2019

Shipping Lead

Ensure all shipping/ receiving documents are correctly maintained

Support daily shipments of customer ordered materials

Complete all shipment preparation prior to shipment date

Assist in resolving issues, deadlines, and assignments

Work with management to ensure compliance and time deadlines are met

Supervise all personnel assigned in the shipping department

Abide by all EHS action plans, compliance, and MSDS Documentation

Perform all other duties as assigned

Maintain good rapport with drivers and customers

Kohl’s Distribution Center, Desoto, TX: Jun 2016 - Dec 2016

QA Analyst

Received and sort damage packages for violations

Photo-shot of merchandise

Edit/ modify input of merchandise into computer base

Followed up with vendor compliance to oversee violations

Ross Department Store, Dallas, TX: Jun 2015 - Nov 2016

Shipping/ Receiving Clerk

Shipping/ Receiving freight

Parcel unwrap and arrange

Stock entire store

Order supplies and inventory

Trace merchandise for items in transit

Educate new hires on policy and procedures of stocking merchandise

Make IT Happen! Entertainment/Promotions (Non-Profit), Duncanville, TX: Feb 2009 - Present

CEO / Management

Setting up shows for local artist

Promoting and scheduling bookings

Manage new artist accounts, photo shoots

Bookkeeping, Accounts Payable

Production Schedule (PS) Internal Operating Plan (IOP).

Credit Solutions, Richardson, TX: Dec 2008 – Mar 2009

Settlement Advisor

Settlement advisor between creditor and client

Help negotiate the best solution in resolving an agreement to pay off debt or debts between both party’s creditor and client

Spoke with bank lenders third party loan officers to keep creditor from pursuing legal action against client on bad debt owed to creditor or business owners and corporation.

Crescent Processing, Dallas, TX: Jun 2008 – Dec 2008

Customer Service Rep.

Handled Business to Business Accounts, offered new and old merchants credit card terminals at a corporate rate plan

Assist customers and answer any questions that the business owner may have

Set-up and cancel appointments for sale representative in the field

Assist with collections, accounts-receivable, past collections, and data-entry

Citigroup Trust Bank, FSB. Irving, TX: Dec 2002 – Oct 2005

Client Relation Specialist

Mortgage refinance, assist Primerica Agents

Collections, process applications, check status updates of applications

Check denial and approval of loans on a 1st and 2nd mortgage

Processed loan application with approval from a senior client specialist.

MTA, Richardson, TX: Mar 2000 – Sep 2002

Receptionist/ Administrative Assistance

Received and placed calls to tenants in the building on a 100-line switchboard, processed data entry records of payroll/accounts for tenants leasing office space

Handle priority mail of bookkeeping-inventory, open-close building, fax and sign off on lease agreements

Communicate planned work scope in order to identify prioritization of capacity and coordinate scheduling activities amongst multiple sites.

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