Angie Berthold
Bartlesville,OK
Summary
Results-driven professional with extensive experience in customer service and training. Skilled in leveraging critical thinking and collaboration to resolve customer issues and enhance team performance. Committed to improving service processes and driving customer loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Better Car People
05.2021 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Utilized CRM software to track customer interactions and ensure follow-up on outstanding concerns.
- Collaborated with team members to streamline service processes, enhancing overall customer satisfaction.
- Trained new staff on company policies, procedures, and customer service best practices to improve team performance.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Broadband Analyst
Deversified System Resources
02.2015 - 05.2021
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
New Hire Training Lead
SITEL Worldwide
01.2007 - 06.2013
- Led new hire training programs to enhance onboarding experience and improve employee retention.
- Developed training materials and resources to ensure alignment with organizational goals and operational standards.
- Facilitated interactive workshops to engage participants and reinforce learning objectives effectively.
- Implemented feedback mechanisms to assess training effectiveness and identify areas for continuous improvement.
- Collaborated with department leaders to tailor training initiatives based on team-specific needs and performance metrics.
- Streamlined onboarding processes, reducing time-to-competency for new employees through innovative training approaches.
- Reduced time to productivity for new hires by implementing targeted training programs.
- Created a welcoming environment that promoted open communication and supported individual success within the company culture.
- Mentored new employees, providing guidance and support throughout their initial months at the company.
- Maintained detailed records of each trainee''s progress, providing regular feedback to both employees and management teams.
- Managed logistics for all aspects of new hire orientation, including scheduling, materials preparation, and classroom setup.
Education
GED -
Adult Learning
Bartlesville, OK05.2001
Skills
- Customer service
- Active listening
- Critical thinking
- Call center experience
- Computer proficiency
- Professional telephone demeanor
- Product knowledge
- Appointment scheduling
- De-escalation techniques
- Building rapport
- Live chat support
- CRM software
Languages
English
Full Professional
German
Native or Bilingual
Timeline
Customer Service Representative
Better Car People
05.2021 - Current
Broadband Analyst
Deversified System Resources
02.2015 - 05.2021
New Hire Training Lead
SITEL Worldwide
01.2007 - 06.2013
GED -
Adult Learning