Summary
Overview
Work History
Education
Skills
Timeline
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Becki Verhasselt

Wausau,WI

Summary

Goal-oriented Customer Service Manager with 35 Plus years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.

Overview

31
31
years of professional experience

Work History

Customer Service Manager

HOBBY LOBBY Retail Stores
Wausau, WI
05.2021 - 12.2022
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing sales targets.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Coordinated resolutions for more than 20 daily customer inquiries while consistently achieving performance targets

Customer Service Representative Team Lead

Pick And Save Supermarket
Wausau, WI
12.2019 - 12.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Handled day-to-day customer contact via phones, faxes and emails.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Initiated up-sell techniques to increase sales.
  • Responded proactively and positively to rapid change.
  • Cross-trained and backed up other customer service managers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided ongoing guest service.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Initiated up-sell techniques to increase sales, boosting sales by 10 %

Certified Optician

Sam's Club Optical
Wausau, WI
09.2009 - 08.2019
  • Filed claims with vision and medical insurance companies to garner payment for optical services.
  • Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction.
  • Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
  • Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
  • Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
  • Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
  • Measured patients' faces for bridge, eye size and temple length to select comfortable frames.
  • Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
  • Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
  • Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
  • Adjusted and repaired new and previously purchased frames to satisfy customer demands.
  • Educated patients aged 5 to 90 on proper care and transportation of spectacles

Business/Owner/Manager of Operations

Big Apple Bagels
Wausau, WI
04.2005 - 02.2008
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Conducted monthly inventories of raw materials and components on work floor.
  • Approved regular payroll submissions for employees.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Recorded inventory sales into organization's weekly income report.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Onboarded new employees with training and new hire documentation.
  • Applied customer feedback to develop process improvements and support long-term business needs.

Central Monitor Technician

Aspirus Wausau Hospital
Wausau, WI
07.1990 - 04.2005
  • Adjusted pacemakers, AICD and loop monitors with commitment to efficiency, data quality and overall comfort of patients.
  • Monitored patients' heart rhythms and functions through cardiac monitoring strips.
  • Tracked findings of procedures such as EKGs using manual and automated recording devices.
  • Employed specialized procedural knowledge and equipment to test and document patient cardiac activity.
  • Measured heart chamber sizes and wall thickness against expected sizes to detect abnormalities.
  • Managed team of 20 employees, overseeing hiring, training, and professional growth of employees
  • Managed team of 20 employees, overseeing hiring, training, and professional growth of employees

Education

Prenursing Studies

North Central Technical College
Wausau, WI

Associate of Arts - Certified Medical Assistant

Bryman Campus
Anaheim, CA

High School Diploma -

Santa Fe High School
Santa Fe Springs, CA

Skills

  • Personnel training and development
  • Budgeting and reporting
  • Customer Relationship Management Software (CRM)
  • Inter-department collaboration
  • Exceptional telephone etiquette
  • Microsoft Outlook, Word and Excel
  • Cash Handling
  • Customer-focused
  • Team Building
  • Effective problem solver
  • Skilled trainer
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Training and mentoring

Timeline

Customer Service Manager

HOBBY LOBBY Retail Stores
05.2021 - 12.2022

Customer Service Representative Team Lead

Pick And Save Supermarket
12.2019 - 12.2021

Certified Optician

Sam's Club Optical
09.2009 - 08.2019

Business/Owner/Manager of Operations

Big Apple Bagels
04.2005 - 02.2008

Central Monitor Technician

Aspirus Wausau Hospital
07.1990 - 04.2005

Prenursing Studies

North Central Technical College

Associate of Arts - Certified Medical Assistant

Bryman Campus

High School Diploma -

Santa Fe High School

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Becki Verhasselt