Kristina Fritz

Customer Service Professional

Hanover, PA 17331

adu9qx@r.postjobfree.com

+1-717-***-****

To combine my excellent customer service skills and ability to learn quickly to become a member of your team.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Credit Dispute Processing Clerk

PHEAA - Mechanicsburg, PA

March 2015 to May 2015

Handle credit disputes for the four major credit bureaus via e-Oscar program. Using HERA (AS400) software to verify and update information for credit dispute, would then input the corrected and updated information into the dispute for (AUD) for submission. Required to keep a 96% Quality Assurance goal and submit at least 50 disputes daily. Also required to follow up closely with daily updates regarding processing procedures via e-mail. Use Lotus notes to send promissory note requests and escalations via e-mail.

Advanced Technical Support Representative

AT&T Mobility - Harrisburg, PA

October 2014 to March 2015

Handled incoming calls primarily for Android devices in regards to troubleshooting technical and network issues. Also, handled general troubleshooting of feature (older style), Windows, and Apple devices. When need arose, assist with overflow calls from general care and warranty department which include; billing questions, general sales and upgrades, wireless phone troubleshooting, and process warranty and upgrades. Required to meet various monthly goals including: average handle times, transfer percentage, first call resolution, 30 day repeats, willingness to recommend, and attendance. Use the following programs: Telegence, Clarify, Snapshot, Torch, DLC, System X, MyCsp, Lifework, Microsoft Suite, and Q

(messaging program).

Seasonal Call Center Sales Rep

Regis Corp - Hampstead, MD

November 2013 to March 2014

Handled incoming calls regarding order placement, product questions, and website assistance. Troubleshot website technical issues with clients. Assisted in the training of new sales associates as needed. Was required to meet call time, hold time, and attendance goals. Shipping Clerk

Winter Ventures - Hanover, PA

July 2012 to December 2012

Shipping

Responsible for expedited and priority mail orders. Using MSA data program, shipped expedited, standard, and international orders via USPS. Also used Dazzle for international shipping as well. At end of day, orders from Presort program would be removed to MSA, where they would be substituted or canceled. Also, assisted in shipping standard orders in Presort program when available. Customer Service Rep (Seasonal)

Lifetime Brands - York, PA

October 2010 to February 2011

Handle incoming calls regarding order entry, order expediting, and inquiries. Assist customer with product information, product

registration, and transferring to customer service for returns when appropriate. Use CS Suite for order entry, Ecometry for backup order entry and expediting, and SAP/Red Prairie for inventory status updates. This was a seasonal position.

Customer Service Rep - East Industrial

Danaher Tool Group - Sparks, MD

July 2006 to September 2009

Covered the New England territory to MD, KY, and WV. Handle incoming calls from distributors regarding product questions,

expedites, tracking shipments, order entry, returns, and quotations. Key orders, quotes, expedites and returns using AS400; and finding local distributors for end users using AX SYS system. Also, use Microsoft Word, Microsoft Excel, and Fast fax to send customers quotations and expedites. Responsible for working with production regarding product availability, shipping department regarding changes to orders, processing backorders, and processing packing slip requests. Also, work with accounting department in order to resolve charge backs from customer's invoices. Inside Sales Representative

First Capitol Wire & Cable - York, PA

June 2005 to May 2006

Handled incoming business to business calls pertaining to quote requests, order requests, and order tracking

information. Entering orders and viewing stock by using Great Plains software, as well as Microsoft Word and

Excel to retrieve other pertinent customer information. Had been responsible for working in close connection with the account department, production department, and factory as well as shipping department in order to get the

status of customer's orders for various products and account balances. Also, was responsible for inner office

general duties such as filing, faxing, and distribution of proper paperwork. Used Great Plains and AX SYS systems.

Education

Empire Beauty School Hanover - Hanover, PA

2009 to 2010

High school diploma in Marketing

York County School of Technology - York, PA

1998 to 2001

vocational in banking, hotel management, travel and tourism surrounding school districts

Skills

• Call Center

• CSR

• Customer Care

• Customer Service

• Customer Support

• Software Troubleshooting

• Problem-solving

• Flexibility

• Team Work

• Reliability

• Hair Styling

• Operating Systems

• Android

• Microsoft Dynamics GP

• Computer Networking

• Communication skills

• Microsoft Office

• Phone etiquette

• Inside Sales

• Technical Support

Certifications and Licenses

Cosmetology License

Additional Information

Skills

• Excellent Customer Service Skills

• Knowledge of Microsoft Word Suite

• Cash Handling

• Cash Register Operation

• Quick Learner

• Determination to satisfy customer to ensure long term loyalty

• Excellent oral and written communication

• Remedy (Trouble ticket application)

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