Ellie (Elvira) Norris
Schererville,IN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Tactical Traps
Crown Point , IN
12.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls 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.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered average of 15-30 daily calls, plus 50= emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
Photographer
Lifetouch Preschool Portraits
Elmhurst, IL
09.2009 - 05.2017
- Photographed high-quality images for various print and digital projects.
- Planned and prepared for on-location and studio shoots.
- Determined and adjusted subject position, props and lighting equipment while selecting camera angles to optimize final product.
- Completed complex photo shoots at indoor and outdoor venues.
- Experimented with different lighting effects to deliver unique images.
- Selected and set up appropriate props, backdrops and lighting.
- Archived photographs on computers and servers.
- Defined and recommended detailed solutions to capture images.
- Maintained and shared portfolios of artistic work to demonstrate styles, interests and abilities with potential customers.
Teacher
City Baptist Schools
Hammond , IN
09.2005 - 05.2008
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated multiple types of teaching strategies into classroom.
- Planned and implemented integrated lessons to meet national standards.
- Promoted physical, mental and social development using classroom games and activities.
- Graded and evaluated student assignments, papers and course work.
- Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Completed daily reports, meal count sheets and attendance logs.
- Fostered team collaboration between students through group projects.
Telemarketing Supervisor
Americall
Schererville, IN
06.2000 - 07.2005
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Education
Bachelor of Science - General Studies
Hyles-Anderson College
Crown Point, IN05.2004
High School Diploma -
State Line Christian School
Temperance, MI05.2000
Skills
- Interpretation and Translation Services
- Customer Data Confidentiality
- Customer Retention Strategies
- Upselling Products and Services
- Data Entry and Maintenance
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Telephone Management
- Inbound and Outbound Calling
- Answering Customer Questions
- Call Transfers
- Team-Oriented and Cooperative
- Patient and Empathetic
- Solving Customer Concerns
- Customer Information Databases
- Excellent Attention to Detail
- Answering Emails
Timeline
Customer Service Representative
Tactical Traps
12.2020 - Current
Photographer
Lifetouch Preschool Portraits
09.2009 - 05.2017
Teacher
City Baptist Schools
09.2005 - 05.2008
Telemarketing Supervisor
Americall
06.2000 - 07.2005
Bachelor of Science - General Studies
Hyles-Anderson College
High School Diploma -
State Line Christian School
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