Kelly Kopenski

Customer Service Agent/ Manager

269-***-**** · ado3bd@r.postjobfree.com

email

Skills

Banking operation

support. Customer service

excellence. Inbound call

answering. Organization and

records keeping. Members

account management.-

Trained in sales, retail

marketing. Service

upsetting. Order, refund

processing.

Upbeat, knowledgeable and

efficient member services

representative equipped

to managing positive

member interactions and

provide exemplary customer

service. Promote products

and services, answer

questions and seek

timely resolutions to

satisfy customer and

maintain high productivity.-

Excellent communicator

with attention to detail and

good management skills. 33

years of exemplary customer

service.

Hobbies

Reading, working out,

golfing. Sun, beach, water.

Spending time with my

grandsons and family.

Profile

Passionate, knowledgeable and detail oriented customer service professional with 33 years of experience. Hard working and reliable. Trained in and successfully execute conflict resolution. Excellent time management, problem solving and leadership abilities. Equipped to managing positive member interactions and provide exemplary customer service. Employment History

Customer service, PNC bank, Kalamazoo

December 2015 — Present

• Engaged with customers to understand and resolve issues and answer questions.

• Processed credit card orders and coordinate delivery to meet customers needs.

• Performed support functions such as processing payments and reconciling accounts.

• Completed more than 90 calls per day and maintaining good call control.

• Satisfied customers every day with fast, friendly, knowledgeable support for credit card needs. Carried out high quality work with little oversight.

• Resolved problems such as fraud on credit card and unknown charges

• Met targets consistently with strong attention to detail. Pharmacy tech, Pattie drogs, Baldwin

June 2010 — November 2014

• Filled prescriptions by retrieving, counting and pouring pharmaceutical drugs, verifying medicine concerns and checking for interactions.

• Processed medical insurance claim forms and electronic transmission to obtain payment for orders. Verified written and electronic orders to prevent error.

• Cleaned and sterilized work area.

• Documented narcotics to maintain current tracking.

• Registered all related sales on assigned cash register. Collected and handled cash.

• Satisfied customers every day with fast, friendly and knowledgeable support. Maintained and updated files and records to support efficient operations.

Management, Brann's Restaurant, Wyoming

Languages

English

February 1987 — August 2009

• Supported back office procedures including hiring and employment process. Compiled with all guidelines involving safety, loss prevention and cash handling procedures.

• Attracted new customers with social media, marketing.

• Built relationships with vendors and monitored supply chain.

• Drove single years sales growth of 33%, setting a new record company wide. Increased revenue.

• Managed employees, scheduled shifts. Provided training needs and conducted performance review.

• Increased employee job satisfaction with motivational approaches. Resolved problems promptly with employees and customers. Enforced company policies and improving operations.

• Managed daily operations, budget, expenses. Reviewing monthly profit and loss statements.

• Improved customer satisfaction and loyalty by building an atmosphere focused on positive, memorable experiences.

• Coordinated high quality service and hospitality for patrons. Supervised team members to consistently meet customers needs. Education

Business management, Davenport University, Grand Rapids June 1985 — April 1988

• 3.8

• Volunteer

• Minor medical field

Courses

Medical transcription, Davenport

April 1998 — December 1998

References

Tom Brann from BRANN'S RESTAURANT

616-***-**** · branns restaurant@ hotmail.com

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