Cristina Holt
South Bend
Summary
Dynamic and results-oriented professional with extensive experience at Tire Rack, adept in customer service and problem resolution. Excelled in maintaining high customer satisfaction through critical thinking and active listening, significantly enhancing loyalty and repeat business. Skilled in Microsoft Excel and relationship building, contributing to efficient operations and positive client relations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Tire Rack
08.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed timely and effective replacement of damaged or missing products.
Elkhart County Auditor Office
Elkhart County Sheriff Department
05.2020 - 08.2021
- Streamlined audit processes for increased efficiency and reduced time spent on each project.
- Developed strong working relationships with department heads, fostering open communication and collaboration.
- Reduced instances of fraud by implementing preventative measures based on comprehensive risk assessments.
- Updated existing policies and procedures in accordance with changing regulations and industry standards.
Office Manager/production Manager
Stainless Steel Kitchens
08.2013 - 01.2020
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Oversaw quality control efforts, maintaining strict adherence to industry standards and regulatory requirements while achieving high levels of customer satisfaction.
Education
Associate Of Business Administration - Business Management
Brown Mackie
South Bend, IN05.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Order processing
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Quality control
- Clerical support
- Live chat support
- Filing
- Customer education
- Dispute resolution
- Product sales
- Product and service solutions
- Coordination
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Reading comprehension
- Quality assurance controls
- Escalation management
- Shipping and logistics
- Key holder experience
- Credit adjustments
- Report generation
Timeline
Customer Service Representative
Tire Rack
08.2021 - Current
Elkhart County Auditor Office
Elkhart County Sheriff Department
05.2020 - 08.2021
Office Manager/production Manager
Stainless Steel Kitchens
08.2013 - 01.2020
Associate Of Business Administration - Business Management
Brown Mackie
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