Customer Service Tech Support
Resume:
MECHELLE HARTMAN
University Place, WA *****
****************@*****.***
Results-driven professional with over a decade of experience in customer service, administrative, and sales roles across diverse industries. Proven track record in the travel and financial industry, managing high-call volumes, delivering exceptional support, and resolving complex inquiries. Demonstrates excellent communication, multitasking, and problem-solving skills. Leverages advanced computer skills to drive business growth and improve operational efficiency. Strong work ethic with the ability to foster positive client relationships.
Managing high call volumes with exceptional phone
etiquette, and excellent customer service
Escalation management, proficient problem solver
CRM management, virtual/tech support, administrative tasks, managing network systems, and data entry
Multi-screen window management, multi-line phone system coordination, expertise in software navigation
Excellent communication skills
Account management, strong multitasking and
organizational skills, attention to detail
08/2024 to Current
CURRENT
University Place, WA
Certified Notary Public
Creating and maintaining records of notarized items in paper and electronic forms. Attended continuing education seminars in order to maintain active status as a Certified Notary Public. 03/2021 to 07/2024
BECU
Kent, WA (Remote)
Contact Center Consultant
Leveraged critical thinking and problem-solving expertise within the realm of finance, achieving a promotion after the first year. Expertise in account overviews, troubleshooting, processing payments, and transactions related to credit cards, loans, and mortgages.
Utilized network systems, CRM applications, and VPNs to offer tech support, completing daily tasks seamlessly. Implemented an in-depth understanding of navigating mortgage details, credit card transactions, loan policies, savings plans, and associated banking services to precisely direct members according to their needs. Strengthened overall branch operations by effective team communication, emails, and member calls. Assisted with product information and billing queries.
Maintaining and utilizing filing systems for sensitive documents to ensure precise account management and financial operations through general account maintenance.
Managing high call volume efficiently, resolving a broad range of member and prospective member inquiries with accuracy and professionalism.
Enhanced member experience by efficiently completing transactional tasks and addressing member concerns. Skillfully navigates and resolves complex inquiries and disputes, providing tailored solutions through effective troubleshooting. 03/2017 to 05/2020
HOLLAND AMERICA LINE
Seattle, WA (Remote)
Reservations Admin Coordinator-Contact Center
Enhanced daily tasks by applying advanced computer skills in software applications such as Microsoft Office, Outlook, Word, and Excel. Streamlined operations by effectively using system databases and shared inboxes. Delivered exceptional customer service while managing high call volumes of 50 to 100 inbound calls daily. Coordinating with travel agents and customers, both internationally and domestically to manage itineraries. Assisting operations by issuing tickets, refunds, booking flights, scheduling amenities, and processing documents. Promptly addressed and maintained records of customer interactions, transactions, inquiries, and concerns. Collected payment for customer accommodations, including but not limited to ticketing, transportation, and reservations. 01/2014 to 07/2015
AMERICAN MEDICAL SECURITY
Tacoma, WA
Administrative Sales Assistant
Maintained a high level of precision while performing order processing, data entry, and payment collection, utilizing CRM applications.
Generated leads through cold calling, online searches, and referrals from existing clients. Informed customers about current promotions and discounts.
Created and maintained filing systems for customer records and documents. Utilized proficiency in customer relations to devise and implement effective solutions.
12/2011 to 01/2014
INFINITY MARKETING INC.
Seattle, WA
Sales and Marketing Agent
Conceptualized targeted marketing approaches to boost client interaction and awareness. Aligned promotional methods with new customer preferences through comprehensive market and consumer insights research. Secured a daily acquisition rate of 5-10 clients by creating innovative marketing strategies. HIGH SCHOOL DIPLOMA
Mount Tahoma High School, Tacoma, WA
Microsoft office Tech support POS systems CRM systems Managing network systems Database management
*Certified Notary Public License *References Available Upon Request SUMMARY
SKILLS
EXPERIENCE
EDUCATION
TECHNICAL SKILLS
CERTIFICATIONS AND REFERENCES
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