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<pre>Array ( [var] => cut_url ) </pre> Resume for Kristin L. for Customer Support / Client Care / Waste Management in Littleton, Colorado. Search More Resumes for Customer Support / Client Care on Resumark.com #G47BE6OFS
 

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Resume for Kristin L. for Customer Support / Client Care / Waste Management in Littleton, Colorado




Occupation: Customer Support / Client Care Industry: Waste Management
Country: United States City: Littleton
State: Colorado ZIP: 80128



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KRISTIN L.

South Upham Street * Littleton, Colorado

Phone: 

Email: 

SUMMARY OF QUALIFICATIONS
  • Strong commitment to providing exceptional service with internal and external clients.
  • Extensive experience in managing and supervising customer service / call center staff.  Includes maintaining customer satisfaction, monitoring call level and volume and ensuring timely and appropriate staffing levels.
  • Years of demonstrating organizational, oral and written communications as well as listening skills.
  • Researched, developed and implemented customer service training manual, written procedures for several departments, and current standards of service.
  • Consistently met or exceeded performance goals.
  • Proficient in office procedures, scheduling, analyzing complex billing issues and handling difficult problems.
  • Strong analytical ability
  • Adapts and able to deal with frequent changes in the work environment.
  • Comfortable working in a wide variety of environments.
  • ___________________________________________________________________________

    WORK HISTORY 

    Waste Management of Colorado/Utah Market Area                   / – / 

    / – /     Customer Experience Specialist, Greenwood Village, CO

  • As the SME Subject Matter Expert, responsibilities include building and managing a knowledge base system FAQ’s, How to Guides, etc and write and maintain system documentation.
  • Define, plan, create, and maintain Waste Management procedural, process, policy, and reference documentation.
  • Write the material to allow customers to perform self service through an external support web site and internal frontline support agents to assist with Customer Service, Technical Support, and Account Management through an internal knowledge base.
  • Responsible for updating the Market Area's internal communication tool on a daily basis.
  • Participate in various Market Area meetings such as Customer Service, Operations, Sales on a weekly basis.
  • Function as primary liaison to operational staff to ensure a consistently positive customer experience.
  •  

    / – /     Call Center Supervisor and Data Entry Supervisor, Greenwood Village, CO                                   

  • Managed the daily operations of the customer service team of CSRs. Developed, implemented and maintained processes, procedures and programs to improve customer service. Responsible for promoting company standards by engaging employees to drive customer loyalty.
  • Supervised personnel needs of the department including coaching, training, and evaluating employee performance. Provided input into termination, compensation, and promotion decisions. Hired and provided training for new and/or less experienced customer service staff. Monitored and evaluated customer service.
  • Excecuted, streamlined and implemented the merger of two departments; to integrate residential data entry into the call center.
  •  
     

    / – /     Market Area Setup Coordinator, Englewood, Colorado 

  • A quality control position, which ensures that all new customers’ accounts are completed and executed appropriately and in a timely manner.
  • Reporting directly to the President / General Manager of this company which is the largest provider of waste services in the Western Market Area.
  • Supported Operations Managers by creating presentations, spreadsheets, graphs, flow charts, analyzing data, organizing weekly meetings, written proposals, creating memos, answering calls, and tracking various daily activities.
  •  

    / – /  Douglas County Sheriff Department, Emergency Dispatch, Castle Rock, Colorado 

    / – /  Denver County Sheriff Department, Deputy Recruit, City and County of Denver 

    / – /   Waste Management of Denver, Customer Service/ Inside Sales Supervisor,  Englewood, Colorado 

  • Managed office operations – Supervised employees, responded to and resolved customer and employee complaints, responsible for customer satisfaction, provided product and billing support.  Key contact person interacting with upper management, operations and sales staff daily.  Created and generated reports on sales figures and call volume for management.
  • Interviewed and trained new billing and customer service representatives.  Assessed skill level of employees for quarterly and annual reviews.  Created sales bonus plan for .  Implemented policy changes to better organize, motivate and incentify employees.
  •  

    –           First Interstate Bank currently Wells Fargo,  Teller Supervisor 

  • Supervised front line teller and banking operations including hiring.  Balanced and audited cash daily negotiated customer conflicts and maintained complete knowledge of bank policy.
  • EDUCATION 
  • University of Colorado, Denver, Colorado
  • Arapahoe Community College, Littleton, Colorado
  • Bachelor of Science in Business Administration, Metropolitan State College of Denver
  • SKILLS
  • Windows XP, Windows NT, Windows ME, Windows Microsoft Office XP, Microsoft Office , Microsoft Office , MS Word, MS Access, MS Excel, MS FrontPage, Evrsoft First Page , MAS/AS, MS Visio, Adobe Acrobat Pro,  Internet Explorer, Outlook, Outlook Express, PowerPoint.
  • Familiar with Structured Query Language.
  • Limited knowledge of Six Sigma/Lean Processes.
  • Completed Dale Carnegie Seminars including “Effective Communications & Human Relations/Skills For Success” and “How to Communicate with Diplomacy and Tact”.
  • AWARDS RECEIVED
  • Certificate of Recognition in the Denver Market Area for the “Gold First in Service”
  • Customer Service Representative of the Year
  • Certificate of Achievement in Quality Assurance
  • Certificate of Recognition in “Going the Extra Mile”
  • Certificate of Achievement in “Providing Exceptional Customer Service”
  • Customer Engagement Award, Service Matter Expert,
  • Employee to Employee Award,
  •  
     


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