Summary
Work History
Education
Skills
Timeline
AssistantManager
Denice Steffeck

Denice Steffeck

Seattle,WA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Work History

CSR/Beauty Expert

Thrive Causemetics
Remote
2022 - 2023
  • Managed numerous communication channels such as calls, chats, emails, texts, and social media messages with ease.
  • Provided customers with the latest beauty trends and expertly recommended products that resulted in sales increase.
  • Exceeded targets and customer satisfaction scores weekly.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Customer Service Representative

CrowdStar
Remote
2018 - 2021
  • Successfully tackled 200 email tickets every day, resulting in a 96% satisfaction rate among clients.
  • Resolved in-game purchase issues, reducing transaction errors by 50% and bolstering customer loyalty.
  • Handled escalated complaints, including those from the Better Business Bureau, and collaborated with product and marketing teams to improve the mobile onboarding process.
  • Used JIRA and Power BI to assess over 25 tech support issues every week.

Customer Service Representative

Alpine Access
Remote
2010 - 2018
  • Led customer service efforts for Abercrombie & Fitch, Gilly Hicks, and Hollister Co.
  • Ensured that every team member received comprehensive training and was equipped to be a brand superhero, resulting in a 20% increase in customer retention.
  • Implemented analytics tools to monitor call length and team performance, providing regular check-ups on the team's metrics and targeted coaching to reduce call times and improve overall performance.
  • Collaborated with other departments to coordinate workflow processes between teams.

Education

Front Office Administrator -

Apollo College

Pharmacy Technician -

Gateway Community College

Skills

  • Emotional Intelligence & Empathy
  • Conflict Mediation
  • Multi-Task Management
  • Active Listening
  • Documentation
  • Customer Relationship Management (CRM)
  • Adaptive Team Player
  • Problem-Solving Abilities
  • Technical Support
  • Order Processing

Timeline

CSR/Beauty Expert

Thrive Causemetics
2022 - 2023

Customer Service Representative

CrowdStar
2018 - 2021

Customer Service Representative

Alpine Access
2010 - 2018

Front Office Administrator -

Apollo College

Pharmacy Technician -

Gateway Community College

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Denice Steffeck