Elyse Wallace
Warranty Service Representative
Philadelphia,PA
Summary
Hardworking employee enthusiastic about learning the Compliance, Risk Management, or Legal field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities that include an understanding of lean 6 Sigma for process improvement. Interested in specializing in quality, speed and process optimization. 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Warranty Service Agent
Power Home Remodling Group
Philadelphia, PA
04.2017 - Current
- Maintained well-developed relationships with customers and fellow employees by utilizing excellent communication skills.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Handled customer issues with confidence, using five years of experience to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- 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 25 calls, 30 emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained staff on operating procedures and company services.
- Cross-trained and provided back up for customer service managers.
- Sought ways to improve processes and services provided.
Customer Care Service Representative
Power Home Remolding Group
Philadelphia, PA
03.2015 - 07.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Coordinated timely responses to online customer communication and researched complex issues.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
Scheduling Agent
Power Home Remolding Group
Philadelphia, PA
07.2014 - 03.2015
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Education
MJ/MBA - Master of Business Administration/ Master of Juris
Widener University Delaware Law School
Chester, PA05.2023
Bachelor of Arts - English Composition
Temple University
Philadelphia, PA05.2014
Skills
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Understanding Customer Needs
- Customer Retention Strategies
- Responding to Difficult Customers
- Upselling Products and Services
- Call Documentation
- Order and Refund Processing
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Customer Account Management
- Special Orders
- Problem Resolution
- Information Updates
- Customer Experience
- Microsoft PowerPoint
- Complex Product Knowledge
- Document and Records Management
- Cultural Awareness
- Excellent Attention to Detail
- Computer Proficiency
- Team-Oriented and Cooperative
- Call Volume and Quality Metrics
Accomplishments
*Nominated and attended the Leadership Cultural and Diversity Summit 2015 -2021
*Nominated and attended Leadership Summit Nitro Create 2018
*Nominated and attended Leadership Summit DevCon 2018
*Participated in the first ever Project Support Ticket (business technology initiative) 2019
*Nominated and attended Power Home Remolding Women's Leadership Initiative 2019-2021
*Nominated and attended Power Home Remolding Women's Leadership Workshop 2022
Timeline
Warranty Service Agent
Power Home Remodling Group
04.2017 - Current
Customer Care Service Representative
Power Home Remolding Group
03.2015 - 07.2017
Scheduling Agent
Power Home Remolding Group
07.2014 - 03.2015
MJ/MBA - Master of Business Administration/ Master of Juris
Widener University Delaware Law School
Bachelor of Arts - English Composition
Temple University
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