Denielle Douglas
Milwaukee,WI
Summary
Personable and dedicated Customer Service Representative with extensive experience in manufacturing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Meltric Corporation
Franklin, WI
01.2021 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Entered customer purchase orders using Global Shop software
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Representative
Walgreen's HomeCare
Wauwatosa, WI
01.2013 - 02.2024
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Processed and monitored invoices, payments, and adjustments to ensure timely payment from insurance companies.
- Reviewed and verified accuracy of patient insurance information and billing documents.
- Analyzed patient accounts for errors or discrepancies in order to resolve issues quickly.
- Documented all account activity into electronic medical record system ensuring accuracy of data entry.
- Ensured that all patient statements were sent out in a timely manner with current balance information included.
- Coordinated with third-party payers concerning authorization requests, coding changes, and payment disputes.
- Managed collection efforts on overdue accounts while maintaining professional relationships with customers.
- Obtained prompt payments for open bills by interacting with appropriate parties.
- Verified insurance eligibility for patients by calling appropriate parties.
- Worked with IBM software to create and submit large numbers of client invoices each day.
Customer Service Representative
Rockwell Automation
Milwaukee, WI
09.2010 - 07.2012
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Senior Customer Service Representative
We Energies
Milwaukee, WI
03.2009 - 09.2011
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Processed customer account changes with proprietary software.
- Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Some College (No Degree) - Nursing
University of Wisconsin - Milwaukee
Milwaukee, WISkills
- Data Entry
- Complaint resolution
- Product Knowledge
- Data Collection
- Inbound and Outbound Calling
- Customer Service
- Typing 45 WPM
- Order Processing
- Reading Comprehension
- Typing proficiency
- Positive and professional
- Problem-solving abilities
- 10-Key
- Computer Proficiency
- SAP/ERP Knowledge
- IBM/CRM Knowledge
- Global Shop Knowledge
Affiliations
- Implemented streamlined order entry workflows, resulting in 30% reduction in processing times
- Reduced average response time to customer inquiries by 20% through proactive monitoring of emails and voicemails
- Achieved 98% accuracy rate in credits and debits processing, minimizing errors and financial risks.
Timeline
Customer Service Representative
Meltric Corporation
01.2021 - Current
Customer Service Representative
Walgreen's HomeCare
01.2013 - 02.2024
Customer Service Representative
Rockwell Automation
09.2010 - 07.2012
Senior Customer Service Representative
We Energies
03.2009 - 09.2011
Some College (No Degree) - Nursing
University of Wisconsin - Milwaukee
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