Hilda Reimer
Orlando,FL
Summary
Customer-focused professional with successful 28-year career in customer service and serving others industry. Dynamic and successful at applying skills in busy environments.
Overview
28
28
years of professional experience
Work History
Customer Service Management
AT&T Mobility & Charter Communications
Orlando, FL
01.1996 - 04.2024
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Audited customer account information to identify issues and develop solutions.
- Coordinated meeting and work schedules for staff teams.
- Maintained company confidence and protected business operations by keeping sensitive information confidential.
- Generated reports and obtained data to develop analytics on key performance and operational metrics.
- Utilized data analysis to monitor process efficiencies and identify data integrity exceptions.
- Executed strong professional demeanor and friendly attitude.
- Strong knowledge in Microsoft Office including Excel and Word.
Jury Duty Support
Orange County Courthouse
Orlando, FL
01.1996 - 05.2006
- Computed, recorded and proofread data or reports.
- Worked hand in hand with Judges in Criminal, Civil and Traffic divisions to ensure Jury needs were met.
- Worked in Courtrooms to facilitate instructions and process panels to trials
- Typed, formatted and edited correspondence and other documents.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Answered telephones, directed calls and took messages.
- Processed accounts payable and accounts receivable updates to maintain current financial records of jurors for payroll as serving in Jury.
- Conducted daily Oath to audiences up to 180 jurors through directions and public speaking.
- Displayed professional demeanor at all times through representation of the Judicial Court.
- Served as confidential liaison to prepar jury panels for each ongoing case in civil, criminal and traffic court.
- Communicated and worked hand in hand with Court Deputy personnel to accommodate the demand of jury needs for all judicial trial needs and cour procedures.
- Regularly communicated with other departments to coordinate efforts between teams.
Education
Bachelor of Science -
Instituto Politecnico Nacional
Mexico City09.1986
Human Resources Development & Training Certificate
Cornell University
Ithaca, NYSkills
- Verbal and Written Communication
- Excellent time management skills
- Conflict resolution techniques
- Workflow Management
- Time Management
- Handling Escalations
- Talent Development
- Tactful and diplomatic
- Goal Setting
- Documentation and Reporting
- Training and Development
- Managing Operations and Efficiency
- Excellent verbal and written communication
- Strong computer skills and use of Microsoft Office
- Professional Demeanor and quick to learn
Languages
Spanish
Full Professional
Timeline
Customer Service Management
AT&T Mobility & Charter Communications
01.1996 - 04.2024
Jury Duty Support
Orange County Courthouse
01.1996 - 05.2006
Bachelor of Science -
Instituto Politecnico Nacional
Human Resources Development & Training Certificate
Cornell University
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