Customer Service Leader with Problem-Solving Skills

CRISTY CHILDERS

Hurst, TX ***** 682-***-**** ****************@*****.***

Professional Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Skills

Conflict Resolution Techniques

Funds Reconciliation

Customer Loyalty

Customer Account Management

Multi-Line Phone Talent

Cross-Functional Team Collaboration

Staffing Oversight

Merchandise Upselling

Microsoft Office

Quality Assurance

Multitasking and Organization

Work History

Customer Service Team Lead (Remote)

GXO – Irving, TX

Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Coached new team members on service techniques and provided scoring through quality assurance program.

Evaluated customer service staff performance and provided constructive feedback. Trained and supervised team of customer service representatives in providing quality service to customers.

Resolved customer service issues using company processes and policies and provided updates to customers.

Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem. Customer Service Call Center Representative 01/2008 to 03/2009 Capital One – Irving TX

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

02/2022 to Current

Sought ways to improve processes and services provided. Promoted available products and services to customers during service, account management, and order calls.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Investigated and resolved customer inquiries and complaints quickly. Exhibited high energy and professionalism when dealing with clients and staff. Promptly responded to inquiries and requests from prospective customers. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Loan Processor Documents 08/2007 to 01/2008

Citi Capital Group – Irving

Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.

Processed loan applications and monitored progress from start to finish. Developed and maintained relationships with customers, lenders and other third parties. Analyzed credit reports to determine eligibility of applicants and capacity for loan products. Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.

Front Desk Associate and Massage Therapist 01/2004 to 12/2007 Massage Envy – Flower Mound, TX

Oversaw fast-paced front desk operations and guests' needs at busy facility. Used internal software to process reservations, check-ins and check-outs. Took reservations over phone, in person, and via computer for guests and provided confirmation information.

Welcomed each new arrival pleasantly and confirmed reservations and identification. Maintained clean and organized front desk areas to uphold polished company image. Answered multi-line phone system and transferred callers to appropriate department or staff member.

Worked as a Massage Therapist after I graduated school Workforce Management Analyst 03/2000 to 12/2003

McKesson Inc – Westlake, TX

Was in this position for 2 years after receiving a promotion from Customer Service Team Lead. Developed and monitored employee recognition programs. Improved office efficiency by effectively managing internal communications and correspondence.

Produced and updated documents, reports and tracking spreadsheets using Avaya Supervisor, TCS and Cisco Webview.

Advocated for staff members, helping to identify and resolve conflicts. Worked with management to develop strategic and tactical plans to meet different requirements.

Set and adjusted to schedules to maintain optimal coverage and service levels. Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements. Customer Service Teamlead 09/1994 to 03/2000

Wells Fargo Bank – Westlake TX

Responded to customer requests for products, services, and company information. Provided primary customer support to internal and external customers. Trained new customer service representatives on best practices, policies and procedures. Education

05/1989

High School Diploma

LD Bell High School -

Bedford, TX

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