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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