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Hi, I’m
Autumn Werner
Customer Service Representative
How blessed is the man who finds wisdom and the man who gains understanding. For her profit is better than the profit of silver and her gain better than fine gold. She is more precious than jewels; and nothing you desire compares with her.
-JC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
2
years of professional experience
Work History
PHEAAState College, PA
Customer Service Representative
01.2020 - 12.2021
Job overview
- During COVID, I was assigned to Pandemic Unemployment Assistance (PUA) who PHEAA partnered with for 7 months. At that time, my task was to troubleshoot the issues on clients' accounts to see what exactly the issue was. Which mainly depended on whether or not it was a small one that I could easily resolve with the supervisor's permission or if it was a much bigger issue like potential fraud, which would then have to be sent for further review.
- Being on the front lines, this particular customer service role required delicate explanations, to be handled with tact in an empathetic and compassionate manner. So many lost their jobs and weren’t able to support their families, causing them to be livid as soon as they got hold of a person on the phone. Therefore, it was essential for us to calmly and respectfully speak in a genuine caring tone, to help diffuse their frustration and anger, letting them know that we truly wanted to help them in any way we could and get to the bottom of their situation at hand.
- During my time with PHEAA, as a customer service representative, my role was to, at the beginning of every phone call, always make sure to first update the databases with any new and modified customer data; address, name, etc. Would then, engage in conversation, asking questions, to determine their needs and accurately input information in server. Presenting existing and prospective borrowers with valuable service information to aid in their decision-making.
- I also adjusted bills and refunded money to resolve billing complaints. Along with, informing borrowers about billing procedures, processing payments, and providing repayment plan option setup assistance, guiding them through each step till completion. Giving my full attention to borrowers developed positive relationships through friendly interactions by providing personalized guidance. Enhancing productivity and customer service levels through anticipating their needs.
- When there were difficult calls, I ensured customer satisfaction by remaining calm and collected while de-escalating problematic concerns. Answering questions, suggesting creative, effective solutions and maintaining a professional, calm, friendly demeanor, resolving the borrowers’ complaints quickly and proficiently.
- Toward the end of the call, kept thorough, detailed records of customer interactions, questions and comments for future reference. I worked effectively in team environments as well, while training in new positions and provided support and guidance to colleagues to help sustain a collaborative and friendly work environment. I really got along with everyone and tried to help out wherever I could.
Education
Onondaga Community College
Some College (No Degree) from Interior Design
Skills
- Customer service
- CRM software
- Payment transactions
- Customer satisfaction-oriented
- Adaptability and flexibility
- Team player
- Quick learner
- Exceptional interpersonal skills
- Works effectively, unsupervised
- Positive, proactive attitude
- Effective verbal and written
communication skills - Professional phone etiquette
Software
Timeline
Customer Service Representative
PHEAA
01.2020 - 12.2021
Onondaga Community College
Some College (No Degree) from Interior Design