Customer Service Specialist

KRYSTAL MCKINNEY

CUSTOMER SERVICE SPECIALIST

214-***-**** *************@*****.*** Lewisville, TX CAREER OBJECTIVE

Diligent and results-driven Customer Service Specialist with 10+ years of experience in remote customer service roles. Proven track record of improving customer satisfaction scores through performance metrics and coaching. I am skilled in conflict management, schedule management, and customer support.

ACCOMPLISHMENTS

Successfully managed calls by monitoring calls times, first call resolution, following quality assurance standards, and consistently achieving the highest score possible on Customer Satisfaction Surveys.

SKILLS

• Efficient and Detail-Oriented • Adaptability

• Interpersonal Skills • Computer Literacy

• Zendesk • Ticketing Systems

• Attention to Detail • CRM Software

• Conflict Resolution • Time Management Skills

• Salesforce • Live Chat

• Data Analysis • Excellent Communication Skills

• Proficiency in Microsoft Office (Outlook, Word, Excel, and Teams)

• Strong Problem Solving and Decision-Making Skills WORK EXPERIENCE

Customer Service Specialist (Remote), United Healthcare 2020 - present

• Respond to customer queries and resolve technical issues in a timely and accurate way, via phone, email, or live chat.

• Work with other departments and attend training to improve service and customer service skills.

• Manage high level customer complaints and provide immediate resolutions.

• Analyze and update all necessary changes to Salesforce software.

• Process customer service requests via phone support and email support.

• Measure performance with key metrics such as call abandonment and call waiting.

• Customize CRM using the most up-to-date tools (i.e., workflows, triggers)

• Note customer correspondence in CRM to track requests, problems, and solutions.

• Properly diagnose customer needs and proactively educate them about the features and benefits of the company’s products and services.

• Recommend metrics and models based on observed trends. Customer Service Lead, Trident USA 2015 – 2020

• Developed and implemented performance metrics to track individual and team performance, leading to an 80% improvement in overall customer satisfaction scores.

• Monitored calls for quality assurance purposes, providing feedback and coaching to improve representative performance.

• Conducted regular team meetings to communicate updates, share best practices, and address any concerns or challenges faced by the team members.

• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 40% increase in customer satisfaction.

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 4 minutes.

• Utilized CRM software to document customer interactions and maintain accurate records for future reference.

• Built strong relationships with customers through active listening and empathy, resulting in a 30% decrease in customer complaints. EDUCATION

Associate’s degree in communication Mountain View College, 2020

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