Ana May Bichlmeier
Buda,TX
Summary
Results-driven Customer Service Professional with 15 years of experience across the airline, banking, cable, and promotional sales sectors. Proven ability to enhance customer satisfaction through effective communication, problem-solving, and relationship-building skills. Committed to delivering exceptional service and fostering positive client experiences in diverse environments.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Magnets USA
05.2023 - Current
- Managed an average of 40+ customer calls daily, providing timely and effective support while maintaining high satisfaction ratings
- Consistently ranked as a top performer in sales, exceeding team targets and driving revenue growth through persuasive communication and relationship-building
- Assisted customers in personalizing promotional items, enhancing customer engagement and satisfaction through tailored solutions
- Provided expert guidance on product offerings, addressing inquiries and resolving issues to ensure a seamless customer experience
- Utilized NetSuite, Phone Burner, and Five9 to streamline processes, track interactions, and improve overall efficiency in customer service operations
Freelance Customer Service Representative and Virtual Assistant
Sugarwish, Tough Diabetics, Elle Ellison, Jj's House
07.2018 - 02.2022
- Delivered exceptional email, phone, and chat support to customers, efficiently handling high volume of inquiries while maintaining focus on quality service
- Demonstrated in-depth knowledge of multiple products, providing accurate information and resolving issues to enhance customer satisfaction
- Tracked orders and conducted troubleshooting to ensure timely resolutions, improving overall customer experience and loyalty
- Utilized Salesforce, Excel, Word, HubSpot, Zoho, Shopify, and Insightly to manage customer interactions, streamline workflows, and maintain accurate records
- Collaborated with cross-functional teams to address customer feedback and improve service processes, contributing to a more efficient support environment
Fraud Claims and Disputes Specialist
JP Morgan Chase & Co.
10.2015 - 03.2019
- Managed a high volume of 80–100 inbound calls daily, delivering exceptional customer service by resolving issues and efficiently handling transactions
- Conducted thorough investigations of suspicious transactions, assessing charges and engaging with customers to gather necessary information for fraud claims
- Developed and maintained effective fraud prevention strategies, ensuring robust capabilities to mitigate risks and protect customer accounts
- Analyzed fraud trends to identify gaps in existing tools, recommending and implementing innovative solutions to enhance fraud detection and prevention efforts
- Collaborated with cross-functional teams to share insights and improve fraud prevention processes, contributing to a comprehensive approach to customer security
- Demonstrated strong communication, negotiation, and decision-making skills in a metrics-driven environment, consistently meeting or exceeding performance targets
- Navigated multiple technologies, including CRM and fraud detection systems, while taking ownership of each customer interaction and adhering to regulatory practices
Activation Specialist
Comcast/Xfinity
09.2012 - 09.2015
- Assisted customers with the activation of cable and internet services, ensuring a seamless onboarding experience through clear communication and step-by-step guidance
- Responded to a high volume of inbound calls, addressing customer inquiries and resolving activation-related issues promptly and effectively
- Provided personalized support by assessing customer needs and recommending appropriate service packages, enhancing overall satisfaction and retention
- Collaborated with technical support teams to troubleshoot activation problems, ensuring timely resolutions and minimal service disruptions
- Maintained accurate records of customer interactions and service activations in the CRM system, contributing to streamlined processes and improved data integrity
- Demonstrated strong product knowledge, keeping up to date with the latest services and promotions to effectively educate customers and drive sales
- Utilized various software tools and platforms to manage customer information, track service activations, and monitor service delivery performance
Customer Service Representative
HP Home and Home Office
05.2008 - 09.2012
- Provided exceptional customer support via phone, email, and chat, assisting customers with product inquiries, troubleshooting, and order issues in a fast-paced environment
- Educated customers on HP products, features, and benefits, facilitating informed purchasing decisions and enhancing overall customer satisfaction
- Resolved technical issues by guiding customers through troubleshooting steps, effectively reducing resolution time and improving customer experience
- Managed high call volumes while maintaining a focus on quality service, consistently meeting or exceeding performance metrics and customer satisfaction scores
- Documented customer interactions and feedback in the CRM system, contributing to improved service processes and customer insights
- Collaborated with cross-functional teams to escalate complex issues and ensure timely resolution, enhancing service delivery and customer loyalty
- Stayed current on HP product offerings and industry trends, leveraging knowledge to provide accurate information and support tailored to customer needs
Flight Reservation Agent
United Airlines
08.2007 - 05.2008
- Handled a high volume of inbound calls, assisting customers with flight reservations, itinerary changes, and cancellations while maintaining a positive and professional demeanor
- Provided exceptional customer service by addressing inquiries about flight schedules, pricing, and travel policies, ensuring a seamless booking experience
- Utilized airline reservation systems to efficiently process ticketing and manage passenger information, ensuring accuracy and compliance with airline regulations
- Collaborated with cross-departmental teams to resolve customer issues and streamline the reservation process, enhancing overall operational efficiency
- Demonstrated strong problem-solving skills by quickly addressing and resolving customer complaints and concerns related to travel disruptions or special requests
- Maintained up-to-date knowledge of United Airlines’ policies, procedures, and promotions to effectively assist customers and promote loyalty programs
- Recorded and tracked customer interactions and feedback, contributing to ongoing improvements in service quality and customer satisfaction metrics
Education
Bachelor of Science - Secondary Education
Father Saturnino Urios University
Butuan City, Agusan Del Norte04.2003
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
Timeline
Customer Service Representative
Magnets USA
05.2023 - Current
Freelance Customer Service Representative and Virtual Assistant
Sugarwish, Tough Diabetics, Elle Ellison, Jj's House
07.2018 - 02.2022
Fraud Claims and Disputes Specialist
JP Morgan Chase & Co.
10.2015 - 03.2019
Activation Specialist
Comcast/Xfinity
09.2012 - 09.2015
Customer Service Representative
HP Home and Home Office
05.2008 - 09.2012
Flight Reservation Agent
United Airlines
08.2007 - 05.2008
Bachelor of Science - Secondary Education
Father Saturnino Urios University
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