SD

SUZANNE DEWALL

adzqsl@r.postjobfree.com 920-***-**** Appleton, WI 54915

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. High-energy attitude

Conflict mediation

Courteous demeanor

Technologically savvy

Inbound and Outbound Calling

Call Center Operations

Charter Spectrum Appleton, WI

Customer Service Representative

01/2017 - Current

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Demonstrated excellent communication skills in resolving product and consumer complaints.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Set up and activated customer accounts.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Educated customers on special pricing opportunities and company offerings.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Used proven techniques to de-escalate angry customers during telephone interactions.

Mentored new employees on procedures and policies to maximize team performance.

Little Diner Xpress Appleton, WI

Team Lead

05/2010 - 01/2017

Offered training and support to keep team members motivated and working toward objectives.

Summary

Skills

Experience

Delegated daily tasks to team members to optimize group productivity. Identified needs of customers promptly and efficiently. Oversaw quality control to identify inconsistencies and malfunctions. Provided exceptional service to high volume of daily customers. Greeted customers, answered questions and recommended specials to increase profits.

Operated POS terminals to input orders, split bills and calculate totals. Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.

Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.

Served food and beverages to patrons and immediately remedied issues with orders.

Trained new employees on restaurant procedures and plating techniques. Appleton Area School District Appleton,

WI

Facilities Assistant

05/2001 - 06/2010

Managed systematic maintenance program to prevent equipment and systems failures.

Worked with facility personnel to develop evacuation plans, emergency procedures and testing initiatives.

Utilized maintenance management software to monitor and review workflows and identify areas for improvement.

Responded to facility inquiries and complaints promptly to take corrective action for verified problems.

Called in equipment repair services and maintained office supplies by ordering new inventory.

Conducted regular inspections on building systems to verify proper operating conditions.

Handled maintenance and repair demands by preparing schedules and delegating assignments to team members.

Oversaw vendor-provided building, janitorial, pest control and landscaping services.

Managed system work orders by distributing assignments and closing out completed work after walk-throughs.

Assembled and arranged conference and facility equipment in designated rooms per event requirements.

Prepared for emergencies by creating building evacuation action plans. Responded to space rental inquiries from phone, web or walk-in customers.

Appleton West Appleton, WI

High School Diploma

06/1986

Assisted with development and design of Appleton East Facilities offices. Assisted with implementation of new key cad/Access key system for school district Worked with AASD helpdesk to design new programs for the Use of Buildings Scheduling. Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Education and Training

Accomplishments

Contact this candidate