Genevieve Spielhagen

• Cultivated long-term relationships with vendors by developing cost-effective methods to source products/services
• Generated, compiled and distributed reports of sales leads and up-sell opportunities.
• Collaborated with accounting department to review, update and improve financial processes to achieve revenue goals.
• Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.

• Assisted customers with technical issues related to telecom devices and networks, including troubleshooting, software updates, and resolving connectivity issues.
• Collaborated with engineering teams to communicate recurring customer concerns, resulting in improved product functionality and customer satisfaction.
• Delivered personalized support through email, phone, and chat, ensuring timely responses and proactive follow-up with clients.
• Analyzed customer feedback and suggested improvements to internal processes, leading to enhanced service delivery.

Key Achievements:

• Successfully reduced the number of repeat technical inquiries by 30%
• Improved first-contact resolution rate by 15%, significantly enhancing customer retention.

• Provided top-tier support to customers and business clients in the telecommunications industry, assisting with product inquiries, service issues, and technical troubleshooting.
• Handled inbound and outbound customer calls, addressing questions about network services, mobile devices, and technical support, ensuring timely resolutions.
• Worked closely with internal teams including sales, technical support, and product development to escalate and resolve complex customer issues.
• Utilized CRM systems to track customer interactions, monitor issue resolution progress, and ensure that customer satisfaction metrics were met.
• Trained customers on product usage, installation procedures, and ongoing maintenance to minimize technical issues and increase customer engagement with Nokia products.