Kristine Worner
Owatonna,MN
Summary
Dynamic Consumer Affairs Support Specialist with a proven track record at Jostens, adept at resolving escalated issues, delivery exceptional consumer assistance and enhancing customer satisfaction through empathetic communication while focusing on team collaboration and adapting to changing needs. Skilled in training and coaching, I consistently implement process improvements, driving retention and loyalty while maintaining attention to detail in high-pressure environments. Known for reliability and customer centric approach
Overview
32
32
years of professional experience
1
1
Certification
Work History
Consumer Affairs Support Specialist
Jostens
Owatonna, MN
08.2015 - Current
- Resolved customer inquiries promptly, enhancing satisfaction and loyalty, over the phone, through social media and by emailing
- Follow processes relating ti each specific issue, reach out to other departments with questions to find resolutions, as needed.
- Collaborated with cross-functional teams to identify and implement process improvements.
- Analyzed customer feedback to develop strategies for service enhancement.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction, consumer de-escalation
- Managed high-priority issues with professionalism through the Corporate offices, ensuring timely resolutions while maintaining excellent rapport with clients.
- Consistently delivering beyond expectations.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Improved customer retention with empathetic and efficient communication.
- Document and communicate agent issues that need to be addressed with the appropriate supervisor
- Place orders for product and maintain inventory levels.
- Coordinate with other departments to resolve issues, including request expedites and submit refund requests.
- Help desk agent and trainer
Transportation Operations Supervisor 1
Mn/DOT - Minnesota Department of Transportation
Golden Valley , MN
08.2004 - 11.2024
- Supervised daily operations to ensure efficient workflow and adherence to safety protocols.
- Mentored junior staff, fostering a culture of continuous learning and development.
- Oversaw compliance with regulatory requirements, ensuring operational integrity and risk management.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Implemented process improvements resulting in reduced downtime and increased productivity.
- Coordinated cross-functional teams to streamline communication and operational efficiency.
- Maintenance and repairs of roads, ditches, tree lines, repair/replace right of way guardrail and fencing. Worked on specialty crews for guardrail, paving, drainage, mudjacking, tree removal.
- Set up and maintain traffic control per State guidelines, communicate road closures with dispatch and local law enforcement or State Patrol in order to make the motoring public aware of closures.
- Maintanence on equipment.
- Submit Gopher One locates
- Coordinate with other shop supervisors when working together on large projects, or in another shops area.
- Place orders for product and charge out parts used to make repairs to charge out to appropriate insurance companies, as necessary.
- Snow and ice snow plowing, respond to emergencies, accidents, and request assistance from State Patrol or other agencies until lane closures were in place,
- SPOT trainer - Snow Plow Operator Trainer at Camp Ripley
Office Manager
Culligan of Bemidji
Bemidji, MN
03.2002 - 05.2004
- Greet customers, schedule service calls and deliveries by coordinating schedules with the service and delivery personnel
- Take payments and apply them to customers accounts
- Sales of water coolers
- Complete bank deposits
Customer Service Representative
Federated Mutual Insurance Companies
Owatonna, MN
07.1993 - 12.2001
- Trained junior processors on company protocols and best practices.
- Conducted regular audits of processed materials to improve accuracy rates.
- Developed training materials that improved onboarding process for new employees.
- Increased productivity by effectively managing workload and prioritizing tasks.
- Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.
- Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.
- Reduced errors with meticulous attention to detail and thorough review of documentation.
- Audited commercial auto policies at year end
- Communicated with representatives and underwriters as needed
- Trained audit classes for new hires and underwriters, traveled to Atlanta Georgia to train a 5 week training class.
Education
Associated Degree - Legal Office Specialist/Legal Assistant
Rasmussen Business College
Mankato, MN05-1992
High School Diploma -
Waterville- Elysian High School
Waterville, MN05-1987
Skills
- Ability to work efficiently under presssure/high stress environment, resolve corporate and social media escalations efficiently, effictively and professionally, while keeping the Company's goals in mind
- Meet deadlines, self motivated, respond with empathy and patience, attention to detail, active listener, reliable, able to multi task, work independently or in a team environment, follow processes provided to complete specific tasks, make judgements calls successfully and find the best resolution for the consumer as quickly and cost effectively as possible, contact other departments and resources/specialists to get resolutions
- Provide positive consumer service, build and maintain consumer relationships/confidence, excellent communication skills
- Provided training and coaching
Certification
Bituminous 1 and Bituminous 2 certification at Mn/Dot
Timeline
Consumer Affairs Support Specialist
Jostens
08.2015 - Current
Transportation Operations Supervisor 1
Mn/DOT - Minnesota Department of Transportation
08.2004 - 11.2024
Office Manager
Culligan of Bemidji
03.2002 - 05.2004
Customer Service Representative
Federated Mutual Insurance Companies
07.1993 - 12.2001
Associated Degree - Legal Office Specialist/Legal Assistant
Rasmussen Business College
High School Diploma -
Waterville- Elysian High School
Presidential Award
I was nominated the Presidential Award 2 years in a row due to my customer service and ability to resolve escalated issues in an efficiet and cost effective manner, while retaining consumer business/