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KRYSTAL LIGHTER 15714 Ne 93rd Street, Vancouver, WA 98682 | C: (503) 270-6498 | Kdlighter@gmail.com
SUMMARY Results-oriented Manager who thrives in fast-paced and competitive environments. Brings strong
presentation, analytical and problem solving skills. Seeks position offering opportunities for new
professional and personal challenges. Self-starter with a positive, can-do attitude who is driven to
learn, improve and succeed
SKILLS & ABILITIES
Troubleshooting Proficiency Organized
Training and development Exceptional Telephone Etiquette
Conflict resolution techniques Understanding of Microsoft Office
Great Attendance Client-focused
Operations Management Patient and diligent
Team building Decisive leader
EXPERIENCE
Lead Development Specialist- InFocus Feb 2014 to Current
Main focus is on managing support and sales development. Pulling reports and making sure business
is on track. Create training manuals targeted at resolving even the most difficult customer issues.
Resolved customer questions, issues and complaints. Developed rapport with the customer base by
handling difficult issues with professionalism. Identified prospective customers using lead generating
methods and closed on sales. Process orders for new customers.
Supervisor of Tech Support Call Center- InFocus
Interviewed, hired, disciplined and trained new quality customer service representatives. Addressed
negative customer feedback immediately. Provided a high level of product and leadership support to
representatives and clients. Effectively communicate with team members to maintain clearly defined
expectations. Held weekly meetings with representatives to go over changes or expectations. Call
quality reviews. Take calls and solve escalations. Pull reports regarding stats on agent basis and over
all call center. Process orders and follow warranty protocols.
CAE3 Lead Tech Support Agent - Comcast Aug 2010 to Nov 2012
Displayed courtesy and strong interpersonal skills with all customer interactions. Resolved customer
complaints and concerns with strong verbal and negotiation skills. Maintained composure and
patience in face of difficult customer situations. Trained new employees and explained protocols
clearly and efficiently. Processed an average of 85+ inbound and outbound technical support calls.
Support customers with online billing and account issues.
Collection Clerk 2- Wells Fargo Oct 2008 to Aug 2010
Demonstrated mastery of customer service call script within specified time frames. Developed effective
relationships with all call center departments through clear communication. Collected on credit card
debts, while meeting required goals for payments received, customer satisfaction, call times, and
following scripts. Maintained composure and patience in face of difficult customer situations.
EDUCATION High School Diploma Hillsboro High School - Hillsboro, OR. Graduated early with honors.
Associate of Applied Science, General Education Portland Community College - Beaverton, OR.
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