Denise Osterhout
Thompson,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
CSR
Nyseg
Binghamton, NY
03.2020 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Baker
Liberty Inc/ Tim Horton's
Hallstead, PA
10.2019 - 03.2020
- Enhanced customer satisfaction by consistently producing high-quality baked goods and maintaining a clean, organized workspace.
- Reduced waste and increased efficiency by accurately measuring ingredients and closely monitoring baking processes.
- Collaborated with team members to complete large orders for special events, ensuring timely delivery and client satisfaction.
- Developed creative seasonal recipes, attracting new customers and increasing bakery sales.
- Ensured product freshness by implementing proper storage techniques and regularly rotating stock.
- Maintained a safe work environment by strictly adhering to sanitation guidelines and addressing potential hazards promptly.
Activities Assistant Superviser
Ellen Memorial Health Care Center
Honesdale, PA
07.2019 - 10.2019
- Enhanced resident engagement by organizing and leading diverse activities such as arts, crafts, games, and outings.
- Increased social interaction among residents through facilitating group activities and fostering a sense of community.
- Improved residents'' physical wellbeing by coordinating exercise programs tailored to individual abilities and needs.
- Promoted cognitive health by designing mentally stimulating activities such as trivia games, puzzles, and memory exercises.
- Supported emotional well-being of residents with personalized one-on-one interactions and attentive care during activities.
- Collaborated with interdisciplinary team members to develop comprehensive activity plans addressing the diverse needs of each resident.
- Managed inventory of activity supplies, ensuring adequate materials were available for planned events while adhering to budget constraints.
- Provided clear communication to staff, residents, and family members regarding upcoming events and any necessary accommodations or modifications needed for participation.
- Assisted in training new staff members on proper procedures for conducting activities while maintaining a safe environment for residents.
- Documented resident progress in charts and records, providing accurate information to assist with ongoing care plans and evaluations.
CSR
Conduent Call Center
Endicott, NY
06.2018 - 07.2019
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Investigated and resolved customer inquiries and complaints quickly.
CSR
Paper Alternative Solutions
Endicott, NY
01.2018 - 06.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Investigated and resolved customer inquiries and complaints quickly.
Restaurant Supervisor
Lattner Enterprises LLC
Hallstead, PA
01.2017 - 01.2018
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Managed inventory control, reducing waste and optimizing resources allocation.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
- Increased repeat business through excellent customer service, maintaining strong relationships with patrons.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Maintained compliance with state and local regulations pertaining to food safety and sanitation practices.
- Conducted regular facility maintenance checks to ensure all equipment functioned at peak capacity without disruption.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
Credit Coordinator
Phillips Pet Supplies
Bethlehem, PA
02.2014 - 10.2016
- Improved inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Streamlined the auditing process for faster results, utilizing advanced software tools and data analysis techniques.
- Reduced discrepancies in inventory records by maintaining thorough documentation and promptly addressing identified issues.
- Enhanced overall warehouse efficiency with meticulous organization and proper storage of items.
- Conducted comprehensive physical counts, ensuring accurate representation of stock levels in company records.
- Inspected all goods for quality and quantity.
Education
No Degree - Biochemistry
East Stroudsburg University of Pennsylvania
East Stroudsburg, PAHigh School Diploma -
Susquehanna Community High School
Susquehanna, PA06.1994
Skills
- CRM Software
- Complaint Handling
- Call center experience
- Customer Focus
- Microsoft Outlook
- Quality Control
- Microsoft Excel
- MS Office
- Analytical Thinking
- Positive Attitude
- Excellent Communication
Timeline
CSR
Nyseg
03.2020 - Current
Baker
Liberty Inc/ Tim Horton's
10.2019 - 03.2020
Activities Assistant Superviser
Ellen Memorial Health Care Center
07.2019 - 10.2019
CSR
Conduent Call Center
06.2018 - 07.2019
CSR
Paper Alternative Solutions
01.2018 - 06.2018
Restaurant Supervisor
Lattner Enterprises LLC
01.2017 - 01.2018
Credit Coordinator
Phillips Pet Supplies
02.2014 - 10.2016
No Degree - Biochemistry
East Stroudsburg University of Pennsylvania
High School Diploma -
Susquehanna Community High School