Customer Service Sales

KARLA FRITZ

**** * **** **, *********, WI ***** H: 414-***-**** C: 414-***-**** *******@*****.***

Versatile Customer Service Representative experienced in fast paced call center with good empathetic active listening skills. Able to effectively assess customer needs and problem solve while remaining focused and calm. Resourceful in finding creative solutions. Organized and detail oriented with excellent time management. I am at ease working both independently and as part of a team. Good verbal and written communication skills. Proficient in MS Office Suites and Social Media. Fluent in German. E-commerce Help Desk support. Experienced with website Chat Team.

Creative problem solver Multitasking skills Calm under pressure Independent worker Dedicated team player Flexible Critical thinking Strong conflict resolution skills Goal Oriented

PROFESSIONAL SUMMARY

SKILLS

W

ORK

Travel administration MS Windows proficient Exceptional time management skills Customer service-oriented Fast learner Interpersonal skills

Product Build Specialist, 08/2012 to Current The Mark Travel Corporation – Milwaukee, WI

Obtain scanned records and upload them into the database. Enter numerical data into databases in a timely and accurate manner. Maintain inventory in internal system. Resolve customer service issues. Efficiently and accurately implement and maintain contracts and changes into internal system.

Traterra - Travel Expert, 06/2011 to 08/2012 The Mark Travel Corporation – Milwaukee, WI

Provided a full range of travel services and high touch support to clients in a highly personalized manner Learned, referenced and applied product knowledge information. Communicated all companiy initiatives and promotions to customers to generate return business. Provided added value to travel plans Entered and updated as needed client information in CRM

Customer Support Representative, 11/2008 to 02/2009 Kohl's Corporation – Menomonee Falls, WI

Email Customer Support Responded in a timely manner to all written store complaints from 940 stores. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Directed correspondence to appropriate individuals and departments when necessary.

Customer Care Specialist, 10/2008 to Current The Mark Travel Corporation – Milwaukee, WI

H

ISTORY

Answered an average of 50 calls per day by addressing customer inquiries, solving problems,and providing vacation suggestions. Booked reservations for Funjet Vacations, Southwest Vacations, and MGM Mirage Resort Vacation brands. Politely assisted customers on the phone and online via chat. Scored in top 10% of employees in annual sales. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Asked open-ended questions to assess customer needs. Customer Service, 08/2007 to 10/2008 Colony Brands, Inc – Monroe WI

Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Assisted customers with food selection, inquiries and order customization requests. Developed reputation as an efficient service provider with high levels of accuracy. Dedicated to continuously improving sales abilities and product knowledge. Review accounts, track shipments, adjust orders. Process payment, update profiles.

Reservation Agent, 10/2005 to 10/2007 Great Wolf Lodge Resorts – Madison, WI

Developed reputation as an efficient service provider with high levels of accuracy. Scored in top 10% of employees in successful resolution of issues Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Emphasized product features based on analysis of customers' needs. Contractor/Driver, 06/2002 to 10/2005 Bonded Messenger Service – Madison, WI

Picked up incoming stock and delivered materials to designated locations. Safely loaded and unloaded deliveries according to size of load and content description. Operated delivery vans in accordance with company safety policies and procedures. Established and maintained excellent customer relationships. Submitted all delivery documentation in a timely manner.

Associate of Arts: Liberal Arts, University of Maryland - Karlsruhe, Germany CTA : CTA, 2012 Travel Institute -

E

DUCATION

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