Senior Customer Support & Data-Driven Ops Leader

Kristal Peterson

Marietta, GA• 762-***-****• ********.*******@*****.*** LinkedIn Profile

SKILLS

Customer Support Technical Support Troubleshooting Problem Resolution Data Analysis Policy Implementation CRM Systems Salesforce Zendesk Jira Microsoft Office Suite Windows Google Workspace ServiceNow Data Entry Customer Experience Contact Centers Account Management Social Media Training SME Management Telecommunications HIPAA Compliance Customer Relationship Management (CRM) Sales Jira and Confluence integration

EXPERIENCE

Senior Customer Support, Aetna 02/2025-present

Improved members experience ratings by maintaining 97.5% performance metrics by providing technical advice on device integration, resulting in a decrease in related support tickets

Increased customer satisfaction scores by 20% via prompt email responses and chat support, leading to a 10% boost in customer retention

Enhanced data accuracy by 18% through meticulous review and processing of technical forms, reducing errors in customer accounts by 40% decreasing multiple contact for the same issues by members.

Served on 2 dedicated teams to integrate new HIPAA-compliant procedures, increasing internal efficiency by 15%

Customer Support Admin, Covered California 12/2020 – 11/2024

Increased resolution rate from 85% to 99% on end-to-end cases by leveraging knowledge base articles, resulting in a 40% decrease in escalations

Reduced average response time by 45% through efficient escalation of complex issues to Tier 2 and 3 support teams, improving overall customer satisfaction

Decreased customer complaints by 35% via swift resolution of portal access and password issues, enhancing the customer experience

Expedited customer service process, resulting in a 25% increase in daily case closures and $50k in cost savings

Enhanced data accuracy by 40% through meticulous review and processing of technical forms, reducing errors in customer accounts by 60%

Collaborated with 5 department managers to integrate new HIPAA-compliant procedures, increasing internal efficiency by 30%

Customer Support Specialist, iSoftStone 08/2017 - 05/2019

Decreased average handling time by 30% through development of innovative annotation techniques, improving overall team productivity

Revamped ticket resolution rate by 45% through effective queue management, resulting in a 20% increase in positive customer feedback

Increased customer satisfaction scores by 35% via prompt email responses and chat support, leading to a 15% boost in customer retention

Enhanced data quality by 55% through thorough review of manual and automatic annotations, reducing rework by 40%

Created a customer feedback system using Jira and Confluence integration, increasing issue identification and resolution speed by 25%

Customer Service Representative, Unisys 06/2007 - 03/2014

Boosted customer retention by 40% through successful resolution of technical issues, becoming the go-to person for complex problem-solving

Improved user experience ratings by 50% by providing technical advice on device integration, resulting in a 30% decrease in related support tickets

Optimized software adoption rate by 35% through comprehensive end-user training sessions, reducing onboarding time by 25%

Amplified data accessibility by 60% through efficient management across multiple projects, improving team productivity by 20%

Developed a social media response strategy, increasing customer engagement by 45% and resolving issues 30% faster

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