Hope Hanschell
Lakeland,FL
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction at Primo Water, adept in de-escalation techniques and appointment scheduling. Excelled in problem-solving and effective communication, significantly improving call resolution efficiency. Skilled in critical thinking, active listening, and consistently delivering results beyond expectations.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Tier 2 Customer Service Representative
Primo Water
10.2023 - Current
- Answer Mountain Valley and Acquisition customer calls
- Assist with scheduling deliveries and De-Escalating and Resolving Customer concerns and providing a one-call resolution
- Work closely to follow up with accounts to make sure all the customers 'concerns are handled
- Terminating accounts
- Explain Billing to the customers
Customer Service Call Center Agent
Hand and Stone Massage and Facial
05.2022 - 10.2023
- Answered calls to assist customers with scheduling appointments and meeting their requests and concerns
- Assisted with training new hires on call handling procedures
- Made outbound calls to confirm appointments to provide customer satisfaction
- Assisted call center manager with call conversion charts
Pizza Cook
Pizza Hut
11.2021 - 05.2022
- Stretched and prepared dough
- Prepared and cooked pizzas by order in timely manner
- Cut and boxed completed orders
- Maintained clean working areas and cooking surfaces
- Assisted coworkers during busy periods by multitasking between stations
Education
Some College (No Degree) -
Polk State Gateway To Collegiate
Lakeland, FL 01.2021 - 05.2022
Skills
- Typing Speed
- Customer Service
- Product Troubleshooting
- Appointment Scheduling
- Active Listening
- Effective Communication
- Decision-Making
- Interpersonal Skills
- Microsoft Excel
- Problem-solving abilities
- Call center experience
- Payment Processing
- De-Escalation Techniques
Timeline
Tier 2 Customer Service Representative
Primo Water
10.2023 - Current
Customer Service Call Center Agent
Hand and Stone Massage and Facial
05.2022 - 10.2023
Pizza Cook
Pizza Hut
11.2021 - 05.2022
Some College (No Degree) -
Polk State Gateway To Collegiate
01.2021 - 05.2022
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