Breanna Koepke
Menasha,WI
Summary
Accomplished customer service professional known for strong multitasking and team collaboration skills. Recognized for consistently exceeding performance metrics and driving customer satisfaction through effective problem resolution and education.
Overview
14
14
years of professional experience
Work History
Customer Service Representative 3
Spectrum
Appleton, Wisconsin
11.2021 - 05.2026
- Resolved customer inquiries efficiently using CRM systems such as salesforce, CSG, Webex, Microsoft Excel, Avaya and AI. Ensured timely assistance via phone and online channels working from home and brick and mortar.
- Handled escalated issues with professionalism and empathy, reinforcing customer loyalty.
- Documented customer interactions accurately for future reference and quality assurance.
- Educated customers on product features and service options to enhance understanding.
- Transitioned to remote work 6 months after completing training to enhance productivity and work-life balance.
- Promoted to Rep 2 and 3 within 2 years achieving multiple bronze and gold awards for performance.
- Maintained a positive attitude while managing high call volumes, investigating data such as account notes, plans and promotions and bill cycles.
Federal Gov't Billing Agent
Pitney Bowes, Inc
Neenah, Wisconsin
06.2016 - 11.2021
- Clarified billing issues and provided client support, enhancing customer satisfaction while working from home and brick and mortar.
- Streamlined billing procedures and workflows with team collaboration, improving operational efficiency.
- Analyzed government purchase orders to ensure compliance and accuracy.
- Trained new staff on billing systems and customer service protocols, facilitating smoother onboarding.
- Generated monthly reports for management regarding billing activities and trends.
- Used software including Avaya, Microsoft tools such as Excel and Outlook, Adobe Acrobat for invoice editing. CRM systems such as Salesforce, Tsys, Oracle, Doss and SAP for data entry and research
Sales Agent
AT&T Call Center
Appleton, WI
12.2015 - 05.2016
- Continuously met sales goals via strategic prospecting.
- Sold AT&T and Direct TV products using Workflow, CRM, CSP, and Doss systems to align customer needs with appropriate offerings.
- Educated customers on AT&T products and promotional offers, enhancing their understanding and driving informed purchasing decisions.
- Identified and pursued cross-selling opportunities for additional products and services, contributing to increased customer value.
- Provided customers with promotional coupons and special deals at point of sale.
- Maintained up-to-date knowledge of company policies and industry trends.
- Assisted customers with billing inquiries and service plan changes.
Customer Service Representative
Convergys, AT&T
Appleton, WI
07.2012 - 11.2015
- Resolved customer issues with knowledgeable and friendly service, promoting high customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Educated customers on product features and services while effectively managing escalated complaints to ensure resolution.
- Resolved customer inquiries through phone and chat support.
- Documented customer interactions in the CRM system accurately.
- Advanced to floor support, quality assurance, and subject matter expert roles, enhancing team performance.
Education
GED -
Fox Valley Technical College
Appleton, WI06-2012
Skills
- CRM management
- Billing procedures
- Product knowledge
- Escalation handling
- Data analysis
- AI technology utilization
- Multitasking
- Team collaboration
- Active listening
Accomplishments
Bronze and Silver Key awards for exceeding metrics quarterly
Timeline
Customer Service Representative 3
Spectrum
11.2021 - 05.2026
Federal Gov't Billing Agent
Pitney Bowes, Inc
06.2016 - 11.2021
Sales Agent
AT&T Call Center
12.2015 - 05.2016
Customer Service Representative
Convergys, AT&T
07.2012 - 11.2015
GED -
Fox Valley Technical College