Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carolyn S Wall

Albuquerque,NM

Summary

Customer Service/Communication Skills: Meet tolerance environments of the machine by setting gauges and measuring instruments appropriately Keen eye for detail and results-driven approach Great communicator; exceptional experience training new and effective customer representatives Excellent ability to maintain professionalism; extensive experience managing high-volume business calls 20+ years of customer service experience; proven record of customer satisfaction—consistently maintained 95% and above rating on QA scorecards 20+ years of PC experience, including Microsoft Word and various Database Software. Such as Star and Xactimed Quick-learner—proven ability to learn new, complicated software Sales/Follow-up Skills: 12+ years of sales experience—maintained a 90% closing ratio while selling carpet and upholstery care services Always quickly and courteous follow-up with clients and understand that following-up is essential to closing a sale Previous experience with medical records and medical terminology Customer Service/Claims

Overview

20
20
years of professional experience

Work History

Member Service Representative

Mountain America Credit Union
11.2024 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
  • Educated and engaged customers with new bank products and services.
  • Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
  • Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.

Mobile/Pick Up & Delivery Coordinator

Power Ford
09.2023 - Current
  • Built positive customer rapport by showing courteous, friendly and professional service.
  • Maintained professional demeanor while greeting guests and offering pick up and delivery by contributing a positive first impression.
  • Resolved customer complaints professionally, demonstrating empathy while finding solutions that met their expectations.
  • Adapted to changing schedules or routes as needed, demonstrating flexibility in meeting client needs under tight deadlines.
  • Increased business from 40 trips per month to 230 trips per month
  • Assisted in training new hires for successful integration into the team while sharing best practices on safe driving techniques and effective route planning strategies.
  • Fostered positive working relationships with regular customers.
  • Maintained records of all trips to ensure we were paid by Ford

Receptionist

Reliable Chevrolet
02.2023 - 09.2023
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Kept file of all new vehicles manuals and keys
  • Scheduled second receptionist and tracked hours
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Assisted with onboarding new employees and securing paperwork completion.
  • Inventory and disbursement of license plates

Receptionist

Stewart Title
12.2021 - 11.2022
  • Receive customers coming in to do closing on their home and take ID's for copies Answer all incoming calls and take messages Call/ Fax lenders to get payoff statement
  • Create new files for new orders. Scan files and insure all papers are in the system before close out of file. Serve office personnel for any needs they may have. Create and implement procedures to make the front-end more efficient Keep office supply list going to create orders Take earnest money deposits and create receipt

Customer Service Representative

Lowes Home Improvement
07.2021 - 12.2021
  • Uses available resources and strong judgment to determine the best course of action and/or optimal solution while interacting with customers through any channel by which the customer may choose to engage.
  • Navigates several computer systems simultaneously and multitasks efficiently in order to accurately input data while gathering necessary information to address customer inquiries
  • Leverages problem solving skills and remains calm under pressure to resolve increasingly complex problems
  • Recognizes and acts on sales opportunities, including following up as necessary to ensure customer needs are met or to provide additional information after researching questions

Receptionist

New Mexico Land & Title
03.2020 - 03.2021
  • Receive customers coming in to do closing on their home and take ID's for copies Answer all incoming calls and take messages In charge of the complete phone system within the office to all phones
  • Create new files for new orders Scan files and insure all papers are in the system before we close out file Serve those in my office for any needs they may have Create and implement procedures to make the front-end more efficient Keep office supply list going to create orders Take earnest money deposits and create receipt

Customer Service/Sales

Safelite Auto Glass
07.2019 - 03.2020
  • Work as part of a Sales Team Taking incoming calls creating work orders, retrieving information from customers to bill insurance
  • Help customers with online orders to navigate through the system Answer questions about insurance and process and procedures Achieved above average on KPI standards, Sales records and Quality scores

Owner

Kingdome Mattress LLC
09.2017 - 11.2019
  • Opened our first business together as a family selling Mattresses at a discount price
  • Formed LLC Corporation Went to trade shows and training out of state Take care of bookkeeping and customer orders Ran reports to track our sales and profit Maintained website and advertising using Facebook and Craigslist

CNC Machinist

ZF Transmissions
10.2016 - 09.2017
  • Quickly learns new machines to be a valued team member in CNC Machining Planet Carriers Reads Blueprint of part being made to make sure settings are correct on machine Make adjustments to machine to meet specs on blueprint 5S very big on working in a clean organized area to insure productivity Maintain inventory paperwork in SPC Keep up with gauges for working order and up to date Check parts for accuracy to continue production Worked on welder, reamer, deburr and washer

CNC Machinist

ZF Transmissions
07.2013 - 11.2014
  • CNC Machining Department-Ring Gears Run Gears through IMA clamper and then to Hofmann balancer Run Klingenberg for Measure of gears Meet or exceed targeted production each day Work on Blue Books to keep current information and SR measurements

Administrative Assistant

UHS- Pruitt-United Hospice Anderson
01.2013 - 07.2013

Production Assembly

Proper Polymers
11.2012 - 01.2013

Collections

Palmetto Baptist Easley
11.2011 - 02.2012

Customer Service Representative

Cross Country Home Services
09.2010 - 09.2011

Customer Service Representative

Verizon Wireless
01.2007 - 05.2008

Collector II

Palmetto Health Richland
09.2005 - 11.2006

Education

Some College (No Degree) - Radiology Technician

Midlands Technical College
West Columbia, SC

Skills

  • Customer service
  • Relationship building
  • Financial transactions
  • Customer support
  • Product recommendations
  • Complaint handling
  • Service upselling
  • Service recommendations
  • Product sales
  • Member account management
  • Teamwork and collaboration
  • Professional telephone demeanor
  • Administrative and office support
  • Data entry
  • Work prioritization
  • Sales and upselling
  • Remote office availability
  • Calm under pressure
  • Call center operations
  • Billing adjustments and refunds
  • Customer retention strategies

Timeline

Member Service Representative

Mountain America Credit Union
11.2024 - Current

Mobile/Pick Up & Delivery Coordinator

Power Ford
09.2023 - Current

Receptionist

Reliable Chevrolet
02.2023 - 09.2023

Receptionist

Stewart Title
12.2021 - 11.2022

Customer Service Representative

Lowes Home Improvement
07.2021 - 12.2021

Receptionist

New Mexico Land & Title
03.2020 - 03.2021

Customer Service/Sales

Safelite Auto Glass
07.2019 - 03.2020

Owner

Kingdome Mattress LLC
09.2017 - 11.2019

CNC Machinist

ZF Transmissions
10.2016 - 09.2017

CNC Machinist

ZF Transmissions
07.2013 - 11.2014

Administrative Assistant

UHS- Pruitt-United Hospice Anderson
01.2013 - 07.2013

Production Assembly

Proper Polymers
11.2012 - 01.2013

Collections

Palmetto Baptist Easley
11.2011 - 02.2012

Customer Service Representative

Cross Country Home Services
09.2010 - 09.2011

Customer Service Representative

Verizon Wireless
01.2007 - 05.2008

Collector II

Palmetto Health Richland
09.2005 - 11.2006

Some College (No Degree) - Radiology Technician

Midlands Technical College

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Carolyn S Wall