Postal Mail Service Representative

Tabitha Standberry

mobile: 815-***-**** *********@*****.***

Career Objective

Client representative with over 25 years’ experience supporting company administrative, communication, and customer care needs. Possess extensive call center experience and high-level skill navigating multiple software applications to achieve desired customer outcomes. Currently seeking new opportunity with an organization dedicated to high quality customer service satisfaction while meeting organizational goals.

Key Skills

Aim to meet customer satisfaction goals aligned with the organizations mission

Adapt well to change in daily workflow and processes

Collaborate well with teammates and other interdepartmental teams to achieve customer goals

In-depth knowledge of processing orders, compute charges, and administer billing and/or payments

Hands-on experience in reviewing, updating, or making changes to customer accounts

Able to efficiently process customer inquiries which may include escalated complaints for resolution

Extensive skill managing customers that exhibit high dissatisfaction with products or service

Employment History

Facility Service Representative 2/2020 – 8/2022

Preferred Podiatry Group - Chicago, IL

Engaged with nursing homes daily via telephone, email, and text, to ensure all inquiries are addressed in a timely fashion

Manage 100 inbound calls, performing 25 outbound calls, and sending 50 emails a day

Worked with technology platform in sales force team to determine the appropriate next action to be taken, and ensure that all the information is entered in our platform on a timely, consistent basis

Facilitated outbound calls with both physicians and nursing homes to ensure fluid communication regarding patient care needs

Worked with logistics coordinators to process scheduling needs and changes

Processed patient’s applications eligible for care to podiatrist per workflow

Customer Service Representative 4/2016 - 1/2020

The William Everett Group – Chicago, IL

Served as first point of contact for customers with utility questions

Explained billing types, charges, rates, and municipal requirements

Accurately maintained customer database

Direct unresolved / out of scope issues to second level support

Notate events and problems and their resolution

Team Leader-Customer Service Analyst 2/2010 to 6/2014

The Warranty Group – Chicago, IL

Organized and revised the workflow and workloads of employees during their shift

Adjudicated and processed home warranty/consumer electronic claims in accordance with the terms and conditions of the claim’s procedure

Supported staffing and scheduling needs, overtime, vacations, etc.

Provided claim related assistance in answering questions and accepting escalated issues for the staff.

Investigated customer complaints or escalated issues that cannot be resolved at staff level

Maintained working knowledge of program by studying program materials and participating in training activities

Monitored calls, operation records, databases, and documents to ensure efficient and quality service and productivity by using various systems.

Assisted managers, and staff in problem solving issues by offering solutions.

Customer Service Specialist 7/2007 to 1/2010

Dyson, Inc – Chicago, IL

Responsible for diffusing escalated issues from customers via phone, email, and postal mail.

Handled shipping process of products to various warehouses.

Managed key tracking spreadsheets for exchanges, refund requests, shipments of products and product liability

Interviewed potential candidates, develop orientation of new hires

Responsible and accountable for providing floor support and performing administrative/reporting functions

Acted as liaison between customers and Better Business Bureau regarding complaints

Mortgage Customer Service Coordinator 9/2001 to 9/2006

ABN AMRO – Norridge, IL

Supervised team of customer service representatives to ensure departmental goals were met.

Coached, mentored, and monitored customer service calls

Conducted weekly team meetings and training for new procedures and updates.

Administered performance reviews and corrective action measures.

Completed voluntary supervisory training courses.

Successfully managed and maintained an organized, healthy work environment.

EDUCATION

Phillips College of Chicago, Chicago, IL

Associate Degree in Business

Cregier Vocational High School – Chicago, IL

General Studies - Diploma

ACCOMPLISHMENTS

Performance Excellence 2017 & 2018

Most Valuable Professional 2016, 2018, 2019

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