Deana Voska
Enterprise,AL
Summary
Adept at enhancing customer satisfaction, I leveraged complaint resolution and interpersonal communication skills at Zimmer Biomet to significantly reduce escalations. My leadership in training teams and streamlining call management processes led to improved service quality, showcasing my ability to address complex issues efficiently and foster positive client relationships.
Knowledgeable and dedicated customer service professional with extensive experience in the orthopedics industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
22
22
years of professional experience
Work History
Lead Customer Service Representative
Zimmer Biomet
04.2024 - Current
- Actively participated in interdepartmental projects aimed at improving overall organizational effectiveness.
- Engaged clients over phone to answer questions, place orders and address complaints.
- Established positive relationships with clients through regular follow-ups and personalized service offerings.
- Participated in regular team meetings to discuss best practices, challenges, and foster a collaborative work environment.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Decreased average call time through effective problem-solving techniques and clear communication with customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Customer Service Representative
Zimmer Biomet
08.2002 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained staff on operating procedures and company services.
Education
High School Diploma -
West Leyden High School
Northlake, IL05-1989
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Customer complaint resolution
- Call center experience
- Account management
- Customer support
- Customer correspondence
- Willingness to lead
- Database maintenance
- Order processing
- Service recommendations
- MS office applications
- Complaint resolution
- Fast learner
- Customer service
- Problem-solving
- Attention to detail
- Multitasking and organization
- Positive and friendly
- Interpersonal communication
- Administrative support
- Credit card processing
- Order fulfillment
- Relationship management
- Database management
- Team training and leadership
- Professional telephone demeanor
- Understanding customer needs
Timeline
Lead Customer Service Representative
Zimmer Biomet
04.2024 - Current
Customer Service Representative
Zimmer Biomet
08.2002 - 04.2024
High School Diploma -
West Leyden High School
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