Summary
Overview
Work History
Education
Skills
Timeline
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Heidi Ponds

Copperas Cove

Summary

Accomplished Customer Service Advisor with a proven track record at Anthology, enhancing customer satisfaction and streamlining call processes. Expert in customer relations and call center operations, I've significantly improved first-call resolution rates. My approach combines empathy with efficiency, fostering loyalty and operational excellence.

Overview

6
6
years of professional experience

Work History

Customer Service Advisor

Anthology
04.2021 - Current
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • 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.
  • Implemented strategies to reduce average handling time without compromising on service quality.
  • Streamlined call handling processes for increased efficiency and reduced wait times.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.

Customer Service Representative

GC Services Call Center
05.2019 - 04.2021
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Education

Ged
Jena, LA
2001

Skills

  • Call center experience
  • Customer relations
  • Call center operations
  • Account updates
  • Customer focus
  • Schedule management

Timeline

Customer Service Advisor

Anthology
04.2021 - Current

Customer Service Representative

GC Services Call Center
05.2019 - 04.2021

Ged

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Heidi Ponds