Amy Christensen
Pardeeville,WI
Summary
Accomplished Customer Service Manager, adept in staff training and problem-solving, significantly improving retention rates and employee satisfaction. Leveraged critical thinking and Microsoft Office Suite proficiency to streamline operations and enhance team development, achieving notable increases in efficiency and service excellence.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Senior
Medica
01.2021 - Current
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
HR Director
Belmont Health & Rehabilitation Center
07.2019 - 10.2020
- Facilitated regular communication channels between management and employees to promote transparency and engagement.
- Managed employee relations issues with care and confidentiality, maintaining trust with staff members while resolving conflicts effectively.
- Directed benefits administration process, leading to increased employee understanding and utilization of available offerings.
- Developed comprehensive onboarding programs for new hires, improving retention rates and overall satisfaction.
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Processed payroll garnishments such as tax liens and child support.
Assistant Branch Manager
Old National Bank
07.2017 - 07.2019
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Complied with regulatory guidelines and requirements.
Education
Bachelor of Arts - History
University of Wisconsin - Madison
Madison, WI05.2000
High School Diploma -
Pardeeville High School
Pardeeville, WI05.1995
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Scheduling
- Staff Training
- Team Development
- Microsoft Office Suite
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Service Representative Senior
Medica
01.2021 - Current
HR Director
Belmont Health & Rehabilitation Center
07.2019 - 10.2020
Assistant Branch Manager
Old National Bank
07.2017 - 07.2019
Bachelor of Arts - History
University of Wisconsin - Madison
High School Diploma -
Pardeeville High School
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