Kristina Estes
About Kristina Estes
Kristina Estes is the Lead Customer Service Support Web Chat at Viking Cruises, with extensive experience in customer service and support roles.
Current Role at Viking Cruises
Kristina Estes holds the position of Lead Customer Service Support Web Chat at Viking Cruises. In this role, she coordinates and manages web chat services, providing exceptional support to customers. She also leads a team of up to 16 part-time specialists, ensuring high standards of customer interaction and service are maintained. Kristina is pivotal in creating and updating predefined content for chat agents, assisting in delivering consistent and accurate information to guests.
Previous Experience in Customer Service
Kristina Estes has a diverse background in customer service roles, having worked at various organizations, including Viking Cruises, where she was a Customer Service Specialist from 2016 to 2019. Her experience spans several industries, such as retail, hospitality, and cosmetics. She has held positions at Bed Bath & Beyond, Dinair Airbrush Makeup, and O'Charley's, showcasing her adaptability and proficiency in handling customer-related tasks.
Professional Background
Kristina Estes's professional journey includes roles beyond customer service. She has experience as an Underwriter at R V Nuccio and Associates Insurance and as a Legal Assistant in a temporary contract position at The Lanier Law Firm. These positions have equipped her with a versatile skill set, enhancing her analytical and organizational capabilities. Her varied roles demonstrate her ability to succeed in different professional environments.
Education and Skills
Kristina Estes graduated from Middle Tennessee State University (MTSU) with a Bachelor of Science (B.S.) in Organizational Communications, completed in 2010. Her education has provided her with a strong foundation in communication principles, essential for her roles in customer service and team leadership. She is adept at creating training guides and onboarding processes, regularly contributing to the development of her team at Viking Cruises. Additionally, she reviews chat transcripts to continuously improve the customer service experience.