Customer Service Experience, Inside Sales Rep, Fast-paced Call Center

Lori L. Schroeder C: 920-***-**** linkedin.com/lori-schroeder

Drives sales and delivers best-in-class omnichannel customer experience through a balanced high-tech, high-touch approach. Delivers on enterprise end-to-end SaaS solutions, serving as front-line support for new and existing clients with first-class customer service in managing the user community. Provides best-in-class support to set the standard for quality by quickly identifying the customer’s needs using active listening to understand their issues. Handles tasks efficiently to ensure a timely response to meet KPI’s. Interacts positively with internal and external clients while developing rapport and relationships with current and potential clients. Articulates relevant information in an organized and concise manner for accurate and helpful responses. Demonstrated ability in de-escalating situations and problem-solving to maintain customer satisfaction. Proficiency in Microsoft 365, Zendesk and Salesforce CRM software, and Google Suite to elevate brand presence. Professional Experiences

Undisclosed Appleton, WI

Customer Service Representative Aug. 2023 – present First point of contact for providing knowledgeable responses and administrative support thoroughly managing inbound calls to quickly identify the root cause of issues. Uses a customer-centric approach for open-source, integrated, and SaaS platforms including desktop phones, laptops, smartphones and tablet technologies. Creates a positive first impression through effective communication for smooth operations, contributing to a customer-facing service team. Acts as liaison between customers and support team with accuracy to ensure swift resolution. Efficiently creates a support ticket in Zendesk and escalates complex cases as needed to ensure client’s needs are met and expectations are exceeded. Responds to inquiries with a clear, kind, and energetic phone presence promoting products and generating add-on sales revenue. Drafts emails and other correspondence for subscription renewals and sales proposals. Engages with the sales team in lead generation and qualification efforts, providing actionable intelligence for the marketing team. Nurtures leads for business development to qualify opportunities. Critical thinker who can troubleshoot projects and processes as work evolves. Demonstrated history of working in the information technology and services industry driving change. We assist customers to build a digital presence that delivers results ensuring the long-term success of every partner, bridging innovative transformation using emerging UCaaS technology to leverage quality customer support ensuring excellent satisfaction, so they are able to maximize the value of our enterprise software. TURNING POINT DOOR COUNTY Sturgeon Bay, WI

Direct Support Professional Feb. 2023 – Aug. 2023 Trusted caregiver provides specialized in-home support for neurodivergent clients understanding their needs, strengths, and challenges. Commitment to quality care includes creating a healthy environment for the highest level of independence while promoting safety and mitigating risks. Self motivated, flexible, and disciplined caregiver with the ability to work independently as well as in a team environment. Makes a meaningful difference through quality care exemplifying positive choices in a friendly manner. Assists the client in learning daily living skills with a sense of empathy while making lasting, positive changes. Demonstrates an understanding of the cultural differences among diverse groups and the need to adapt service provision to match these differences in respectful ways. Adapts to changing circumstances with patience and professionalism responding to difficult situations using diplomacy in a calm and professional manner. Inspires creativity by promoting individuality, trust, and respect so they can tell their own story. We care for people so they can be their best. Contributes my talent and insights into company initiatives, which may include assisting staff members during team initiatives, helping clients achieve their goals, and enhancing the overall care experience. NETWORK HEALTH INSURANCE Menasha, WI

Claims Administrative Assistant July 2022 – Jan. 2023 Supports the operations team by handling incoming medical claims to enhance day-to-day operations required to meet the service level standards of the Operations Team. Document processing and reports includes scanning and indexing forms for the Claims Department during the open enrollment period. Resolves issues before claims payment to avoid re-adjudication and appropriately escalates member grievances or concerns to a manager requiring strong analytical skills. Meets departmental performance goals, which are measured by meeting claims turnaround time, individual productivity, quality and accuracy of work completed. Protects privacy and maintains confidentiality of sensitive employee, participant, and agency information. Uses organizational skills to manage a heavy workload meeting all production and team goals. Reviews Grievances and Appeals for members and providers to assist Claims Analysts. Recognizes when alternative perspectives are required to take appropriate actions. Maintained detailed record-keeping and high standards of accuracy in data entry to ensure invoices are true and correct. Use of inherent aptitude for problem solving and critical thinking to deliver optimal outcomes and ensure timely processing of all claims in compliance with all state and federal regulations. Coordinates with the Manager, Member Experience Performance and Quality in communicating results to optimize outcomes and member experience. HOME INSTEAD SENIOR CARE Appleton, WI

Personal Caregiver April 2018 – June 2022

Pleasant and engaging caregiver assists the client to reach and maintain the highest level of progress by ensuring efficiency, compliance, and a high standard of care in order to remain independent. Assists with activities of daily living promoting personal well being and provides support with housekeeping tasks. Possesses interpersonal skills necessary to collaborate with family members, peers and staff in a courteous and confidential manner. Efficiently enriches lives through initiative, independent judgment, and discretion. Empathetic and patient with the ability to remain calm under pressure. Assists in Long-term Care facilities alongside nursing staff as needed. Provides meaningful companionship and personal cares to enhance the quality of life. Takes clients on outings for leisure activities and appointments. Excels in remote work skills providing personalized support and fostering positive relationships. J.J. KELLER & ASSOCIATES INC. Appleton, WI

Encompass Customer Support Dec. 2017 – March 2018 through Robert Half Tech Solutions Delivers solutions in alignment with company goals and expectations through effective use of Encompass consultative engagement process for setting up new accounts, activating services, and processing payments. Ensures that customers are supported in integration training to configure, adopt and launch the platform. Efficiently uses case management in Zendesk to ensure a smooth end-user experience. Analyzes and resolves routine customer support issues of diverse scopes. Effectively and simultaneously accesses and enters data in multiple software programs while educating drivers on navigating ELog software. Promptly responds to calls, emails, and other direct contacts in a timely manner. Off-phone duties include monitoring the ticket queue for open service requests and making required callbacks to assigned customer tickets with agile scrum experience. Adheres to established quality standards providing complete and expedient resolution of issues. Collaborates with managers in the transportation industry leveraging my technical prowess and sales acumen to forge lasting partnerships as I execute on client expectations. PITNEY BOWES INC. Neenah, WI

Product Support Specialist Dec. 2005 – Jan. 2011

First call resolution in fielding a high volume of inbound phone calls maintaining service levels and meeting quality standards. Provides the highest level of service while using an inbound call flow guide with step-by-step solutions. Asks clarifying questions to efficiently identify and resolve customer needs. Resolves technical issues with hardware and software efficiently and effectively by clarifying issues, researching and exploring possible causes. Provides solutions appropriately educating customers with current product updates and schedules appointments for field technicians. Initiated consultative engagement process for setting up new accounts, activating services, and processing payments. Trained to cross-sell meter move packages earning a premium. Joined the Spanish line interpreting calls independently and collaboratively across departments. Achieved the quality assurance standards set for the department by following established policies and procedures. Attracts new potential and increased activity from existing customers by identifying opportunities to cross sell additional products and services. Collaborates with the shipping department ensuring timely order fulfillment.

PITNEY BOWES INC. Neenah, WI

Inside Sales Account Manager Jan. 2011 – June 2017 Responsible for driving profitable sales growth filling a robust lead pipeline across diverse channels to deploy SaaS solutions. Prospecting, qualifying, managing opportunities to achieve sales targets and revenue goals, taking true ownership of customer needs and issues. Unearths new sales opportunities and converts them into long-term partnerships. Provides service and quality support to internal and external customers via phone, email, and WebEx in the role of Moderator while conducting virtual demonstrations to showcase key features. Promotes new business of SendPro web-based platform through a consultative engagement approach. Ensures that customers are supported in integration training to configure, adopt, and successfully launch the platform. Provides epic training on best practices to ensure successful deployment. Conducts proactive consultative analysis to identify and act upon opportunities to up-sell and cross-sell customers. Owns the sales pipeline, maintains an acute understanding of all active opportunities, ensuring every prospect receives timely responses, follow-up, and next step actions to move them forward. Netting monthly individual sales goals resulted in regularly receiving incentives and commission payout. Champions growth opportunities by generating new business, collaborating with customers and business partners with our end-to-end mailing solutions to sustain a win-win client and company outcome.

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