Deana Holzer
Anaheim
Summary
Dedicated customer service professional with extensive experience in complaint resolution and service quality management. Known for restoring customer trust and loyalty through active listening and efficient issue resolution. Committed to enhancing customer experiences and driving team collaboration.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Collectors Universe
Santa Ana, California
01.2021 - 06.2026
- Resolved escalated customer complaints swiftly, restoring customer trust and loyalty.
- Delivered fast, friendly, knowledgeable service for routine order and account inquiries, improving customer experience.
- Assisted customers by answering questions, addressing concerns via phone and email, enhancing customer satisfaction.
- Collaborated with cross-functional teams to enhance the customer experience.
- Summarized and documented calls in CRM.
Customer Service Representative
Data Ticket, Inc.
Irvine, California
01.2020 - 01.2021
- Guided customers through appeal processes and payment options for citations, ensuring clarity and compliance.
- Responded to customer inquiries, delivering accurate information on citations to enhance understanding.
- Completed processing of citation payments in a timely manner.
- Recorded customer interactions in a CRM system to maintain accurate records and support service quality.
Retirement Plan Specialist
Benetech, Inc.
Santa Ana, California
10.2017 - 01.2020
- Administered 200+ retirement plans, ensuring compliance with federal regulations and company policies to mitigate risk.
- Collaborated with clients to assess retirement plan needs and recommend tailored solutions for optimal outcomes.
- Managed plan documentation with a focus on accuracy and timely updates, enhancing record integrity.
- Reviewed clients' accounts and plans to identify required plan reassessments.
Education
High School Diploma -
Allan F. Daily
Glendale, CA06-1987
Skills
- Escalation management
- Complaint resolution
- Cross-functional teamwork
- Call center experience
- CRM software
- Microsoft office expertise
- Detail orientation
- Performance evaluation
- Critical thinking
- Active listening
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