Kristin Elliott
Chicopee
Summary
Results-driven professional with over 25 years in customer service, recognized for problem-solving abilities and team collaboration. Expertise in improving customer engagement, leading to increased satisfaction ratings.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Pearson Assessments
Hadley
01.2009 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Enhanced customer satisfaction by resolving issues through knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers with inquiries about assessment products and services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Educated clients on assessment policies, procedures, and requirements for testing.
- Maintained detailed records of customer interactions and transactions to support future reference.
- Collaborated with team members to streamline customer service processes.
- Provided training support to new staff on customer service protocols and systems.
911 Emergency Dispatcher
City of Northampton
Northampton
05.2008 - 11.2008
- Operated emergency communication systems to dispatch first responders effectively.
- Received and prioritized emergency calls for police, fire, and medical services.
- Maintained accurate records of calls and responses in electronic databases.
- Provided calm, clear communication to callers during high-stress situations.
- Received incoming calls from the public and determined the nature of the emergency.
- Routed non-emergency calls to appropriate departments or agencies when applicable.
- Attended regular training sessions on new systems and technologies used within the dispatch center.
- Used radio, telephone and computer system to update first responders with new information.
Hotel Front Desk Clerk
Howard Johnson University Inn
Hadley
03.1996 - 03.2008
- Greeted guests upon arrival, provided customer service and checked-in and checked-out hotel guests.
- Provided information about the hotel's amenities, services and surrounding areas to guests.
- Processed reservations and ensured accurate billing for guests' stays.
- Coordinated with housekeeping to maintain room readiness and cleanliness standards.
- Handled guest complaints professionally, resolving issues promptly and effectively.
- Assisted guests with special requests, enhancing their overall experience at the inn.
- Posted incidental charges to ledgers, manually or by using computers.
Education
Bachelor of Arts - English
North Adams State College
North Adams, MA06-1995
Skills
- Customer support strategies
- Complaint resolution
- Product knowledge
- Transaction management
- Customer engagement
- Customer satisfaction measurement
- Record keeping
- Appointment scheduling
- Time management
- Team collaboration
- Computer proficiency
- Problem solving
- Adaptability and flexibility
- Effective communication
- Empathy and patience
Timeline
Customer Service Representative
Pearson Assessments
01.2009 - Current
911 Emergency Dispatcher
City of Northampton
05.2008 - 11.2008
Hotel Front Desk Clerk
Howard Johnson University Inn
03.1996 - 03.2008
Bachelor of Arts - English
North Adams State College