Summary
Overview
Work History
Education
Skills
Animal rescue, sewing, hiking, traveling
Timeline
Generic

JoAnna Rowley

Dayton,OH

Summary

Dedicated professional with a proven ability to enhance customer satisfaction and streamline service operations. Skilled in conflict resolution, both with customers and interagency staff, and adept at implementing best practices to improve team productivity. Recognized for exceptional communication, active listening, and analytical problem-solving skills, delivering customized solutions to meet customer needs and foster loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Twin Maples Veterinary Hospital
03.2021 - Current
  • Responded to customer requests for products, services, and company information, providing tailored support and recommendations.
  • Investigated and resolved customer inquiries, complaints, and discrepancies in accounts promptly, ensuring high standards of service.
  • Trained new staff on company operations, policies, and services, and cross-trained to support other customer service managers.
  • Identified and implemented process improvements to enhance service delivery, increase efficiency, and boost team productivity.
  • Promoted operational best practices and monitored team performance, providing feedback to optimize productivity.
  • Exhibited professionalism and high energy in client and staff interactions, fostering a welcoming and positive customer experience.
  • Delivered exceptional customer service by leveraging extensive product knowledge and creating positive customer experiences.
  • Assisted customers in locating and obtaining out-of-stock products based on their specific needs and requests.
  • Managed resolution of accounting, service, and delivery concerns, and educated customers about billing and payment policies.
  • Followed up on resolved issues to ensure ongoing customer satisfaction and maintain service standards.
  • Handled replacement of damaged or missing products efficiently, maintaining high standards of service.
  • Adhered to customer call guidelines, meeting service levels, handle time, and productivity metrics.
  • Monitored cash drawers across multiple checkout stations to maintain adequate cash supply.
  • Developed empathetic client relationships, earning a reputation for exceeding service goals.
  • Responded proactively and positively to rapid changes, adapting to new challenges effectively.
  • Promptly addressed customer concerns with empathy, swiftly resolving problems to promote a superior experience.
  • Trained staff on operating procedures and company services to ensure consistent service quality.

Family Service Representative

Woodland Cemetery and Arboretum
10.2014 - 10.2020
  • Assisted a high volume of customers daily with a positive attitude and a focus on customer satisfaction.
  • Provided friendly, knowledgeable service and promptly resolved customer concerns and complex issues.
  • Scheduled appointments for more complex inquiries, ensuring effective problem resolution.
  • Maintained productivity and quality standards while responding to requests for products, services, and information.
  • Quickly addressed inquiries from prospective customers, enhancing engagement and satisfaction.
  • Developed and maintained a detailed database to support promotional sales initiatives.
  • Increased team efficiency by monitoring productivity, providing feedback, and implementing targeted operational improvements.
  • Established a collaborative service environment to optimize customer support and foster teamwork.
  • Promoted a superior customer experience by demonstrating empathy, addressing concerns, and resolving problems swiftly.
  • Identified opportunities for process improvements to enhance service delivery and customer satisfaction.
  • Followed through on critical inter-departmental escalations, contributing to higher customer retention rates.
  • Implemented and developed training processes to elevate customer service standards.
  • Delivered prompt service to prioritize customer needs and maintain high service levels.
  • Coordinated with sales, marketing, and management teams to develop solutions and achieve shared objectives.
  • Followed up with customers on resolved issues to uphold high service standards.
  • Built highly empathetic client relationships, earning a reputation for exceeding service goals.
  • Met customer call guidelines for service levels, handle time, and productivity metrics.
  • Collaborated with staff to enhance the customer service experience and exceed team goals.

Education

Bachelor of Arts - History

John Carroll University
Cleveland, OH
08.2007

Skills

Customer Service & Communication
  • Customer Service
  • Client Relations
  • Building Rapport
  • Active Listening
  • Professional Telephone Demeanor
  • Call Management
  • Live Chat Support
  • Call Triaging
  • Complaint & Dispute Resolution
  • De-Escalation Techniques
  • Conflict Resolution & Mediation
Sales & Product Knowledge
  • Consultative Sales
  • Strategic Sales Knowledge
  • Product Sales
  • Service Upselling
  • Sales Closing
  • Product Knowledge
  • Product Education
  • Promotional Support
Administrative & Clerical Support
  • Appointment Scheduling
  • Call Management
  • Multi-Line Phone Talent
  • Administrative Support
  • Clerical Support
  • Minute Taking
  • Filing
  • Paperwork Processing
  • Travel Planning
Data Management & Analysis
  • Data Collection
  • Data Entry
  • Account Updating
  • Documentation
  • Recordkeeping Strengths
  • Proofreading
  • Research
Operations & Process Improvement
  • Process Optimization
  • System Implementation
  • Quality Assurance Controls
  • Quality Control
  • Coordination
  • Follow-Up Skills
  • Prioritization
Team Development & Training
  • Team Development
  • Staff Education and Training
Technical Skills
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Computer Proficiency
  • Information Security
Problem-Solving & Critical Thinking
  • Problem-Solving Abilities
  • Critical Thinking
  • Problem Resolution

Animal rescue, sewing, hiking, traveling

I foster rescue animals through Robyn's Nest Animal Rescue based in Germantown, OH. I regularly volunteer in the shelter and assist with animal care, cleaning, and stocking products. In my spare time I enjoy sewing, hiking, and travel.

Timeline

Customer Service Representative

Twin Maples Veterinary Hospital
03.2021 - Current

Family Service Representative

Woodland Cemetery and Arboretum
10.2014 - 10.2020

Bachelor of Arts - History

John Carroll University
JoAnna Rowley