Christel Wilkins
Raleigh
Summary
Dedicated communications specialist with a strong track record in fast-paced environments. Adept at prioritizing and managing multiple tasks, consistently achieving personal and organizational objectives. Effective in handling escalated customer support issues and motivated by a commitment to customer satisfaction. Experienced in high call volumes and cultivating positive stakeholder relationships. Proficient in CRM systems, utilizing exceptional active listening and multitasking skills to deliver solutions-oriented results.
Overview
6
6
years of professional experience
Work History
Intake/Publications Specialist
Resources for Seniors
01.2024 - 03.2024
- Facilitating seamless access to essential resources for seniors through precise intake assistance and issue resolution
- Enhancing organizational accessibility and visibility by diligently updating directories and website content
- Tailoring communication tools and materials to effectively support the unique needs of the elderly population
- Strategically contributing to the well-being and empowerment of seniors through targeted resource allocation and communication initiatives
- Acted as a mentor to new team members, providing training on customer service best practices, company policies, and effective communication techniques
- Utilized different computer programs to resolve complex customer issues
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Customer Service Representative
American Specialty Health, Inc.
09.2021 - 01.2024
- Company Overview: San Diego, CA
- Managed high-volume inbound call queue with a focus on achieving a 90% customer satisfaction rating through attentive and empathetic communication
- Demonstrated expertise in resolving complex customer inquiries and issues, leading to a 20% reduction in escalated cases within the first six months of employment
- Consistently met and exceeded individual performance targets, maintaining an average call resolution time 15% below departmental goals
- Acted as a product knowledge resource by conducting regular training sessions for new hires, contributing to a 10% improvement in the team's overall knowledge base
- Utilized advanced problem-solving skills to identify and report technical glitches, resulting in a 15% reduction in system-related service interruptions
- Collaborated with cross-functional teams to implement process improvements, resulting in a 25% increase in team efficiency and reduced customer wait times
- Managed teams in collaboration of meeting team objectives with 100% accuracy
- San Diego, CA
- 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.
Customer Service Representative
Everise
08.2020 - 09.2021
- Company Overview: Austin, TX
- Demonstrated exceptional communication skills in customer interactions via phone, email, and live chat, resolving inquiries, providing product information, and addressing concerns promptly
- Consistently exceeded monthly performance targets, achieving a 95% customer satisfaction rating, and maintaining an average call resolution time of under 7 minutes
- Adapted quickly to new software applications and technologies, enhancing workflow efficiency, and contributing to a 10% reduction in average handling time for customer inquiries
- Collaborated effectively with cross-functional teams, including sales and technical support, to ensure seamless issue resolution and enhance the overall customer experience
- Developed and maintained a comprehensive knowledge base of company products, services, and policies, enabling accurate and efficient assistance to customers
- Austin, TX
- 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.
Customer Service Representative
Sitel
01.2018 - 06.2020
- Company Overview: Nashville, TN
- Demonstrated exceptional customer service skills, resolving an average of 50 customer inquiries daily through phone, email, and live chat, while consistently maintaining a 95% customer satisfaction rating
- Conducted comprehensive product knowledge training sessions for new team members, contributing to a 30% reduction in onboarding time and ensuring consistent service quality
- Developed and maintained a comprehensive customer feedback database, providing actionable insights that led to the enhancement of product features and customer service processes
- Assisted in the implementation of a new customer relationship management (CRM) system, resulting in a 20% increase in efficiency and improved tracking of customer interactions
- Collaborated with the sales team to identify upselling and cross-selling opportunities, resulting in a 15% increase in average transaction value and improved revenue generation
- Handled escalated customer issues with professionalism and empathy, achieving a 90% resolution rate on complex cases, and effectively de-escalated tense situations to ensure customer retention
- Nashville, TN
- 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.
Education
Master of Digital Marketing -
Wake Forest University
Charlotte, NC05.2026
Master of Business Administration -
Capella University
Minneapolis, MN06.2021
Skills
- Problem Solving/Decision Making
- Microsoft Office Suite
- Client and Customer Relations
- Administrative/Sales Experience
- Product Promotion/Service Upselling
- Order Processing/Documentation
- Adaptability/Time Management
- Communication (Oral/Written/Interpersonal)
Timeline
Intake/Publications Specialist
Resources for Seniors
01.2024 - 03.2024
Customer Service Representative
American Specialty Health, Inc.
09.2021 - 01.2024
Customer Service Representative
Everise
08.2020 - 09.2021
Customer Service Representative
Sitel
01.2018 - 06.2020
Master of Business Administration -
Capella University
Master of Digital Marketing -
Wake Forest University
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