Customer Service Representative

M. MELISSA POHLGEERS

********.*********@*****.*** 859-***-**** Ft. Mitchell, KY 41017

PROFESSIONAL PROFILE

Experienced Project Manager: Coordinated scheduling, aided 2,000 clients in medical care access.

Critical Thinker: Demonstrated capabilities in the reduction of company expenses, improved quality and standards of record and office procedures.

Exceptional Organizer: results-oriented with exceptional interpersonal, multi-tasking, administrative, organizational, and problem-solving skills.

PROFESSIONAL EXPERIENCE

Customer Service Representative SVS Vision – Montgomery, OH 06/2024 – 08/2024

Performed tracking on customer requests, orders and/or any further issues in a timely manner.

Conferred with customers by chat and email to provide information about products or services, took or entered orders, or obtained details of complaints.

Provided insurance eligibility.

Customer Service Representative Carl Zeiss Vision – Hebron, KY 04/2021 – 02/2024

Handled 1000+ calls monthly, taking orders, as well as providing information to our customers on how their orders are progressing throughout the network.

Served as customer’s brand ambassador and showed responsibility and accountability by resolving basic product or service issues through clarifying the customer’s complaint and following the escalation process as required.

Managed a high volume of incoming calls for order status checks, as well as taking orders.

Provided accurate estimated shipping dates.

Documented and reported pertinent customer feedback to management in a timely manner.

Demonstrated empathy and passion for helping people, ensuring an excellent customer experience through phone interaction.

Answered questions and provided resources to deepen client understanding and build confidence.

Performed all manual order entry functions for placing orders.

Quality Control Technician U.S. Playing Card Company – Erlanger, KY 11/2020 – 04/2021

Communicated the current quality status of the production process through the Lead Operators.

Identified process control, control of nonconformity of product, and corrective action requirement to the Lead Operators.

Assessed product quality – Strips, printed sheets, decks, components (tuck cases) against defined customer requirements, process specifications, and performance standards.

Inspected, measured, and tested product.

Reported nonconforming product and initiate corrective action requests.

Communicated all Holds and potential process failures to Lead Operators, Supervisors and Management.

Dispositioned product, in conjunction with appropriate Pressman, Process Supervisor or Department Manager.

Conducted product and processed audits according to published schedule.

Assessed process results against requirements, specifications, and standards.

Inventory control / accuracy.

Customer Service Representative New Avon – West Chester, OH 10/2019 – 09/2020

Identified customer needs, offered appropriate solutions, and followed up on customer interactions.

Developed strong relationships with customers by providing personalized support and creating positive experiences.

M. MELISSA POHLGEERS 859-***-**** Resume Page 2

Demonstrated ability to manage multiple tasks simultaneously while maintaining high levels of accuracy and attention to detail.

Utilized effective communication skills to explain product features, benefits, and pricing information.

Maintained accurate records of customer orders, payments and contact information using database software.

Provided exceptional customer service by responding to inquiries and resolving customer issues in a timely manner.

Lockbox U.S. Bank – Cincinnati, OH 05/2019 – 12/2020

Reviewed checks/invoices for special instructions given by customers and determined the appropriate item handling.

Sorted mail, processed accounts, and prepared deposit tickets to meet daily and hourly deadlines.

Prepared information for input into the information reporting system.

Customer Service Representative Cengage Learning Center – Independence, KY 11/2018 – 09/2019

Checked to ensure that appropriate changes were made to resolve customers’ problems.

Kept records of customer interactions or transactions, recorded details of inquiries, complaints, or comments, as well as actions taken.

Prepared changes of address records, or issued service discontinuance orders.

Acquisitions Citi Bank – Florence, KY 10/2014 – 11/2018

Analyzed applicants’ financial status, and credit to determine feasibility of granting credit lines.

Obtained and complied copies of credit applicants’ credit histories, corporate financial statements, and other financial information.

Conferred with applicants to obtain information for credit applications and answered questions about the process.

Explained to customers the different types of credit options that are available, as well as the terms of those services.

Distribution Clerk Arvin Meritor – Florence, KY 02/2008 – 09/2014

Completed order receipts.

Operated Wrapping machine station, cherry picker, and hand jacks.

Obtained merchandise from bins or shelves.

Read orders to ascertain catalog numbers, sizes, colors, and quantities of merchandise.

Placed merchandise on conveyors leading to wrapping areas.

Kept records of out-going orders.

Military HM3 US Navy - Advanced Technical Field Recipient 08/1985 – 06/1986

Performed Primary Care medical treatment on SEALs, Seabees, Marines, and other military personnel.

Assisted in administering a wide range of preventive care and medications, including immunizations, and intravenous fluids.

Maintained patient treatment records, conducted research, and performed clinical tests.

Ran day-to-day operations and assisted in autopsies.

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