Microsoft
Hannah Merrill
Redmond,OR
Summary
Dynamic professional with a proven track record in customer service and account management, particularly at Pioneer Connect. Excelled in problem-solving and quality control, enhancing customer satisfaction and loyalty. Skilled in active listening and time management, adept at fostering client relationships and exceeding service standards.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
Pioneer Connect
03.2022 - 05.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to Services provided and billing discrepancies to encourage good customer relationships.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized Microsoft and NISC iVue to complete customer orders and work order schedule.
Veterinary Receptionist
Newport Veterinary Hospital
08.2021 - 03.2022
- Triaged incoming patients to determine treatment needs and urgency of care.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Maintained current and accurate medical records for patients.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Helped patients complete necessary medical forms and documentation.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed office bookkeeping with insurance billing and patient payments.
- Processed medical insurance claims and payments.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Lead Cashier
Goodwill Industries of the Columbia Willamette
10.2018 - 08.2021
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Processed both cash and card purchases and returns.
- Educated employees on register use, merchandising, and customer service.
- Assisted customers by answering questions and fulfilling requests.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Led cashiers and associates in providing thoughtful customer service.
- Trained team members on cash register operation and cash handling.
- Communicated with customers and team members to solve problems.
- Restocked and organized merchandise in front lanes.
- Quickly and accurately counted drawers at start and end of each shift.
- Increased customer loyalty and retention.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
Education
GED -
Oregon Coast Community College
Newport, OR06-2013
Skills
- Client Advocacy
- Quality Control
- Call Documentation
- Account Management
- Customer Service
- Time management abilities
- Problem-solving abilities
- Telemarketing
- Active Listening
Software
NISC
Timeline
Customer Experience Specialist
Pioneer Connect
03.2022 - 05.2024
Veterinary Receptionist
Newport Veterinary Hospital
08.2021 - 03.2022
Lead Cashier
Goodwill Industries of the Columbia Willamette
10.2018 - 08.2021
GED -
Oregon Coast Community College
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