Customer Service Representative
Resume:
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KRISTIN
SHIVLEY
• Thornton, CO
• *********@*****.***
• linkedin.com/in/kristinshivley
CUSTOMER SERVICE MANAGER
Reliable and outgoing customer service professional with expertise in fostering strong relationships to deliver superior service that creates positive experiences.
Dedicated and knowledgeable with a history of going above and beyond with customers, finding solutions to problems, and demonstrating outstanding follow-through. Highly experienced in all areas of customer service, including handling multiple incoming requests through live chat, phone, and email while providing knowledgeable answers. Outstanding interpersonal and communication skills with the proven ability to demonstrate poise and professionalism in all situations. Highly determined with the ability to adapt and quickly learn new systems, processes, and reporting to ensure efficient workflows and positive experiences for the customer. Possesses an action-taking attitude with the ability to work in fast-paced, high-transaction volume environments.
• Customer Service & Experience
• Daily Operations Oversight
• Team Management & Motivation
• Cross-Functional Collaboration
• Tracking & Analyzing Metrics
• Report Creation & Interpretation
• Organization & Time Management
• Problem Solving & Decision Making
• Data Entry
• Computer Proficiency
PROFESSIONAL EXPERIENCE
Mr. Handyman Denver, CO 2023 – Present
Office Manager
Serve as the primary point of contact for customers, providing exceptional service and managing inquiries. Coordinate technician schedules and act as a liaison between technicians and the owner to ensure smooth communication. Build and maintain strong customer relationships, sending invoices for billing, and providing accurate estimates. Ensure that customers are consistently informed, and needs are met throughout the service process. Key Accomplishments:
• Achieved consistent 10/10 ratings for customer service by building strong relationships with customers, resulting in a high rate of repeat business.
• Developed and maintained a highly regimented schedule to ensure all tasks were completed efficiently, keeping technicians on track and following up on potential leads with structured precision.
• Successfully generated leads and managed all bookings on multiple platforms, responding to 20-30 daily service requests and consistently exceeding booking targets by an average of 5-8 orders 60% of the time. Graybar Denver, CO 2022-2023
Project Specialist (2022-2023)
Promoted from a Customer Service Representative (2022) to support the project department by serving as a liaison between vendors and customers to ensure materials, time-sensitive deadlines, and orders were met on large projects. Fielded questions, issues, and problems by phone and email with poise and professionalism. Strove to go above and beyond for each situation, leveraging all resources to find answers and resolve any questions. Key Accomplishments:
• Demonstrated outstanding knowledge and performance while temporarily supporting the project department with phone calls and other installation requests, resulting in being promoted to the Project Specialist position.
• Created an email organization system to improve access to critical information for all key project stakeholders and improve tracking of all customer correspondence.
• Received recognition through a letter from a third-party vendor highlighting outstanding responsiveness and extensive knowledge.
Kristin Shivley, Page 2
Metron-Farnier, LLC Boulder, CO 2022
Customer Service Specialist
Consistently demonstrated customer service excellence through daily interactions involving customers, suppliers, and cross- functional teams via various communication channels. Maintained precise data entry, primarily focusing on order processing, requiring proficient skills in basic Excel. Contributed to general office functions and exhibited a readiness to undergo cross-training for other office-related responsibilities. Actively supported both local and remote installation teams, supporting operations by managing incoming calls and providing assistance in locating job sites. Key Accomplishment:
• Fostered positive customer relationships through exceptional phone and email interactions, consistently going above and beyond to promptly resolve issues and resourcefully provide solutions. Copart Littleton, CO 2019 – 2021
Customer Service Representative
Drove customer satisfaction by effectively handling phone, email, and in-person interactions and communications. Managed the front counter activities, which included processing payments and documents for potential sellers, engaging with insurance companies, and scheduling pickups and other appointments. Led a small team, coaching and training each to improve performance and ensure a positive customer experience. Served as the location's title clerk, successfully generating, executing, and managing the title processing.
Key Accomplishments:
• Consistently demonstrated enthusiasm, clear communication, and a professional demeanor through all situations and customer interactions.
• Quickly resolved an overflow call from another location, helping the customer by getting the vehicle released to be picked up and updating the original location.
Customer Service Representative Republic National Distributing Company Littleton, CO 2014-2019 Progressed through multiple areas of the company, including sales, pricing, and programming. Ensured a positive customer experience by effectively supporting a busy call center, which included answering, screening, forwarding, and triaging calls to solve problems as needed. Served as a friendly face greeting all visitors, determining the nature and purpose of the visit. Accurately completed all supporting paperwork and data entry and filed and maintained records. Key Accomplishments:
• Navigated an escalated call with a client’s customer who did not receive an order by taking a proactive approach to quickly identify and fix the issue.
• Saved an account by working with an internal sales representative to expedite the transition of the account from another rep to ensure the customer was happy.
• Discovered an inventory discrepancy that would short a customer’s order and went above and beyond to make sure the issue was resolved and the customer received all the inventory. EDUCATION
Bachelor of Arts in Psychology University of Colorado Boulder, CO
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