Kristin Buscaglia Schlafer has over 9 years of experience in customer service roles, providing excellent service while handling high call volumes. She is proficient in various computer systems and software, and has a history of taking on additional responsibilities such as process improvement, testing new systems, and training others.

1. KRISTIN BUSCAGLIA SCHLAFER
916-752-1331
KRISTIN_BUSCAGLIA@YAHOO.COM
SUMMARY
Very experienced customer service professional able to handle a high volume of customer
service calls while maintaining excellent customer service. An organized, detail-oriented self-
starter, who can work well individually or in a team environment. An enthusiastic mentor who
can quickly grasp new and complex concepts and assist customers and coworkers at all levels
of the organization. Computer proficient, able to provide technical support as well as conduct
testing on new and updated computer systems. Not daunted by new or challenging
assignments but rather look forward to them.
STRENGTHS
Problem Solving Mentoring Adaptable
Leadership Multi-Tasking Work well under pressure
Detail-Oriented Conscientious Written/Verbal Communication
WORK HISTORY
Customer Service Representative (CSR),California Chamber of Commerce – 2007 to 2016
The California Chamber of Commerce is the leading advocate for businesses in the state of
California. CalChamber supports its advocacy programs through the sale of memberships
and human resource compliance products and services.
The primary responsibility of a CSR is to provide caring assistance to CalChamber’s members
and customers via phone, email and chat. Routine activities include support for product
purchases, data entry, access to membership entitlements, processing returns and collection
calls. These activities also include training and support for new CSRs. In addition to these
everyday CSR tasks I was also chosen for the following additional responsibilities:
 Represent the CSR role for an upgrade of CalChamber’s Enterprise Resource Planning
systems. Explained CSR workflows to IT representatives, provided feedback on screen
and system functionality, performed testing of the new system and trained other CSRs
in the new system during rollout. Currently provide first-line technical support to other
CSRs.
 Evaluate CalChamber’s process for awarding HRCI recertification hours to attendees
of CalChamber’s Human Resource Practice seminars and webinars. Coordinated with
accrediting agencies to establish continuing education and professional credits for
CalChamber’s webinars and seminars. Streamlined and documented the process for
assigning credits and trained the staff member who now performs that function.
Currently serve as backup for this function.
 Was assigned to provide input on the development of CalChamber’s Employee
Handbook Creator product. Provided feedback on workflows and screen design.
Conducted testing of the new product.
 Created test cases and conducted testing for CalChamber’s online store. Reported
bugs to the IT department and performed re-testing as bugs were fixed.
 Backup for accounting and credit processing operations. Process product returns and
credit adjustments. Order posting for warehouse shipments.
 Provide training to CalChamber’s customers in the use of their Learning Management
System (LMS) platform. Perform customer management activities such as merging
duplicate accounts and custom reporting on the LMS platform.

2. KRISTIN BUSCAGLIA SCHLAFER
916-752-1331
KRISTIN_BUSCAGLIA@YAHOO.COM
Mortgage Loan Processor, Imperial Home Mortgage -2003 to 2007
Imperial Home Mortgage specializes in rural property, land sales and development
consumer mortgages and apartments.
As a Mortgage Loan Processor prepared loan origination documents for real property
purchases. Routinely worked with lending professionals and title companies to expedite the
loan process for our customers. Trained new Loan Officers on preparation and submission of
loan applications as well as the overall loan life cycle. This included completion of accurate
customer data entry. Met all deadlines for loan submissions and delivery of time-sensitive
information.
Courtesy Clerk, Bel Air Foods – 2000 to 2003
Bel Air Foods is a neighborhood grocery market that sells premium grocery items and prides
itself on exceptional customer service.
As a courtesy clerk was responsible for providing any support a customer might need from
helping get their purchases from the checkout lane to their car to helping them quickly find
items in the store. Was given the opportunity to learn other areas of the grocery operation
such as the bakery, dairy and produce departments.
COMPUTER SYSTEMS AND SOFTWARE
Microsoft Windows 7, 8.1 and 10
Microsoft Office Outlook, Word, Excel - 2007, 2010, 2013
Microsoft Dynamics NAV 2009, 2016
Adobe Creative Suite Cloud
EDUCATION
High School Diploma, Center High School, Antelope, CA
References Available Upon Request