Customer Service Experience Consultant

CRYSTAL WALDRON

Beaumont, TX ***** **********@*****.*** 409-***-****

CUSTOMER EXPERIENCE • CUSTOMER SERVICE

Supportive Customer Experience Consultant expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.

Skilled in client experience management, customer satisfaction surveys, and problem-solving. Entrepreneurial spirit, always seeking new opportunities and challenges to tackle.

Comfortable, focused, and organized in fast-paced, high-output environments. Strong communication, analytical, and marketing skills, with the ability to work in various platforms/systems. KEY SKILLS

● Salesforce

● Customer Retention

● Account Management

● Customer Relationship Management

● Escalation Management

● Project Management

● Product Knowledge

● Help Desk Support

● Technical Support

CAREER HIGHLIGHTS

RGIS Inventory Specialist- Beaumont, TX March 2021- January 2023 CUSTOMER SERVICE REPRESENTATIVE

Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.

Routed an average of 20 incoming, existing tasks per day to the appropriate team, resulting in a 90% success rate in task completion.

Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call. VXI- Remote May 2017-September 2021

CUSTOMER SERVICE SPECIALIST

Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.

Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.

Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.

DIRECTV- Remote January 2013-August 2015

CUSTOMER SALES REPRESENTATIVE

Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone).

Responded to client inquiries within established timelines, resulting in a 95% customer satisfaction rate.

Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.

EDUCATION

Certificate in Cosmetologist Lamar State College Port Arthur, TX INTERPERSONAL SKILLS

Communication, Emotional Intelligence, Training, Team-working, Negotiation, Persuasion, Influence, Problem Solving, Conflict Resolution, Transparency, Relationship Building, Active Listening, Attention to Detail, Microsoft Word, PowerPoint, Excel, Outlook, Technical Support, Computer Literacy, Upselling, Salesforce

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