Joan Hildebrandt
Kenosha,WI
Summary
Accomplished Senior Administrative / Customer Service Executive at UPS, adept in Customer Relationship Management and Microsoft Office. Excelled in elevating customer satisfaction and retention through expert complaint handling and relationship building. Proven track record in enhancing service delivery, streamlining communication, and fostering team collaboration, significantly contributing to the company's positive customer engagement outcomes.
Overview
16
16
years of professional experience
Work History
Senior Administrative / Customer Service Executive
UPS
08.2008 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Streamlined communication channels for improved efficiency in handling customer concerns.
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Relationship Building
- Troubleshooting
- Microsoft Office
- Teamwork and Collaboration
- Administrative and Office Support
- Data Entry
- Customer Account Management
- Cross-Functional Collaboration
Timeline
Senior Administrative / Customer Service Executive
UPS
08.2008 - Current