Holden Schaefer
Great Falls,MT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Compliance Officer
Great Falls Pre-release Services
Great Falls, MT
09.2023 - Current
- Maintained accurate records of residents/clients' whereabouts using head counts, walk-throughs, pass checks, and employment checks.
- Executed random room and area inspections to ensure the absence of contraband on Center premises, strengthening its security measures.
- Monitored and supported the established treatment program for residents while overseeing their daily activities.
- Oversaw new employee, resident, intern, and volunteer onboarding.
Technician
WISP Assist
01.2023 - 09.2023
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Maintained quality assurance and customer satisfaction objectives.
CSR
FCR
05.2019 - 12.2022
- Developed and updated databases to handle customer data.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Training Lead
FCR
10.2020 - 12.2021
- Provided in-house training to new employees concerning maintenance of standardized training approaches.
- Developed and improved training courses to increase staff performance and overall training effectiveness.
- Oversaw day-to-day functions of training department.
- Provided virtual training and online presentations.
- Evaluated training needs to improve training quality.
Education
High School Diploma -
Great Falls High School
Great Falls, MTSkills
- Microsoft PowerPoint
- Staff Training
- Account Management
- Microsoft Word
- Active Listening
- Credit Card Payment Processing
- Microsoft Excel
- Managing Multiple Tasks
- Lesson Planning
- Orientation Sessions
- Regulations enforcement
- Training delivery
Timeline
Compliance Officer
Great Falls Pre-release Services
09.2023 - Current
Technician
WISP Assist
01.2023 - 09.2023
Training Lead
FCR
10.2020 - 12.2021
CSR
FCR
05.2019 - 12.2022
High School Diploma -
Great Falls High School
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