Janet Heppermann
Sullivan ,MO
Summary
I have provided customer care by phone and in person for 20 plus years. I'm quick to learn, and hands on. I have some of the highest order taking and call stats. I have experience in working with word, excel, and have been here for 2 integrations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Fidelity Communications
Sullivan , Missouri
04.2000 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
Education
High School Diploma -
Sullivan High School
Sullivan, MO 05.1995
Skills
- Customer Account Management
- Upselling Products and Services
- Responding to Difficult Customers
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Answering Customer Questions
- Credit Card Payment Processing
Certification
Honor Graduate in Selling Communication Services, Excellence in Customer Service,Cable Network Overview, Customer Care Master Representative
Timeline
Customer Service Representative
Fidelity Communications
04.2000 - Current
High School Diploma -
Sullivan High School
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