Salesforce
Austen Rempe
Mauston,WI
Summary
Member Services Representative with over a decade of extensive expertise in customer service and problem-solving, excelling in handling complex inquiries across multiple channels. Adept at leveraging strong skills in sales, communication, and conflict management to foster a collaborative and supportive environment for both team members and clients. Dedicated to enhancing service delivery and customer satisfaction through innovative solutions and effective communication, consistently achieving high customer satisfaction ratings.
Overview
11
11
years of professional experience
Work History
Client Services Member Representative 1
HSA Bank, Webster Bank
11.2023 - Current
- In a 24/7 and 365-days inbound call center, assisted 30-40 customers daily by answering questions about HSA, FSA, HRA and RRA, while resolving complaints regarding balance information, claims statuses, and online website navigation.
- Utilized CRM systems effectively to track client interactions and maintain up-to-date records.
- Maintained a monthly customer satisfaction rating of 91% or higher
- Achieved one-call resolution 95% of the time, exceeding the center's goal of 90%
- Handled complex inquiries, enhancing customer satisfaction through diverse channels (phone, chat, and email).
Fulfillment Associate
Amazon
06.2022 - 09.2023
- Demonstrated adaptability by cross-training in multiple job functions within the fulfillment center.
- Exceeded customer expectations by going above and beyond to ensure fast, accurate, and courteous service throughout the entire fulfillment process.
- Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks (185 orders per hour for packing, 500 units per hour for sorting, 1000 units per hour for inducting)
Customer Care Agent - Account Support
TaxAct
01.2022 - 04.2022
- Supported TaxAct users via phone, email, chat, enhancing customer satisfaction.
- Resolved inquiries by troubleshooting navigation, connectivity, and compatibility issues.
- Improved user experience through product knowledge and pricing guidance.
- Utilized defined processes for effective issue resolution and customer support.
- Contributed to a positive customer experience with measurable improvements.
Customer Service Representative
Maximus
12.2021 - 01.2022
- Assisted Iowa P-EBT inquiries, enhancing user satisfaction.
- Updated Iowa P-EBT accounts, ensuring accurate payment information.
- Resolved member account issues, improving service efficiency.
- Communicated program details clearly, fostering understanding.
- Supported team in managing COVID-19 program inquiries effectively.
Customer Service Representative
DXC Technology
06.2021 - 11.2021
- Scheduled appointments via phone and website, enhancing applicant experience.
- Delivered exceptional customer service, improving satisfaction.
- Guided applicants to fingerprint locations, ensuring seamless navigation.
- Resolved applicant inquiries on fingerprinting processes, demonstrating problem-solving skills.
- Facilitated follow-up services, including faxing receipts and forms, ensuring comprehensive support.
2-1-1 Hotline Vaccine Navigator/Customer Service Representative
United Way of Central Iowa
02.2021 - 04.2021
- Handled customer inbound calls, scheduled COVID-19 vaccine appointments, improved service efficiency.
- Demonstrated strong work ethic and punctuality, quickly adapting to new processes while maintaining a positive attitude.
Home Preservation Specialist
Wells Fargo
12.2019 - 03.2020
- Handled customer calls to educate on mortgage retention options, enhancing client understanding
- Collected and analyzed financial data to provide tailored mortgage solutions
- Communicated underwriting decisions, improving customer satisfaction
- Prevented foreclosure proceedings through effective customer education
- Facilitated document collection for mortgage account resolution
Employee Service Representative
ADP
09.2019 - 11.2019
- Educated employees on health benefits options during annual enrollment.
- Handled inbound calls to assist with benefits enrollment.
- Provided clear guidance on employer health plans.
- Resolved employee queries efficiently, ensuring satisfaction.
- Improved enrollment process understanding among employees.
Customer Service Representative
Pella Windows
04.2019 - 06.2019
- Handled customer inquiries via phone and email, enhancing satisfaction and retention.
- Educated clients on Pella Windows and Doors products, facilitating informed purchasing decisions.
- Assisted in processing quotes and orders, ensuring accurate and timely service.
Sales Representative
Mass Markets
09.2018 - 04.2019
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced product knowledge among clients, leading to improved service uptake.
- Identified customer needs, offering tailored solutions for increased engagement.
- Achieved measurable sales growth by effectively communicating product benefits.
- Collaborated with team to refine sales strategies, driving positive outcomes.
- Achieved measurable results by effectively educating customers on product benefits, leading to increased satisfaction and loyalty.
Fulfillment Associate
Equifax
10.2017 - 07.2018
- Validated employment and income data, enhancing workflow efficiency and minimizing processing delays.
- Reviewed forms meticulously, ensuring compliance and identifying discrepancies.
- Coordinated data validation with team through multiple channels, fostering a collaborative work environment.
Cashier
Hy-Vee Grocery Store
09.2016 - 03.2017
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Cashier, Customer Service Associate, Greeter
Walmart
07.2014 - 08.2016
- Assisted customers with inquiries, enhancing satisfaction and loyalty.
- Processed returns and exchanges efficiently, ensuring smooth transactions.
- Handled cash checks and monitored store exits, reducing shrinkage.
- Scanned and bagged items quickly, improving checkout speed.
- Collaborated with team to maintain a welcoming store environment.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
Education
Associate of Arts - Business Administration And Management
Des Moines Area Community College
Ankeny, IAHigh School Diploma -
Pella High School
Pella, IA05-2014
Skills
- Microsoft Office Proficiency
- Professional Phone Communication
- Effective Empathy
- Client Engagement Strategies
- Data Entry Expertise
- CRM Software Expertise
- Customer Support
- Payment Transaction Management
- Salesforce
- Five9
- Problem-solving
- Multitasking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteImportant To Me
Career advancementFlexible work hoursWork from home optionPaid time off401k match4-day work weekWork-life balanceSoftware
Five9
Timeline
Client Services Member Representative 1
HSA Bank, Webster Bank
11.2023 - Current
Fulfillment Associate
Amazon
06.2022 - 09.2023
Customer Care Agent - Account Support
TaxAct
01.2022 - 04.2022
Customer Service Representative
Maximus
12.2021 - 01.2022
Customer Service Representative
DXC Technology
06.2021 - 11.2021
2-1-1 Hotline Vaccine Navigator/Customer Service Representative
United Way of Central Iowa
02.2021 - 04.2021
Home Preservation Specialist
Wells Fargo
12.2019 - 03.2020
Employee Service Representative
ADP
09.2019 - 11.2019
Customer Service Representative
Pella Windows
04.2019 - 06.2019
Sales Representative
Mass Markets
09.2018 - 04.2019
Fulfillment Associate
Equifax
10.2017 - 07.2018
Cashier
Hy-Vee Grocery Store
09.2016 - 03.2017
Cashier, Customer Service Associate, Greeter
Walmart
07.2014 - 08.2016
Associate of Arts - Business Administration And Management
Des Moines Area Community College
High School Diploma -
Pella High School
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