Christina Evans has over 8 years of experience in customer service, administration, and office work. She currently works at AT&T DIRECTV where she has held several roles, including auditing customer evaluations, facilitating trainings, and handling escalated customer calls. Evans is proficient in Microsoft Office, NICE call monitoring systems, and utilizes her strong communication and time management skills. She has a background in journalism from the University of Montana.
1. CHRISTINA MARIE EVANS
(406) 207-1484 | 970 6th Street, Missoula, MT 59802 | E-mail: evans.christina1981@gmail.com
Skillsand Qualifications
8 yearsof experiencein customerservice/administrativeand office work.
Organizedand proficienttime managementskills.
Possessstrongwrittenandverbal communication.
Facilitation experience.
Experience withall MicrosoftOffice products.
ExpertinNICE Systems.
Employment
AT&T DIRECTV | 2008 to Present
CustomerInteractionsSpecialist2
o AuditCustomerSuccess Evaluation voiceanalyticslexiconforaccuracyand improvements.
o Create weeklyreportstotrackperformance trendsbyagent,team, managementgroup,andsite.
o Facilitate calibrationsandcall listeningactivitiesusingLearn@DIRECTV forrole playactivitiestohelpimprove
CARES!implementation andthe customerexperience.
CustomerInteractionsSpecialist1
o AuditedevaluationscompletedbyvendorTeamLeadersandQualityAssurance Advisors.
o FacilitatedcalibrationsandHuddleswithvendorTeamLeadersandAdvisorstoimprove the variancesinthe
evaluationprocessand agentperformance.
o Createdvariance reportstoassess behavioral trendsinvendorevaluationsandagentperformance.
Team SupportSpecialist/CustomerServiceRepresentative3
o Took highlyescalatedcallsfromcustomerstransferredfromfrontline agents.
o Usedall necessaryresourcesavailable toassistfrontline agentswithconsultationsviaphone orchat.
o Usedsoft skills andeducatedescalated customers bygainingtheirbuyin andresolvingtheirconcerns through
one call resolution.
o Standin floorsupport forteamswhenrequested.
o Consistentlyratedsuccessful andhighlysuccessfulforleadershipskills.
CustomerServiceRepresentative2
o Handledinboundfrontlinetechnical callsfromcustomers.
Training Courses
Career Development Program | 2010
o Developedleadershipskillstohelpadvance withinthe company.
o Met withdepartmentleadersthroughoutthe companytogainknowledge of eachpartof the business.
o Facilitatedteampresentationforsite leadershipasfinal project.
Team Leader Foundations |2015
o CoachedCSRsusingthe CoachingLeadership Essentials coachingmodel.
o Participatedingoal settingconversationswithagentsandpeers.
o Usedall elementsof CIMSto helpinteambuildingandimprovingagentperformancetoimprove the customer
experience.
o UtilizedADPtoupdate andapprove time cards.
o UtilizedGatewaytoenteragentcoachinglogsforbehaviortrendingandfuture follow-up.
Education
o MissoulaCollege –Universityof Montana| Missoula,MT | 2003 to 2005
o Focus:School of Journalism,Pre ProfessionalProgram
