Customer Service Representative
Resume:
Melissa Deppe
Canon City, CO. 81212
Home: 719-***-****
***************@*****.***
Career Overview
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. I have always worked in the customer service area whether for the Federal government or as a co-contractor and everything in between. I am mature, positive and proficient. I am a highly enthusiastic customer service professional with years of experience.
Core Strengths
● Active listening skills
● Strong organizational skills
● Courteous demeanor
● Energetic work attitude
● Telephone inquiries specialist
● Customer service expert
● Adaptive team player
● Telephone skills
Accomplishments
Customer Assistance
● Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
● Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Customer Interface
● Greeted customers upon entrance and handled all cash and credit transactions.
● Assisted customers over the phone regarding store operations, product, promotions and orders. Database Maintenance
● Assisted in the managing of the company database and verified, edited and modified members' information.
Educational Background
Fort Lewis College 2001 Bachelor of Arts: Art/Fine Art
Durango, CO
Bachelor of arts with a Bachelor of Fine Arts equivalent.
Work Experience
Elwood Staffing May 2021- April 2022, then hired on full time the Company I was temping for which is Radial.com April 2022 to present
Customer Care Representative
935 1st Ave. King of Prussia, PA. 19406
Although I was a temp agent for the first 11 months, I was hired on as a full time agent with Radial. This is a customer service based company that assists large companies with their customer service needs. I have worked for Aeropostale, Nautica, Kate Spade, Coach and PetSmart Customer Care during this time. I am currently assigned to PetSmart working both Customer Care and Corporate rolls.I began as a phone agent and was moved to the chat and email teams due to my ability to correctly and professionally communicate electronically with customers. I have worked remotely from home for the duration of this job.
●Assisting customers with purchasing of orders.
●Locating packages utilizing tracking methods of the specific vertical (company-PetSmart) to which I am currently assigned.
●Working with customers to resolve issues with missing items, missing packages, payment issues.
●Assisting customers in placing orders.
●Accepted cash, check, credit and debit payments in an accurate and efficient manner.
●Assess customer needs and responded appropriately to questions.
●Issuing credits.
●Issuing refunds.
●Communicating with customers both via phone and email for single contact resolution.
●Providing product information and pricing as well as links to available items that may assist the customer with their particular needs.
●Issuing electronic gift cards and credits when appeasement is necessary or requested.
●Making sure the necessary number of contacts per hour/day/week are reached in order to keep business SLA’s at or above the desired rate.
●Assisting new hires with best business practices and helping coworkers when questions arise.
●I have been a training assistant for 2 new hire classes. One within my particular vertical and one for a different vertical with which I had previously worked.
●I work on the eTeam, which is a level above tier 1 agents. Here I work and approve credits over the tier 1 agent limit of $50, as well as approving reshipments once all requirements have been met. Tier 1 agents not on eTeam are unable to work credits and reships.
●I have been asked to attend focus groups for my particular vertical in order to improve both production and systems.
●Provide professional and courteous service at all times.
●Contact our pharmacy to ensure the customer’s prescription medications are processed when necessary.
●Contact DoorDash to reschedule deliveries as well as to obtain refunds for incorrect or missing deliveries.
●Leave detailed notes, case numbers and cross references for each interaction.
●Currently hold a 97.77% quarterly average for graded customer interactions.
●Adept at multitasking and working within multiple VDI’s simultaneously.
●Experiences in the usage of TEAMS for support and sharing of critical information.
●Moved up to the emailer team where I maintained an average of 99.03 on all graded customer interaction, SOP's, soelling, grammar and first contact resolution.
Diana's Pumpkin Patch And Corn Maze September 23rd through October 31st 2017- present
Admissions Cashier and Reception
Lincoln Park, CO
This is a seasonal position at a pumpkin patch and corn maze. I was the admissions person who's duties were to be cashier and reception to people attending the patch.
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● Minimized long register lines by providing timely sales transaction completion.
● Processed all transactions efficiently and timely.
● Provided professional and courteous service at all times.
● Issued receipts for purchases and gifts.
● Accepted cash, check, credit and debit payments in an accurate and efficient manner.
● Cleaned and straightened work area.
● Assessed customer needs and responded appropriately to questions.
● Operated cash register with proficiency during high-volume shopping times.
● Provided a high level of service by helping customers find the specific products.
● Worked with customer service to resolve issues.
● Added new merchandise to checkout lane shelves and kept displayed products neat and orderly.
●Worked long shifts during busy periods or times of unexpected high volume.
●Processed all transactions efficiently and in a timely manner.
● Minimized long register lines by providing timely sales transaction completion.
● Processed all transactions efficiently and timely.
● Provided professional and courteous service at all times.
● Displayed and restocked merchandise in an appealing manner.
● Issued receipts for purchases and gifts.
● Accepted cash, check, credit and debit payments in an accurate and efficient manner.
● Cleaned and straightened the work area.
● Assessed customer needs and responded appropriately to questions.
eCollege June 2007 to September 2008 Help desk technician
Denver, CO
● Technical computer support for both students and instructors for over 250 online schools.
● Used problem solving skills
● Spoke with students and instructors via phone and email to fix technical issues as related to their particular course platform, including audio/video, e-books.
● I taught new employees
● Was on a team to determine and report best practices for new employees, current employees, team leads and customers.
●Assisted professors and students with accessing programs and testing.
●Troubleshooting of technical issues with the school platforms.
●Also worked remote from home for this job for the last couple of months due to high risk pregnancy at 7 month mark.
●Recovered passwords.
●Notated all interactions.
Internal Revenue Service October 2004 to April 2007 ACS SB/SE (Automated Collections Systems; Small Business/Self Employed)
Denver, CO
● Took calls from taxpayers owing either money or tax filings who owed between $1-$100,000. ● Sent tax information and agreements to taxpayers in order to help them resolve their own cases. ● Took in-calls as well as making out-calls.
● Issued and released levies
● Issued and released liens
● Cleared cases due to time limitations, death
● Took financial information to determine eligibility to pay
● Set up payment arrangements (installment agreements)
● Sent customer information
● Spoke with taxpayers, CPA's and lawyers
● Was a subject matter expert or SME who took additional classes and was the only team member able to input schedule B information for businesses ridding them of or reducing penalties and interest and bringing them up to date.
● Filed multiple tax fraud cases to Criminal Investigation Division (CID)
● Took SME classes to learn how to use and install the newest IRS computer systems used, (Still in use today.) Install systems on teammates computers
● Was chosen as the first IRS group in the country to test properly using both Internet and Intranet to search for information, search for tax evaders current location information, phone number address etc., and show it could be a valuable asset if used properly.
Colorado Powersports February 2002 to August 2003 Cashier/Receptionist/Parts Dept./Accounts Payable
Denver, CO
● I was the only cashier for the store
● Answered and transferred phone calls
● Stocking
● Shipping and receiving
● Weekly and yearly inventory counts
● Answered general questions
● Assisted customers
● Closed register nightly
● Closed store nightly with Supervisor
● Made daily bank deposits of previous days profits
● I was then moved from the store to the Accounts payable office where I was responsible for accounts payable for 3 of the 5 stores.
● Cut checks bi-weekly
● fixed and kept up equipment as well as ordering supplies and paying suppliers.
● Delivered mail
Landscape Accents May 2000 to August 2000 Co-Contractor
Denver, CO
● Worked my own hours
● Picked up plants and flowers needed for individual locations, deliver and install and maintain designs. ● Weeding, dead heading and watering
● Worked 6-8 separate locations daily including public and private displays, displays in apartment complexes, businesses and large gardens.
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