Kristy Lawrence
Idaho Falls
Summary
I excel in customer relationship management and complaint handling, enhancing loyalty through empathetic support and effective problem resolution. My adeptness in CRM software, accounting databases, experience in health care management, and active listening has significantly improved client satisfaction, contributing to a notable increase in first-call resolutions.
Friendly and adaptable individual with excellent communication skills and positive attitude. Understanding of effective customer service practices and proficient in problem-solving and conflict resolution. Committed to creating positive experience for customers and driving satisfaction.
With over 20 years of experience in a wide range of titles and diverse fields of employment; I am certain that I can excel with any position or title assigned to me within my future career aspirations.
Overview
1
1
Certification
Work History
Custmer Care Agent
Safe Streets
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
Customer Service Representative
Alta Pest Control
- 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.
- 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.
Customer Care Advocate
Blue Cross Of Idaho
- Guided customers through product features and services to enhance understanding.
- Assisted customers with inquiries and resolved issues in a timely manner.
- Documented customer interactions and maintained accurate records for reference.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Navigated multiple computer systems and applications to find information.
Benefits Advisor
Extend Health
- Directed and controlled medical, dental, and vision benefit packages.
- Educated employees on available benefits options, empowering them to make informed decisions about their coverage.
- Managed open enrollment periods efficiently, enabling prompt processing of benefit changes for all employees.
- Coordinated with legal counsel to navigate complex benefits regulations, ensuring all offerings were fully compliant and up to date.
Accounts Management Specialist
LionHeart Management
- Managed multiple high-value accounts simultaneously while maintaining exceptional levels of service quality.
- Streamlined account management processes for increased productivity and reduced errors.
- Reduced overdue payments through diligent follow-up and effective communication with clients.
- Improved client satisfaction by efficiently managing accounts and promptly addressing concerns.
- Enhanced property appeal by overseeing landscaping and renovation projects.
- Fostered positive tenant relationships by addressing concerns and facilitating open lines of communication.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
Commercial Collections Specialist
Citi Cards
- Developed tailored solutions for clients facing financial hardship, fostering trust while securing payments towards outstanding balances.
- Obtained agreement on potential balance payoff and payment terms within guideline limits.
- Enhanced customer relationships through effective negotiation of payment arrangements.
- Increased company revenue with timely resolution of past-due accounts.
- Supported team goals by contributing to monthly targets for successful debt recoveries.
- Documented all collections activities in CRM systems, ensuring proper tracking and reporting of progress.
Education
Associate of Arts - GS/ Accounting
BYU Idaho
Rexburg, ID12-2022
Associate of Arts - Business Management
North Cental Missouri College
Trenton, MO04-2006
Skills
- Call center experience
- Payment processing
- Complaint handling
- CRM software
- Appointment scheduling
- Assertiveness
- Escalation management
- Language proficiency
- Email management
- Customer relationship management
- Relationship building
- Product education
- Billing coordination
- Customer service
- Time management
- Multitasking and organization
- Inbound customer service
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Problem resolution
- Phone etiquette
- Data entry
- Security verification
- Punctuality and reliability
Certification
Previous or Current Certifications:
- First Aid Certification
- ServSafe Food Handler Certification
- Quickbooks
- BCTN
- Life and Health Insurance License
Timeline
Custmer Care Agent
Safe Streets
Customer Service Representative
Alta Pest Control
Customer Care Advocate
Blue Cross Of Idaho
Benefits Advisor
Extend Health
Accounts Management Specialist
LionHeart Management
Commercial Collections Specialist
Citi Cards
Associate of Arts - GS/ Accounting
BYU Idaho
Associate of Arts - Business Management
North Cental Missouri College
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