Customer Experience Specialist with Digital Support Expertise
Resume:
Kristin Wenninger
**** ****** **** ****, ******** 53040
****************@*****.***
Professional Summary
I am an organized individual with strong skills in customer Relations. I have years of experience in hectic environments. I can
Work well under pressure and prioritize daily tasks and deadlines. I have great muti-tasking skills, work ethic, time
management and An awesome attitude. My Goal is to provide world class customer service to both internal And external
customers.
Skills
• Deliver world class customer support through the supported platforms. Which includes, Salesforce, Teams, SAP, ERP,
Calendly, Zoom, Microsoft 365, Omni Chat Channel, Mirro Mapping, IFS Global, Excel, and PowerPoint.
Work Experience
Kohler Company
Digital Customer Experience Representati
February, 2022 - June, 2024
• Support the digital customer throughout their purchase path, focusing on Providing a best-in-class service, upholding
the Kohler brand.
• Collaborate with the Customer Success team in building the optimal Customer experience for the new digitally enabled
sales process.
• Provide customer insight with other Kohler teams (e.g., Product team, Sales Team).
• Engage customers in a meaningful way, leveraging the digital platform in a Manner consistent with the company's
mission, brand, and reputation.
• Ensure all customer needs are met, including answering their questions, Resolving any issues, and connecting them
with additional resources.
• Support the creation of policies and procedures that refine the customer’s Experience.
• Gather feedback from customers and analyze customer data to identify the Best practices.
• Effectively communicate potential risks and issues extracted from customer Interactions, looking to collaborate with
other areas of the Kohler company.
• Deliver world class customer support through the supported platforms. Which includes, Salesforce, Teams, SAP, ERP,
Calendly, Zoom, Microsoft 365, Omni Chat Channel, Mirro Mapping, IFS Global, Excel, and PowerPoint.
• Achieved 60 percent set rate on all Houston Digital Leads.
• Reduced appointment cancellation rates for both Kohler booked and self- Booked leads.
• Created a cadence for contacting potential customers/opportunities O Days 1-7 contact three times per day using
phone, text, and email. O Days 8-14 contact twice a day using phone and/or text. O Days 15-21 once every other day. O
Email final communication letter.
• Help develop Salesforce as a tool used to document customer interactions Specific to which type of communication is
being used. (Email, telephone and or text)
• Collaborated with BCG to create a Lead & Opportunity dashboard (Salesforce) for collecting data and presenting in
daily Test & Learn Meetings.
• Provide feedback on customer insights. Example, Is the customer answering The phone, or responding to text? How
often are calls coming in; and when I Receive calls, what are the questions that are asked?
• Collaborate with the Material Scheduler to coordinate the weekly (digital) In Home Design Consultations and Virtual
Design Consultations scheduled Through Calendly and the Traditional schedule handled through Startel.
• Assist with Customer Touchpoint Mapping; provide information about each step of daily process and create template
examples, along with best case And worse case scenarios.
• Communicate with the Sales Team on additional information needed for the scheduled appointment, which would
include directions, key information With the specific plans for the project.
• Refined the Virtual Design process. Started using Zoom for the Virtual Design Consultations, so that the customer and
sales representative have Clear, concise expectations.
Regal Ware
Customer Service Support Specialist
April, 2018 - October, 2021
• April 2018-October 2021 Takes personal responsibility to identify and implement strategies to achieve performance.
Development of goals, including adherence, AHT, CSAT, occupancy, first call resolution, ticket closures, efficiency and
quality. Fast paced chat, email and phone interactions and consistently providing an accurate, high quality, positive
customer experience. Demonstrates a high level of engagement, including active issue identification with
recommended solutions improving customer experience. Embrace new technology, new process changes, and
outwardly displays a positive demeanor. Provided daily updates to the customer, team and leadership. Openly
communicates consumer feedback, both positive and constructive. Receive, research and answer customer inquiries,
service concerns and orders. Enter orders for returned merchandise and authorize refunds as necessary. Performs
outbounds calls to consumers regarding ship dates, refunds, payments and product delivery or service of product.
Maintain historical and current product information resources. Authorize repair and replacement of product with
respect to warranty policy. Proficient in Microsoft Office Applications, ERP, IFS, and Insite (Sales Force
Kettle Moraine YMCA
Member Relations Supervisor
September, 2015 - April, 2018
• September 2015-April 2018 Leads, trains, and reviews all Member Relations Representatives with direction from the
Member Relations Director. Holds staff accountable for executing member service standards and trains staff on
customer service etiquette. Ensure the End of Shifts are completed in a timely manner, balanced and report any
discrepancies to the appropriate department. Create an inviting environment in the lobbies that is always welcoming
and positive to our members and guests. Highly visible to ensure top quality member services. Ensures appropriate
supervision, member service and member engagement. Daily tasks: verifying cash drawers, daily deposits, keeping up
on paperwork, spread sheets and keeping myself organized. Financial Aid and IRIS applications: verifying numbers and
charting out a total for new members and potential members and keeping the paperwork confidential. Keep policies
and procedures up to date Provide development and leadership through quarterly training and one on one staff training
BMO Harris Bank
Customer Service Representative I
February, 2007 - September, 2015
• February 2007- September 2015 Receive checking and saving deposits/withdrawals, check endorsements, verify cash
in/out and issue receipts. Receive various types of payments, redeem savings bonds, issues money orders, official
checks, close accounts and prepare miscellaneous documentation. Count, prove, and package currency and balance
cash drawer. Make sounds decisions for check cashing; verify endorsements, validity, and availability of funds.
Manage time and resources effectively by the use of technology to accurately complete required client transactions
and documentations. Complete proportionate share of customer transactions. Provide quality, personalized service
(greeting/closing, use of clients name, telephone etiquette, and error resolution, written communications) to ensure
customer satisfaction/retention in order to meet established goals.
Education
HSED
North Central Technical College
Wausau East High School
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