Kristal Jones
Plano,IL
Summary
I am a goal driven individual with excellent interpersonal, oral, and written communication skills. Highly adaptable in the face of constant change, I consider myself a creative team player that works well independently and makes quick, well thought out decisions. Constantly working towards high levels of service keeps me detail oriented, flexible, and enthusiastic to please my employer with quality work and self motivated to champion the ideal client experience. I possess the ability to provide both what the client and company expect, and have successfully demonstrated the capability to lead others in that direction.
Overview
23
23
years of professional experience
Work History
Owner/Designer
Etsy, Inc
01.2014 - Current
- Successfully managed and distributed 12k+ orders. Manage daily orders, marketing, and customer emails.
Chat Sales and Support Representative
Talk2Rep, Inc
04.2014 - 07.2015
- Assist customers via chat with sales, billing and support issues
- Handled multiple chats, assisting customers quickly and help them navigate the customers website and/or software.
Bartender
Chelios' Pub and Grill
10.2008 - 04.2014
Senior Sales Support Specialist
Experian
10.2005 - 02.2008
- Managed 24 preferred accounts from December 2005 thru July 2006
- After continued success and exceptional service I was then asked to manage the largest and most demanding account; Citigroup.
- Assisted account executives, and other sales support reps on a daily basis via phone, chat and email
- Discuss, recommend and coordinate solutions to client issues with relevant Experian products, including subsequent follow ups as needed to ensure a proper resolution
- Creating and coordinating client presentations for selling purposes as well as technical purposes on processes, and credit products
- Assist clients and AE's with trend analyses related to credit report, authentication solutions, and other product volumes
- Part of research and development teams for pricing, and new credit products
- Extensive and ongoing training on new and existing credit products to maintain familiarization as needed to best assist clients and AE's in coordinating solutions to best fit their needs
- Coordinate and conduct product and system trainings with both internal and external clients via conference calls or chats
- Review, and analyze consumer credit files.
Partner Advocate - Senior Associate
CheckFree Corporation
11.2001 - 10.2005
- Taking inbound phone calls and emails in a fast paced call center from merchants, and sponsors
- Trouble shooting web based/software products with our sponsors
- Taking escalation calls from our clients
- Creating Spreadsheets to sort data, and to help our department better manage our calls
- Creating multiple training aids for new associates or for our new products
- Taking supervisor calls, when other representatives could no longer handle an escalated call
- Testing new products before they are released to our clients to ensure everything is working properly
- I then report any issues and suggestions on how to improve the product
- Taking inbound calls from customers who used our bill pay services, and/or software, and would help them with any questions or problems
- Manned our assist line within customer service
- Took calls from associates that had questions, as well as supervisor calls.
Education
High School Diploma -
Waubonsie Valley HS
Aurora, IL06.2000
Skills
- Administrative Oversight
- Budget Administration
- Regulatory Compliance
- KPI Management
- Customer Needs Assessment
- Customer Relationship Management
- Time management
- Strong communication
- Networking abilities
- Quality Assurance
- Active Listening
- Attention to Detail
- Problem Solving
- Effective Communication
- Critical Thinking
- VR Equipment Operation
- Cross-Platform Testing
- Social media control
- Cash flow optimization
- Team oversight
Affiliations
- Video Games
- Online Gaming Communities
- VR Game Play
- Computer Building
Timeline
Chat Sales and Support Representative
Talk2Rep, Inc
04.2014 - 07.2015
Owner/Designer
Etsy, Inc
01.2014 - Current
Bartender
Chelios' Pub and Grill
10.2008 - 04.2014
Senior Sales Support Specialist
Experian
10.2005 - 02.2008
Partner Advocate - Senior Associate
CheckFree Corporation
11.2001 - 10.2005
High School Diploma -
Waubonsie Valley HS
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