Deborah Pfeifer
Douglasville,GA
Summary
Well-versed in the field of customer service with background as Member Service Representative. Experienced in providing top-tier service, resolving complex issues and fostering positive relationships with clients. Strengths include strong verbal communication, problem-solving skills and ability to maintain composure under pressure. Made significant impact in previous roles by maintaining high QA scores and 5 star surveys on a daily bases.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Service Representative
Virgin Pulse
Providence , RI
2021.10 - Current
- Handled high volume of incoming calls from members and clients regarding various requests concerning their Virgin Pulse Profiles.
- Maintained professional oral and written communication skills while engaging with customers, co-workers, as well as other Virgin Pulse team members through email and teams.
- Utilized exceptional communication skills to empathize with customers, resolve inquiries or complaints, and proficiently manage difficult or irate callers.
- Conducted member research and resolved issues by simultaneously navigating multiple databases.
- Identifying and addressing member's technical concerns regarding website, products, and devices while ensuring timely escalation of complex issues.
- Demonstrating a professional and friendly attitude while quickly establishing rapport with customers through excellent listening skills, utilizing probing questions to understand their concerns and overcome objections. Proficient in identifying, researching, and resolving customer issues using databases such as Confluence, Zendesk, Genadmin, and Jira.
- Maintained an excellent record of meeting established performance and quality standards, resulting in QA scores consistently above 80 and completion of five star surveys each day.
- Maintained thorough knowledge of systems to efficiently research and provide accurate information to members.
- Managed a successful 6-month special project in Live Services, efficiently scheduling coaching calls.
- Maintained a disciplined work-from-home environment with a dedicated private office.
Customer Support Specialist
Nordstrom.com
Atlanta , GA
2021.05 - 2021.10
- Delivering Nordstrom's legendary customer service by supporting customers via phone
- Answered inquiries in a fast-paced environment for Nordstrom.com and Nordstrom Designer.
- Resolved customer issues promptly, promoted product/service offerings to cultivate Nordstrom's loyal customer base, and streamlined the process of placing/tracking orders.
- Interacted with customers to review and navigate their information across multiple systems, ensuring accurate resolution and maintaining performance measures focused on customer satisfaction.
- Collaborate effectively with cross-functional teams to drive project success.
- Attained enhanced training through active participation in virtual team meetings and training sessions to stay updated on ongoing changes.
IV Insurance Intake Rep
Sleep Med
Kennesaw , GA
2018.07 - 2019.10
- Verified insurance coverage for DME patients, processed orders, and maintained patient files while obtaining compliance reports.
- Effectively managed authorization request handling as well as inquiry phone calls, maintaining a focus on providing top-notch customer service. Utilized online tools for accurate determination of service location and provider details.
- Provided exceptional customer service by effectively managing patient needs and resolving issues with insurance companies.
Education
Associate of Arts - Fashion Merchandising/Fashion Modeling
Bauder College
Atlanta, GA1981-08
Bachelor of Science - Cybersecurity
Independence University
Salt Lake City, UTSkills
- Issue Resolution
- Product Sales
- Policy understanding
- Customer Service
- Complaint Handling
- Customer Support
Certification
- Various Certifications threw Sprout for Job compliance.
References
References available upon request.
Timeline
Member Service Representative
Virgin Pulse
2021.10 - Current
Customer Support Specialist
Nordstrom.com
2021.05 - 2021.10
IV Insurance Intake Rep
Sleep Med
2018.07 - 2019.10
Associate of Arts - Fashion Merchandising/Fashion Modeling
Bauder College
Bachelor of Science - Cybersecurity
Independence University
- Various Certifications threw Sprout for Job compliance.
Similar Profiles
NAQIYA ELLIOTTNAQIYA ELLIOTT
Chat Member Service Representative at Virgin PulseChat Member Service Representative at Virgin Pulse
Osagie OsemwegieOsagie Osemwegie
Head of Engineering - Digital Therapeutics at Bluemesa Health (Acquired By Virgin Pulse)Head of Engineering - Digital Therapeutics at Bluemesa Health (Acquired By Virgin Pulse)
Dylan RyanDylan Ryan
Client Success Manager at Virgin PulseClient Success Manager at Virgin Pulse