Denise Saunders
Customer Service Representative
Dunbar,West Virginia
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with 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 exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Team Supervisor
Painter's Plus
10.2022 - Current
- Painted surfaces using brushes, spray guns and paint rollers.
- Prepared surfaces and surrounding areas for painting using sandpaper, tape and other materials.
- Prepared trim, walls and ceilings for painting by cleaning, smoothing and priming.
- Protected surfaces from damage and spills by using drop cloths prior to and during painting.
- Repaired wall holes and scrapes.
- Climbed scaffolding, staging, ladders and planks to reach work area surfaces and observed safety protocols to prevent falls.
- Painted indoor areas such as hallways, bathrooms and lobbies.
- Applied primer, paints, varnishes and lacquers to walls and surfaces using traditional and sprayer methods.
- Conducted final work check to assess quality and make corrections if necessary.
- Performed regular preventive maintenance on tools and equipment to support best quality of work.
- Interacted with clients to report progress and verify timetable for completed work.
- Trained new staff on initial setup routines and continual work monitoring procedures.
- Managed performance reviews for 8 employees, analyzing individual employee achievements and overall trends in workforce execution metrics
Assembly Line Worker
Diamond Electric
10.2022 - 11.2022
- Used established assembly instructions to complete jobs quickly, accurately and with zero errors.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Boxed, labeled and transported items to support assembly operations.
- Assisted quality assurance by inspecting items and removing defective parts.
- Conducted quality assurance inspections on finished components and identified issues.
- Identified machinery malfunctions by performing troubleshooting tasks.
Customer Service Representative
AEP
03.2022 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered over 75 customer telephone calls a day promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
Auditor
EXL Service
09.2021 - 01.2022
- Complied with established internal procedures by examining reports, processes and documentation.
- Participated in interviews, performed observations and evaluated pertinent information to supplement audit findings.
- Gathered and analyzed financial data to determine improvement efforts.
- Interviewed business owners, explained audit scope and conducted exit interviews of audit findings.
- Prepared working papers, reports and supporting documentation for audit findings.
- Maintained integrity of general ledger and chart of accounts.
- Reviewed accounts, resolved coding areas and tracked recurring expenses for accrual entry.
- Provided journal entries and performed accounting on accrual basis.
- Computed taxes owed by applying prescribed rates, laws and regulations.
- Reported ROIs using Excel spreadsheets.
- Maintained up-to-date knowledge of tax codes, legislation and tax programs.
- Upheld strict confidentiality protocols with client details and tax return information.
Customer Service Associate
Walgreen's Drug Store
02.2020 - 06.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executes excellent sales floor merchandising and selling.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Boosted sales revenue by skillfully promoting diverse service options.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Education
High School Diploma -
La Porte High School
La Porte, TX06.1987
Skills
- Call Center Operations
- Documenting Calls
- Complaint Resolution
- Microsoft Excel
- Calm and Professional Under Pressure
- Professional Telephone Etiquette
- Microsoft Word
- Empathy and Customer Understanding
- Written and Oral Communications
- Good Listening Skills
- Inbound Customer Calls
- Conflict Resolution Techniques
- Program Promotion
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Documentation
- Transcription
- High-Volume Environments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I don't want to get to the end of my life and find I have just lived the length of it. I want to have lived the width of it as well.
Diane Ackerman
Timeline
Team Supervisor
Painter's Plus
10.2022 - Current
Assembly Line Worker
Diamond Electric
10.2022 - 11.2022
Customer Service Representative
AEP
03.2022 - 07.2022
Auditor
EXL Service
09.2021 - 01.2022
Customer Service Associate
Walgreen's Drug Store
02.2020 - 06.2021
High School Diploma -
La Porte High School
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