JOANN HELGEN
LITCHFIELD,IL
Summary
Dynamic customer service leader with a proven track record at Georgia-Pacific, excelling in problem-solving and team collaboration. Enhanced customer satisfaction through tailored support and proactive communication, achieving high first-contact resolution rates. Skilled in application support and committed to driving initiatives that improve service delivery and operational efficiency.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
Georgia-Pacific
05.2024 - 05.2025
- Supervised daily customer service operations to ensure efficient support and issue resolution.
- Trained team members on product knowledge and customer engagement techniques.
- Assisted in developing standard operating procedures for improved service delivery.
- Conducted regular team meetings to foster collaboration and share best practices.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Sr. Business Analyst
Georgia-Pacific
03.2013 - 11.2023
- Achieved high first-contact resolution rates by utilizing strong application knowledge and problem-solving skills.
- Managed ticketing system to track user requests and prioritize support tasks effectively.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Provided support for baseline configurations.
- Tested new software and upgrades prior to deployment.
- Researched and identified solutions to technical problems.
- Provided end-user system documentation and training.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
Customer Service Manager
Georgia-Pacific
05.2001 - 03.2013
- Managed customer accounts, ensuring satisfaction through tailored support and proactive communication.
- Championed collaboration and communication within the team, resulting in a more cohesive approach to account management and broader organizational success.
- Collaborated with sales team and production team to align account management strategies with organizational goals.
- Assisted in the development of departmental policies and procedures to maintain consistency across all customer interactions.
- Conducted regular performance reviews, providing constructive feedback to support employee development.
- Analyzed customer data to identify trends, driving targeted initiatives for improved service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and implementing effective solutions.
Education
Business
Litchfield Senior High School
Litchfield, ILSkills
- Problem-solving
- Time management
- Customer service
- Application support
- Testing applications
- Teamwork and collaboration
- Dependable and responsible
Timeline
Customer Service Supervisor
Georgia-Pacific
05.2024 - 05.2025
Sr. Business Analyst
Georgia-Pacific
03.2013 - 11.2023
Customer Service Manager
Georgia-Pacific
05.2001 - 03.2013
Business
Litchfield Senior High School
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