Customer Service Representative

Patricia Henson

Redgranite, WI ***** 715-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

I am seeking a full or part-time position in a call center or remote call center capacity. As a Customer Service Representative, I try to bring top-notch skills in oral and written communication, active listening, and analytical critical thinking skills to each situation I am in, I try to enhance the customer’s experiences by employing service-oriented behavior, and understanding of the customer’s desires, and provide customized solutions to build loyalty. I am enthusiastic about promoting lasting customer satisfaction by delivering quality service and unparalleled support.

SKILLS

On administration teams for social media groups. Proficient or familiar with a vast array of computer software including Zendesk, Adobe and Adobe Suites, Photo Shop, Photo, and image manipulation, Picmonkey, Microsoft Windows Programs, Word, Excel, One Note, Publisher Outlook, PowerPoint, 3742 Data Processor, Einstein 360, Creating Advertising materials using photo editors and Photodex.

WORK HISTORY

REMOTE CUSTOMER SERVICE REPRESENTATIVE 02/2022 to CURRENT

Fiserv

Working in a customer service position within their credit card processing department, helping customers of the banking institutions which Fiserv support, with account issues, credit card transaction declines, payments, and fraud alerts. Updated account information to maintain customer records. Answered a constant flow of customer calls with minimal wait times.

CUSTOMER SERVICE SPECIALIST 09/2019 to 02/2022

American Girl Middleton, WI

Working in a seasonal position with American Girl as a direct service representative, helping customers, placing orders, and answering direct product questions, emails, returns, and replacements. addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions and achieved a high satisfaction rating through proactive one-call resolutions of customer issues.

CUS 3 & 4 REPRESENTATIVE 08/2019 to 05/2021

Swiss Colony Brands

Currently working as a cus3 and cus4 representative, taking orders, billing, returns, and replacements, for the catalogs that they represent. While offering advice and assistance to customers, paying attention to special needs or wants. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

BOOKING AGENT PREFERENCE GATHERING CUSTOMER SERVICE REPRESENTATIVE 05/2017 to 02/2019

Working Solutions

Provide excellent customer care and sales to the customers of the client which Working Solutions represents which include gathering preferences so our veterans can obtain health care in the community and forwarding the information to the appointing teams.

Set up travel itineraries including, flight, hotel, features, ground transportation, rental cars, and travel insurance, booking, changing, travel itineraries, for travel brands presented to us by travel agents. Provided high-level customer service to each person by engaging customers and using active listening and effective people skills. Prepared customer invoices, accept payments, and processed refund and cancellation requests. Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.

CUSTOMER SERVICE ADVISOR TECHNICAL SERVICE ADVISOR 06/2017 to 12/2018

Transcom Worldwide

Provide excellent customer service and technical service to the clients of the customers which Transcom represents. Duties: troubleshooting IOS devices and informing the client’s customers about how to back up their devices. Helping large volume of customers every day with a positive attitude and focusing on customer satisfaction. Responded to customer needs through competent customer service and prompt problem-solving, describing product highlights and benefits to help guide purchasing decisions, and addressed complex issues by scheduling repair appointments.

CUSTOMER SERVICE TECHNICAL SERVICE REPRESENTATIVE 10/2016 to 06/2018

CONVERGYS Remote

Provide excellent customer service and technical service to the clients of the customers which Convergys represents by troubleshooting and providing customer service to the customers of the clients that Convergys represent including upselling, recommending products to customers, thoroughly explaining details, and answering customer telephone calls promptly to avoid on-hold wait times.

LINE THERAPIST 10/2014 to 10/2016

Work with children with Autism in a Line Therapist capacity by teaching educational, communication, and appropriate social skills.

CUSTOMER SERVICE REPRESENTATIVE 09/2006 to 02/2011

Miles Kimball Co./Silver Star Brands

Take customers’ inbound telephone calls, regarding orders, Process customers’ complaints, Process returns, and enter catalog orders from five of the catalogs that Miles Kimball represents.

PERSONAL ASSISTANT 07/1996 to 01/1998

Weatherseal Holdings

Responded to emails and other correspondence to facilitate communication and enhance business processes. Oversaw personal and professional calendars and coordinated appointments for future events. Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation. Maintained appropriate filing of personal and professional documentation. Displayed absolute discretion at handling confidential information.

CUSTOMER SERVICE REPRESENTATIVE/TELEPHONE OPERATOR 07/1986-1993 - 02/1996

Fox Valley Securities

Taking messages and relaying them between the businesses represented by Fox Valley Securities and their customers, Monitoring Security Alarms and notifying the owners and the correct emergency services departments needed. Offered customer advice and assistance, paying attention to special needs or wants. Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

PERSONAL ASSISTANT 06/1993 to 01/1995

Aarid Enterprises Baltimore, MD

The CEO and owners of the company, filing, answering telephones, and arranging international and national shipment of goods. Checking shipping rates, and scheduling shipments. Screened calls and emails and initiated actions to respond to direct messages for managers. Organized and coordinated conferences and monthly meetings.

EDUCATION

BACHELOR OF SCIENCE in Psychology

UNIVERSITY OF PHOENIX July 2011

ASSOCIATES OF SCIENCE Health Management

University of Phoenix

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