Customer Service Representative

KAREN WEIDNER

CONTACT

Utica, NY *****

Mobile: 315-***-****

*********@*****.***

WWW: Bold Profile

EDUCATION

BA in Liberal Studies

College of St. Joseph, VT

BA in Computer Information

Technology and Security

Elms College, MA

June 2000

High School Diploma

Rome Catholic, Rome NY

CERTIFICATIONS

IT Support Certificate, Coursera,

07/2023

PROFESSIONAL SUMMARY

Motivated professional with a diverse background in customer service, retail sales, and merchandising. Strong analytical, solution-oriented, and communication skills. Adaptable and thrives in both individual and team-based situations. Builds strong relationships and provides high-level customer service. Committed to ensuring customer satisfaction by delivering exceptional service and unmatched support. Proficient in utilizing customer service best practices and exploring different solutions to address customer needs effectively. Customer Service Representative with top-notch skills in oral and written communication, active listening, and analytical problem- solving. Employs service-oriented behaviors and understands customer desires to enhance experiences and build loyalty through customized solutions.

ACCOMPLISHMENTS

Google IT support Specialist Certificate

SKILLS

Customer Service

Problem-solving abilities

Active Listening

Critical Thinking

Data Entry

Problem Resolution

Call center experience

Computer Proficiency

Customer Relations

Payment Processing

Complaint Handling

Conflict Resolution

Scheduling

Call Center Operations

Follow-up skills

Appointment Scheduling

Documentation

Data Collection

Administrative Support

Customer Relationship

Management (CRM)

De-Escalation Techniques

WORK HISTORY

March 2022 - October 2022

Customer Service Representative, Wipro LTD, Syracuse, NY November 2021 - February 2022

Customer Service Representative, PDMI, Youngstown, OH April 2021 - July 2021

Customer Service Representative, Maximus, Reston, VA September 2020 - December 2020

Customer Service Representative, Metlife, Oriskany, NY June 2016 - November 2019

Setting up heart monitors

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Utilized customer service software to manage interactions and track customer satisfaction.

Streamlined call center processes for improved efficiency and reduced wait times.

Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients. Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Assisted customers in navigating company website and placing online orders, improving overall user experience.

Taking claims and processing claims dental insurance HMO and PPO regulations

Customer Service Representative, AAA Northeast Services, Westminster, CO

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Tracked customer service cases and updated service software with customer information.

Streamlined call center processes for improved efficiency and reduced wait times.

Met customer call guidelines for service levels, handle time and productivity.

PROFILEOFQUALIFICATIONS

Conferred with customers by telephone or in person to provide information about products or services.

Kept records of customer interactions or transactions, recording details of Checked to ensure that appropriate changes were made to resolve customers' problems.

Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Determined charges for services requested, collect deposits or payments, or arrange for billing.

Completed contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Referred unresolved customer grievances to designated departments for further investigation.

Resolved customers' service or billing complaints by performing activities such as refunding money, or adjusting bills

Reviewed insurance policy terms to determine whether a particular loss is covered by insurance.

Reviewed claims adjustments with dealers, examining parts claimed to be defective.

Compared disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Obtained and examined all relevant information to assess validity of complaints and to determine possible causes.

AFFILIATIONS

Society of Women Engineers

International Honor Society and Possess Certificate and Long Life Member

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