Deana Holzer
Customer Service
ANAHEIM,CA
Summary
Dedicated Senior Customer Service Representative experienced in complaint resolution, escalation management, and customer relationship building. Achieved enhancements in customer satisfaction through effective analysis of feedback and implementation of targeted solutions. Focused on driving customer loyalty and operational improvements.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Collectors Universe
Santa Ana, CA
01.2021 - 06.2026
- Analyzed customer feedback to identify trends, implementing improvements based on insights gathered.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Developed standard operating procedures for handling complex inquiries, ensuring consistency across the team.
- Resolved customer inquiries and issues through effective communication, enhancing overall satisfaction.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client's concerns and company interests.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Customer Service Representative
Data Ticket, Inc.
Irvine, CA
01.2020 - 01.2021
- Promptly responded to client inquiries related to traffic, administrative, or code enforcement citation(s) issued.
- Educated customers about due date, payment options, and appeal options, and process.
- Resolved customer inquiries efficiently using ticketing systems to enhance service delivery.
Retirement Plan Specialist
Benetech, Inc.
Santa Ana, CA
10.2017 - 01.2020
- Analyzed retirement plan data to ensure compliance with regulatory requirements.
- Developed strong relationships with clients, fostering trust through consistent communication and expert advice.
- Managed multiple client accounts simultaneously, prioritizing tasks to meet deadlines and deliver exceptional service.
- Facilitated communication between clients and financial institutions to enhance service delivery.
- Informed clients of strategies for maximizing savings.
Education
High School Diploma -
Allan F. Daily High
Glendale, CACertificate - Accounting
Saddleback College
Mission Viejo, CASkills
- Customer support
- Issue resolution
- Escalation management
- Customer engagement
- Salesforce CRM
- Call center management
- Staff training
- Customer needs assessment
- Team collaboration
- Call center management
- Representative training
- Customer insights
- Telephone etiquette
- Team collaboration
- Relationship management
- Zendesk CRM
Timeline
Senior Customer Service Representative
Collectors Universe
01.2021 - 06.2026
Customer Service Representative
Data Ticket, Inc.
01.2020 - 01.2021
Retirement Plan Specialist
Benetech, Inc.
10.2017 - 01.2020
High School Diploma -
Allan F. Daily High
Certificate - Accounting
Saddleback College