Customer Service Call Center

ROBIN LENTZKOW

Marion, Iowa *****

319-***-**** - *****.********@*****.***

SKILLS

Proficient in Microsoft Office

applications

• Experience with PeopleSoft, ACT,

SugarCRM, and Brandwise

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• Complaint Handling • Customer Relationship Management

• Customer Needs Assessment • Payment management

• Team training and development • Queue management

• Troubleshooting • Shipment Tracking

• Sales follow-up • Returns processing

• Call Control • Documentation and notes

• Public Speaking • Customer queries

• Appointment Coordination • Company policy adherence

• Call center experience • Product Sales

• Customer Retention • Email management

• Presentation Skills

PROFESSIONAL SUMMARY

Dedicated and results-driven professional committed to achieving excellence in both personal and professional endeavors. Seeking a Customer Service or Customer Care position to leverage my skills and extensive experience. Driven Manager with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

WORK HISTORY

03/2020 to Current Customer Service

TCS – Cedar Rapids, Iowa

• Work in both office and WFH settings

• Assist clients with fixed and variable annuities

• Handle claims calls, helping agents and beneficiaries collect on death payments. Explained online self-help options to customers to promote additional and after-hours support choices.

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Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

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Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

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01/2019 to 03/2020 Customer Service

AEROTEK – Cedar Rapids, Iowa

• Provided customer service support.

Provided company information and policies to customers upon inquiry and answered questions via phone,

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Described product and service details to customers to provide information on benefits and advantages.

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Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.

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Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

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01/2013 to 01/2019 Territory Account Manager

CCP Industries – Cleveland, Ohio

Manage territory Area 326, including Cedar Rapids, Waterloo, Dubuque, and Iowa City

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Sales and service of B2B products such as safety equipment, PPE, industrial wipers, janitorial supplies, and work garments

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• Handle time and travel management, sales, and various reports Achievements: Presidents Club, Rookie of the Year, and over 109% yearly territory growth.

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• Documented time, calls, and results, and submitted reports.

• Monitored expenses and time usage to maximize effectiveness. Developed and presented talks on available products and services that could meet current business needs.

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Researched competitor activity and used findings to develop sales growth strategies.

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Established successful account relationships by building rapport and maintaining consistent communication.

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Worked with vendors and suppliers to support timely delivery of products and services.

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Achieved sales goals and service targets by cultivating and securing new customer relationships.

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04/2008 to 01/2013 Territory Manager

Palmer and Associates – Kansas City and Dallas, Texas

• Managed sales and service for East and Central Iowa

• Focused on retail stores, with an emphasis on women's accessories and jewelry

• Handled time and travel management, sales calls, and all reports

• Participated in sales seminars in Dallas, Toronto, and Kansas City

• Attended trade shows in Atlanta and Dallas

• Achievements: Annual sales of $765,000 and a 90% customer retention rate. EDUCATION

1973 High School Diploma

Oelwein Community High School - Oelwein, IA

HOBBIES AND INTERESTS

• Motorcycling

• Boating

• Gardening

• Home decorating

REFERENCES

Available upon request

BOATING, GARDENING, SEWING, CRAFTING, MOTORCYCLING, RACING My family is very active in snowmobile racing, both on grass and snow. We have won many national awards and I like being a part of the team. I enjoy boating in the summer and sad when the season is over .

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