Carolyn Hertel
Peoria,AZ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
35
35
years of professional experience
Work History
Customer Service Rep 3/Trust and Safety
Albertsons Safeway Companies
01.2019 - Current
- Position includes taking calls from customers in regard to their orders, FreshPass members and customer accounts
- Also responsible for screening for potential scammers in regard to promo code and refund abuse
Customer Service Representative/Writing Team-Chat and Email Specialist/Remote Agent
Albertsons Companies LLC
01.2019 - Current
- Responsible for assisting customers with issues regarding their online shopping delivery orders, providing excellent customer service in a professional and patient manner
- Also providing all necessary technical support in regards to any issues that may arise in the use of the various banner websites
Customer Services Representative
Wolhborg Michelson Recruiting
10.2018 - Current
- Company Overview: Contract Albertsons
- Responsible for assisting customers with issues regarding their online shopping delivery orders, providing excellent customer service in a professional and patient manner
- Also providing all necessary technical support in regards to any issues that may arise in the use of the various banner websites
- Contract Albertsons
Lead Teacher
Phoenix Children's Academy
04.2018 - 10.2018
- Responsible for keeping the classroom on pace with the daily and weekly curriculum while maintaining a positive atmosphere for learning
- Also sharing responsibility for creating and implementing the weekly lesson plan in cooperation with team members in classroom
- Additional tasks include reporting to Director, keeping kids on pace to transition to kindergarten and assisting fellow team members with daily tasks
Lead Teacher
Imagination Childcare
04.2015 - 11.2017
- Responsible for keeping the classroom on pace with the daily and weekly curriculum while maintaining a positive atmosphere for learning
- Also sharing responsibility for creating and implementing the weekly lesson plan in cooperation with team members in classroom
- Additional tasks include reporting to Director, keeping kids on pace to transition to kindergarten and assisting fellow team members with daily tasks
Lead Teacher
La Petite Academy
03.2011 - 08.2012
- Was responsible for keeping the classroom on pace with the daily schedule while maintaining a positive and energetic atmosphere
- Also responsible for creating and implementing the daily lesson plan and delegating tasks to the assistant teachers in the classroom
- Additional tasks included reporting the challenges, successes and competencies of each student to the Director or to the parents on a regular basis
Teacher's Assistant
Prince of Peace Catholic School
08.2004 - 06.2008
- Assisted in the care and daily education program for the children in the three year old program
- Aided the lead teacher in planning projects and lessons, in addition to ensuring children were cared for in a respectful manner
- Additional duties included filling children's folders with pertinent paperwork and schoolwork for the day and week
- Was acting substitute for the lead teacher when away from class
Extended Day Care Monitor
Prince of Peace Catholic School
08.2003 - 06.2008
- Supervised all ages of children in the Extended Day Care Program (after school)
- Responsible for preparing snacks, drinks and assisting with homework in addition to overseeing safe end of day hand off to parents
- Communicating with parents concerning the children's day
Customer Services Representative
Zurich Life Insurance Company
04.1998 - 06.2001
- Was responsible for answering incoming calls from insured customers and agents regarding life insurance policies
- Was also tasked with researching issues and following up with concerns on behalf of the customer and agents alike
- Also responsible for processing new life insurance policies and updating files, including applying any monetary changes attached to the policy and applying applicable changes
- Processing any incoming and outgoing mail, checks and endorsements in regards to specific policies
Agency Services Coordinator
Commercial Union Insurance Company
12.1989 - 01.1996
- Processed incoming and outgoing mail for commercial insurance policies which included any monies, endorsements, cancellations and/or reinstatements
- Handled calls from agents and followed up on all aspects of specific calls
- Duties also included acting as administrator for the Work In Progress (WIP) program which included contacting the home office to troubleshoot computer issues with the system
Education
Liberal Arts/Humanities -
Erie Community College
Buffalo, NYJournalism - undefined
Glendale Community College
Glendale, AZAssociate of Arts -
Bryant & Stratton Business Institute
Buffalo, NY05-1982
Skills
- Live Chat
- Journalism
- Technical Support
- Complaint resolution
- Prioritization
- Brand representation
- Task prioritization
- Data entry
- Tracking complaints
- Inbound and outbound calling
- Calm demeanor
- Relationship building
- Typing 60 wpm
- Multitasking and organization
- Team collaboration
- Active listening
- Proofreading
- Refunds processing
- Customer service
- Call escalation
- Documentation
- Call center experience
Timeline
Customer Service Rep 3/Trust and Safety
Albertsons Safeway Companies
01.2019 - Current
Customer Service Representative/Writing Team-Chat and Email Specialist/Remote Agent
Albertsons Companies LLC
01.2019 - Current
Customer Services Representative
Wolhborg Michelson Recruiting
10.2018 - Current
Lead Teacher
Phoenix Children's Academy
04.2018 - 10.2018
Lead Teacher
Imagination Childcare
04.2015 - 11.2017
Lead Teacher
La Petite Academy
03.2011 - 08.2012
Teacher's Assistant
Prince of Peace Catholic School
08.2004 - 06.2008
Extended Day Care Monitor
Prince of Peace Catholic School
08.2003 - 06.2008
Customer Services Representative
Zurich Life Insurance Company
04.1998 - 06.2001
Agency Services Coordinator
Commercial Union Insurance Company
12.1989 - 01.1996
Journalism - undefined
Glendale Community College
Liberal Arts/Humanities -
Erie Community College
Associate of Arts -
Bryant & Stratton Business Institute
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