Eve Schoenleber
Fond Du Lac
Summary
Dynamic customer service professional with over 18 years of experience in managing complex inquiries and training new staff. Recognized for driving service improvements through critical thinking and collaboration, significantly enhancing customer loyalty and team performance.
Overview
18
18
years of professional experience
Work History
Customer Service Representative III
Elevance Health
Fond Du Lac, WI
02.2008 - 04.2026
- Resolved customer inquiries through multi-channel communication methods, enhancing overall customer satisfaction.
- Collaborated with team members to streamline support processes and improve response times.
- Assisted in training new staff on customer service protocols and company policies.
- Managed complex issue resolution, ensuring adherence to compliance standards and policies.
- Developed comprehensive knowledge of healthcare products to provide accurate information to customers.
- Implemented feedback mechanisms to gather customer insights, driving service improvements.
- Led initiatives to enhance digital support tools, increasing efficiency in handling inquiries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Goodrich High School
Fond Du Lac, WISkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint resolution
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
Timeline
Customer Service Representative III
Elevance Health
02.2008 - 04.2026
High School Diploma -
Goodrich High School