Elke Altman
Anderson,SC
Summary
Superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Astute and innovative Representative with 5 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions. Polished communication skills, excellent organizational skills and years of job experience. Self-motivated and true team player. Proactive with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
Overview
30
30
years of professional experience
Work History
Customer Service Agent
Cross Country Home Services Inc.
Anderson, SC
10.2010 - 03.2013
- Entered customer interaction details in system to track requests, document problems and record solutions offered.
- Educated clients on account services and resolved client inquiries.
- Provided primary customer support to external customers.
- Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
- Facilitated communications through management of inbound and outbound customer calls.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Entered customer information into customized computer system to document and organize client records.
- Contacted customers to return routine and general calls promptly.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Resolved over 50 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
Administrative Assistant to the General Manager
Friedrichs & Rath, Inc.
Clemson, SC
05.2002 - 09.2008
- Administration and execution of all office procedures and policies
- Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Edited subcontractor proposals, project punch lists, transmittals and memorandums for organizational support.
- Maintained staff directory and company policy handbook for human resources department.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Handled client correspondence and tracked records to foster office efficiency.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Scheduled office meetings and client appointments for staff teams.
- Organized weekly staff meetings and logged minutes for corporate records.
- Coached new employees on administrative procedures, company policies and performance standards.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Created detailed expense reports and requests for capital expenditures.
- Arranged rapid office equipment repair and maintenance with vendors.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Branch Credit Manager
Heilig Meyers Furniture
Barnwell, SC
07.1998 - 03.2002
- Wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations.
- Oversaw reporting, documentation and record keeping requirements for department.
- Increased net profit by 5% to exceed sales goals.
- Wrote reports detailing branch activities.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Reviewed more than 200 financial statements per month.
- Held sales coaching sessions.
- Led team of 4 staff.
- Created marketing materials.
- Attended ongoing professional training to facilitate accurate and productive credit management.
- Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
- Compiled data critical to analysis of annual bad debt.
- Collaborated with management to evaluate credit strategies and develop improvements.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Monitored accounts for signs of fraud and non-payment issues.
- Reviewed and analyzed loan procedures.
- Negotiated settlements and payment terms with customers and delivered customized payment plans.
- Referred delinquent accounts to collections department or outside resources.
- Investigated and evaluated customers for creditworthiness and potential risk factors.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Developed strategies to expedite payments and customer resolutions.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
Health Insurance Specialist
Betriebskrankenkasse Der Deutschen Bundespost
Berlin, Germany
08.1980 - 12.1997
- Assigned government regulated insurance to members
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Used internal software to post medical charges, payments and adjustments.
- Used internal software to process benefit transactions.
- Answered inbound calls from existing policyholders to answer inquiries and discuss insurance options.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Met with customers to provide information about available products and policies.
Education
Associate of Applied Business - Business Administration And Management, Law
Bundesschule Fuer Betriebskrankenkassen
Berlin, Germany08.1983
High School Diploma -
Tannenberg Oberschule
Berlin, Germany07.1980
Skills
- Issue and Complaint Resolution
- Creative Problem Solving
- Verbal and Written Communication
- Customer Data Confidentiality
- De-escalation Techniques
- Upselling Products and Services
- Data Entry and Maintenance
- Multitasking and Prioritization
- Cultural Awareness and Sensitivity
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
Additional Information
Since I am a German native, I am bilingual in English and in German.
I have not been working outside the home for a long time because I was taking care of my veteran husband. He was very ill and needed a lot of assistance, but he is much better now. I am looking forward to re-enter the workforce.
Languages
German
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Agent
Cross Country Home Services Inc.
10.2010 - 03.2013
Administrative Assistant to the General Manager
Friedrichs & Rath, Inc.
05.2002 - 09.2008
Branch Credit Manager
Heilig Meyers Furniture
07.1998 - 03.2002
Health Insurance Specialist
Betriebskrankenkasse Der Deutschen Bundespost
08.1980 - 12.1997
Associate of Applied Business - Business Administration And Management, Law
Bundesschule Fuer Betriebskrankenkassen
High School Diploma -
Tannenberg Oberschule
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