Annika Karls
Kiel,WI
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in customer based roles with high-volume customer demands.
Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
6
6
years of professional experience
Work History
Customer Care Representative/Team Trainer
Acuity Insurance
Sheboygan, WI
06.2019 - 12.2023
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Provided training support for new hires related to customer service processes and procedures.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Spectrum
Fond Du Lac, WI
08.2017 - 06.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Education
High School Diploma -
Sheboygan Falls High School
Sheboygan Falls, WI06-2017
Skills
- Data Entry
- Complaint resolution
- Inbound and Outbound Calling
- Payment Processing
- Adaptive team player
- Client Service
- Coaching and Mentoring
- Call Center Operations
- Complex Problem-Solving
- Onboarding and Orientation
- Staff Training
- Conflict Resolution
- Account Management
- Attention to Detail
Accomplishments
- Multiple Gold Stars- Top Customer Service
- Glass Plaque - Only 15% of the Company received for Top Customer Service
Timeline
Customer Care Representative/Team Trainer
Acuity Insurance
06.2019 - 12.2023
Customer Service Representative
Spectrum
08.2017 - 06.2019
High School Diploma -
Sheboygan Falls High School
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