Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Glenna Theilan

Customer Service
Tucson,AZ

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer service industry. 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.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Afni
Tucson, AZ
10.2021 - 04.2022
  • 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.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer adjustments to maintain financial accounts.
  • Resolved concerns with products or services to help with retention and drive sales.

Customer Service Representative

C3/Customer Contact Channels
Tucson, AZ
08.2019 - 04.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Entered customer interaction details in CSD to track requests, document problems and record solutions offered.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.

Customer Service Representative

Alorica
Tucson, AZ
01.2016 - 08.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Reviewed and corrected claim errors to facilitate smooth processing.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.

Delivery Driver/Cashier

Baggins
Tucson, AZ
02.2015 - 01.2016
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Reconciled cash bag and drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Educated customers on promotions to enhance sales.
  • Operated cash register to record all transactions accurately and efficiently.

Education

Certified Nursing Assistsnt - Geriatric Nursing

Pima Medical Institute
Tucson, AZ
03.1991

GED -

Robert E. Lee High School
Houston, TX
06.1987

Skills

  • Complaint resolution
  • Inbound and Outbound Calling
  • Service standard compliance
  • Creative problem solving
  • Good listening skills
  • Professional telephone demeanor
  • Customer assistance
  • Cash Drawer Management
  • Cash Register Operation
  • Cash Handling

Timeline

Customer Service Representative

Afni
10.2021 - 04.2022

Customer Service Representative

C3/Customer Contact Channels
08.2019 - 04.2021

Customer Service Representative

Alorica
01.2016 - 08.2019

Delivery Driver/Cashier

Baggins
02.2015 - 01.2016

Certified Nursing Assistsnt - Geriatric Nursing

Pima Medical Institute

GED -

Robert E. Lee High School

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Glenna TheilanCustomer Service