Dawn Wertz
Pueblo,CO
Summary
Proven Customer Service Representative Technician at Radial, enhancing first-call resolution rates significantly. Expert in CRM software and customer empathy, I excel in problem-solving and maintaining professionalism under pressure. Demonstrated ability to improve operational efficiency and service quality, leveraging excellent communication and multitasking skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative Technician
Radial
09.2021 - Current
- Improved first-call resolution rates by actively listening to customer needs and determining the most effective solutions quickly.
- Maintained detailed records of customer interactions to ensure accurate follow-up and case resolution.
- Provided empathetic support to dissatisfied customers, successfully de-escalating situations while maintaining professionalism.
Clerical Associate
Express Employment
02.2018 - 09.2019
- Ensured accurate data entry and maintained up-to-date records for improved operational efficiency.
- Maintained strict confidentiality when handling sensitive information, ensuring compliance with company policies.
- Managed daily office tasks such as answering phones, scheduling appointments, and maintaining inventory levels to ensure smooth operations.
- Developed correspondence letters, memos, and emails.
Education
Associates In Business - Business Administration
Morgan Community College
Fort Morgan, COSkills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Empathy
- Customer Needs Assessment
- Service Quality Standards
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
Timeline
Customer Service Representative Technician
Radial
09.2021 - Current
Clerical Associate
Express Employment
02.2018 - 09.2019
Associates In Business - Business Administration
Morgan Community College