Carol Pfeifer
Homedale,ID
Summary
Focused Project Manager bringing 35+ years of developing continuous improvements throughout planning and implementation phases of projects. Demonstrated history of establishing and enforcing adherence to standards of excellence. Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in service/install product issues with dedication to increasing productivity through close analysis of performed tasks. Proven history of increasing customer satisfaction. Dedicated and focused Project Management Specialist with over 30 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in operation, development, customer service and process improvements. Multi-talented Project Manager offering 20 years of experience orchestrating operations activities, and resource management to achieve project objectives. Determined and motivated professional recognized for fostering positive morale among project contributors. Versatile Project Manager possessing dynamic client oversight, issue resolution and cost analysis skills. Offering 20 years of demonstrated history successfully juggling multiple projects simultaneously. Bringing exceptional written and oral communication skills paired with expertise in financial analysis and project coordination. Dedicated to offering locally relevant oversight and management techniques. Observant and resourceful professional dedicated to delivering project objectives within stipulated time, resource and budget constraints. Outstanding collaborator comfortable working with others in executing projects to achieve company objectives. Innovative Project Manager successful in leading and directing projects from inception to launch. More than 20 years of progressive management experience and repeated success in developing project initiatives. Consistently surpasses revenue performance targets. Talented Project Manager/Customer Service brings proven abilities in end-to-end project management. Expert in identifying and mitigating risks, reaching milestones and managing deliverables. Detail-oriented and able to learn new concepts quickly. Can quickly memorize product details and build customer relationships. Outgoing and friendly with strong drive to succeed.
Overview
29
29
years of professional experience
Work History
Project Manager
Project Controls, Inc
Park City, UT
11.2003 - Current
- Responded promptly to emails sent by customers seeking assistance.
- Assisted with customer inquiries related to order status, billing issues and more.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Updated account information after customer calls and noted client concerns and issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided technical support when necessary to resolve complex problems.
- Handled customer billing errors by researching issues in system and asking detailed questions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered questions from customers by phone and email, offering company details, and policy information as requested.
- Maintained accurate records of customer interactions, transactions and comments in database system.
- Resolved customer complaints or answered customer questions in timely manner while maintaining professional attitude.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Improved customer service wait times to mitigate complaints.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Processed orders accurately and efficiently in accordance with company policies.
- Set up and activated customer accounts.
- Ensured that all customer queries were handled quickly and professionally.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers regarding needs and addressed concerns.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Communicated effectively with team members to ensure timely response times for customers.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Recruited, interviewed and selected employees to fill vacant roles.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Understood and followed oral and written directions.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Planned and completed group projects, working smoothly with others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
Accounts Receivable
Volco Lumber
Twin Falls, Idaho
11.1997 - 07.2003
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Developed and maintained positive relationships with clients to maximize collections.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Monitored accounts to verify compliance with payment terms and schedules.
- Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Entered figures using 10-key calculator to compute data quickly.
- Handled day-to-day accounting processes to drive financial accuracy.
Collections Associate
West One Bank
Boise, ID
06.1995 - 06.1995
- Maintained high volume of calls and met demands of busy and productive group.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Negotiated to collect balance in full.
- Quantified debtor balances to avoid late payments and bad credit.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Entered client details and notes into system for interdepartmental access and review.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Education
High School Diploma -
Jerome High School
Jerome, ID05-1970
Skills
- Resource Allocation
- Inventory Control
- Project Management
- Cash Handling
- Point of sale operation
- Store opening and closing
- Self-Motivated
- Good Telephone Etiquette
- Attention to Detail
- Dependable and Responsible
Timeline
Project Manager
Project Controls, Inc
11.2003 - Current
Accounts Receivable
Volco Lumber
11.1997 - 07.2003
Collections Associate
West One Bank
06.1995 - 06.1995
High School Diploma -
Jerome High School
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