Holly Kowaleski
Sherwood,OR
Summary
Dedicated to Customer Service, focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Leviton Manufacturing Co. Inc.
Tualatin, OR
11.2023 - Current
- Effective handling of requests and inquiries from customers pertaining to customer orders, claims, stock availability, shipping specifications, and product information to ensure customer satisfaction.
- Interacts with various departments such as Supply Chain Planning, Quality Assurance, Distribution, Marketing and Logistics to ensure customer requirements are met.
Toll Free Provisioner
Integra, Allstream/Zayo
Vancouver, WA
03.2008 - 04.2023
- Worked with toll free numbers and Offnet Long Distance.
- Managed work order queue.
- Worked with other providers to port in and port out toll free numbers.
- Used SOMOS (National Database) to maintain toll free numbers.
- Worked with Repair Team and managed repair issues for toll free number and offnet long distance.
- Pulled reports for toll free number inventory.
- Worked with other departments to ensure successful port of toll free numbers.
Customer Care Representative II
Integra Telecom
Portland, OR
10.2005 - 03.2008
- Respond to incoming requests from existing customer base as they relate to billing.
- MACD activities, service issues and account management.
- Partner with other Customer Service Representatives (CSR), the Marketing Department and Technical Support in resolving customer issues, establishing new accounts and providing ongoing support.
- Provide users with basic technical support and online system training.
- Respond to CSR (customer service records) requests.
- Assist with FOC calls.
Billing Analyst/Customer Service Representative
Advanced Telecom Group
Portland, OR
05.2001 - 07.2005
- Under the direction of the Billing Services Group Manager, respond to customer phone inquiries and perform a variety of duties related to Customer Service.
- Perform duties as assigned in preparation of customer orders, billing inquiries and trouble issues.
- Specific duties include: receive inbound calls while researching and answering all customer inquiries and requests regarding accounts, products, rates and services offered.
- Initiate credit adjustments as necessary for customers billing issues.
- Trouble shoot customers billing issues and open trouble and/or care tickets as needed.
- Update records on all customer inquiries and/or request, as is necessary, for proper account maintenance.
- Identify misdirected calls and refer to correct department.
- Provide instruction and documentation to customer on service features as needed.
- Initiate customer contact with designated customer base to review account information, products, services and billing.
- Create tickets and route appropriately issues related to other departments, i.e., repair, order entry, collections and data support, as well as other duties assigned by management.
Customer Service Support Agent
AT&T
Dallas, TX
01.1999 - 04.2001
- Under the direction of the 1st Level Manager, provide customer data/repair support to designated strategic customers via inbound calling.
- Drive and track issues to resolution.
- Specific duties may include: Receive high volume inbound calls, answer questions, and resolve technical issues.
- Provide instruction and documentation to customer on service features as needed.
- Generate trouble tickets and provide customer status updates.
- Work with local telephone companies to resolve customer service issues, run diagnostic tests on customer data systems, respond to customer service requests via Interactive Advantage (Internet).
Customer Service
TruGreen ChemLawn
Lake Oswego, OR
01.1994 - 01.1999
- Answer incoming calls, auditing of sales, scheduling of customer routes, accounts receivables, telemarketing and general office procedures.
Education
High School Diploma - General
Taft High School
Lincoln City, OR01-1991
Skills
- Serve customers
- Effective communication
- Troubleshooting
- Maintain records
- Organized paperwork
- Data entry
- Attention to detail
Awards
- Leading Legend Award, AT&T, 03/01/01, Awarded to top producer in customer interface call center, Dallas, Texas
- Star / Bravo Awards, Advanced TelCom, Awarded to representatives displaying outstanding Customer Service.
Timeline
Customer Service Representative
Leviton Manufacturing Co. Inc.
11.2023 - Current
Toll Free Provisioner
Integra, Allstream/Zayo
03.2008 - 04.2023
Customer Care Representative II
Integra Telecom
10.2005 - 03.2008
Billing Analyst/Customer Service Representative
Advanced Telecom Group
05.2001 - 07.2005
Customer Service Support Agent
AT&T
01.1999 - 04.2001
Customer Service
TruGreen ChemLawn
01.1994 - 01.1999
High School Diploma - General
Taft High School