Customer Service Experience

Deborah Svanoe

Saint Paul, MN ***** / C: 612-***-**** / *.******@*******.***

+

Summary

Decades of job experience and life experience result in successful interaction with customers/clients, in person and by phone. I am equally focused on proficiency, accuracy, and good time management; I am highly literate and can communicate well verbally as well as through written correspondence.

Experience

Customer Experience Specialist 12/2023 to 5/2024

HearUSA Roseville, MN

HearUSA plc via HireProHealth Recruiting Firm

As a front desk receptionist at a small hearing aid clinic, my duties included receiving clients, cleaning and repairing hearing aids, processing repair orders, receiving orders, handling inbound and outbound calls and scheduling appointments. I worked closely with the audiologist to manage the flow of clients and service their hearing aid needs.

Customer Service Representative 1/2021 to 5/2022

DailyPay, Inc Mpls, MN

I worked remotely from home, taking inbound calls from clients regarding their accounts. Issues I helped callers with involved problems accessing their wages and paychecks, and I practiced great empathy, patience and skillful problem solving. I was proficient at de-escalating the frequent high stress situations involving clients' financial hardship. I maintained perfect attendance, and met the job expectations, which qualified me for every scheduled merit raise. I was well-versed at navigating between several online platforms, and completed clear and concise records of each call. This was a remote, work-from-home position.

Customer Experience Representative 5/2019 to 11/2020

Medtronic, Inc. Columbia Hts, MN

Medtronic plc via Mindlance, Inc. Staffing Agency

Responsible for improving the patient and customer experience with implanted heart device remote monitoring. This team was a new venture for Medtronic requiring the ability to follow work processes but also document and recommend process improvements to make the project successful. This was an on-site position, then transitioned to remote, work-from-home after March of 2020.

Duties and Skill Requirements Included:

Daily activities contacting patients regarding their home monitor, helping in returning the monitor if it was no longer needed, connecting the patient with the proper team if they needed troubleshooting assistance and ordering return products for the patient as necessary.

Working knowledge of HIPPA laws and regulations as well as yearly privacy training

Manage inbound call queue

Ability to work in several software applications at once including Excel, Cisco Finesse, and internal systems which typically meant navigating 3-5 systems at once to ensure the patient was properly assisted

Using Excel to manage day to day outbound call activities as well as document call results

Empathetic listener to best understand how to help the patient or caregiver

Making complex processes simple for patients and customers

Work with minimal supervision and drive personal results as well as being a team player

Process improvement recommendations and implementation when appropriate

Ability to work cross-functionally with various organizations in the company

Service Representative 7/2015 to 2/2019

Service800, Inc. Long Lake, MN

I performed Business- to- Business follow-up survey calls. Clients included Medtronic, Panasonic, and Johnson & Johnson. I called their customers to gauge satisfaction regarding quality of services received from their help-desk or on-site technicians. Calls were made to these companies’ clients at Hospitals, Manufacturing facilities or private residences. A high level of professionalism was required to communicate with professionals in each field. I documented each interaction during the call and summarized it after the call. This was a remote, work-from-home position.

Receptionist 9/2014 to 7/2015

Finzer Roller Blaine, MN

Duties included Front desk, answering and routing phone calls, receiving visitors. I utilized Microsoft Word and Excel to create charts, graphs, and reports. Employment was through Prostaff Temp Agency.

Education

High School Diploma: Music

Edina-West High School Edina, MN

Member of Edina West High School Concert Choir

Maintained a B average

Nutrition

St. Mary’s Minneapolis, MN

I attended a course in nutrition to further education for the purpose of advancing in a career in nutrition.

Northwestern College Roseville, MN

Attended Northwestern College 1 years, part-time

References

Former Supervisors:

Dr. Tara Brink, Audiologist On-site supervisor, HearUSA Roseville, MN clinic: 651-***-****,

c: 605-***-**** ****.*****@*******.***

Staffing Agency: HireProHealth Molli Jahns recruiter, 562-***-****, ******@*************.***

Dave Warrington Supervisor, DailyPay, Inc. Mpls., MN 612-***-****

*****.**********@********.***

Rob Bakeberg Supervisor, Medtronic Monitor Returns Team Columbia Hts, MN 651-***-****

******.*.********@*********.***

Staffing Agency: Mindlance, Inc. Chris Benjumea, Sr. Talent Care Specialist, w. 201-***-**** *********@*********.***

Lori Henderson Supervisor, Service800, Inc. Texas, 830-***-****

Personal reference:

Colette Svanoe niece, music teacher, Music Director at

Advent Lutheran Church Maple Grove, MN 651-***-****

Feel free to contact my past employers

Resume

Following is a brief resume for the purpose of applying for a clerical position. Thank-you for your consideration!

Deborah Svanoe

Job Application

Contact this candidate