Customer Service Services Representative

Angela Braunsdorf, Benefits Services Representative

Volo, 60020, US, 224-***-****, **********@*********.***

Summary

Dedicated Benefits Services Representative with over 10 years of customer service experience. Proven expertise in resolving complex inquiries and providing exceptional support, coupled with a history of effectively handling escalated issues in high-volume environments. Demonstrated success in streamlining communication and enhancing service efficiency at organizations like American Girl and Verizon Communications. Committed to delivering comprehensive assistance and fostering positive client interactions that align with the goals of future employers.

Work Experience

03/2023 – Present

Fraud Analyst, JP Morgan Chase

Elgin

Addressed inbound calls from Chase credit card customers reporting fraudulent activity or transaction declines on their cards.

02/2023 – 03/2023

Production Associate, Abbott

North Chicago

Conducted meticulous product inspections to identify defects, ensuring adherence to quality standards.

Prepared finished products for shipment, optimizing packaging methods to prevent damage during transit.

06/2022 – 02/2023

Production Associate, Baxter

Round Lake

Examined penicillin bags in a sterile environment, maintaining aseptic conditions to guarantee product integrity.

Upheld equipment cleanliness through regular cleaning and sanitization procedures.

Maintained adequate product inventory by efficiently stocking materials and supplies.

Managed the laundering of scrubs, ensuring compliance with hygiene protocols.

10/2006 – 01/2018

Customer Service Rep /Trainer/Season Support Representative, American Girl

Wilmot

Supported team members by serving as a subject matter expert on call-handling procedures.

Addressed representative inquiries regarding processes, offering guidance and clarification.

Assumed responsibility for escalated customer calls, resolving intricate issues with empathy and expertise.

Instructed American Girl employees on essential processes, procedures, and software applications.

Managed inbound customer communications regarding product inquiries and order-related concerns for American Girl, Fisher-Price, Barbie Collector, and Hot Wheels brands.

Orchestrated dining reservations and themed birthday parties at American Girl Boutique and Bistro locations.

Oversaw point-of-sale operations for American Girl Place, coordinating product pickup requests across store locations.

Handled inbound customer calls related to catalog orders for American Girl, Barbie Collector, and Fisher-Price products.

Delivered prompt responses to questions concerning order status and shipping inquiries.

Provided comprehensive product education to customers, enhancing their purchasing decisions.

Collaborated with inter-departmental teams to resolve customer complaints effectively.

04/2000 – 12/2005

Customer Service Rep, SBC Communications

Hoffman Estates

Received inbound customer calls pertaining to telephone service repair issues.

Collaborated with inter-departmental teams to resolve customer issues efficiently.

Delivered technical support to field technicians, facilitating effective problem resolution.

Dispatched technicians to address and resolve trouble reports promptly.

Educated customers on telephone equipment functionality and features.

08/1998 – 04/2000

Collections Specialist, Verizon Communications

Westfield

Managed inbound customer calls concerning disconnected accounts.

Facilitated payment arrangements for customers with past-due balances.

Processed service orders for disconnected customers in Texas with outstanding balances, contingent on balance repayment.

Took responsibility for rectifying service order errors, meticulously tracking corrections using Excel spreadsheets.

Education

08/1988 – 05/1990

Indiana University

Business Management

Kokomo

08/1984 – 05/1988

Taylor High School

Associates, Business Management

Kokomo

Skills

Windows

Nocv

Solar

Msos

Excel

Lmos

Wfa

Repps

Ntel

Foms

Switch

Predictor

Verify fix

Ason

Acis

Oaktree

OMS

Guestbridge

SABO

Cognos

VM Ware

Kana

First Watch

Outlook

Lexis Nexus

C3

Westats

Customer Assist

Chase Answers

Customer service skills

Problem resolution

Staff training

Data collection

Research

Analysis

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