Customer Service Process

Nancy French

Milwaukee, WI P:414-***-**** E:*************@*****.***

Summary

Customer-oriented, Spanish-speaking professional with over 20 years of customer success experience. Accustomed to thriving in high-stress situations in a fast-paced environment. Ability to cultivate and maintain relationships with customers and vendors. St. John’s Northwestern Military Academy - Delafield Bilingual Admissions Counselor 2019 - Present

● Counsel prospective students and parents through the enrollment process

● Conduct and schedule on-campus interviews and walk-throughs

● Find and recruit students through on and off-campus events/networking, phone, web or mail

● Provide scholarships to deserving students

Bakemark - Menomonee Falls

Bilingual Customer Success Supervisor 2015 - 2019

● Handle high volume of customer inquiries (phone or email) in a timely and professional manner

● Manage large corporate accounts and create audits / reports

● Create/update customer accounts and manage orders while continuously identifying customer's needs

Journal Sentinel - Milwaukee

Bilingual Call Center Supervisor 2013 - 2015

● Follow call center “scripts” during high volume calls

● Provide interpretation for spanish speaking customers

● Seize opportunities when presented to upsell services

● Build relationships and engage customers

Northwestern Mutual - Milwaukee

Bilingual Customer Service Lead 2001 - 2013

● Responsible for accurately balancing accounts while also providing other bookkeeping services

● Open new member accounts, audit daily reports, and computer data to ensure accuracy of accounts and records

● Process ATM and Debit Card disputes and discrepancies

● Process and coordinate payroll deductions and direct deposits, both state and federal

● Generate and troubleshoot reports for automatic clearing house

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