Joanne Ebling
Myerstown,PA
Overview
22
22
years of professional experience
Work History
Lead/Customer Service Representative
Saddle Creek Logistics
Myerstown, PA
08.2021 - 11.2023
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Processed customer account changes with proprietary software.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Provided top quality control and eliminated downtime to maximize revenue.
- Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
- Staged and sorted products for loading.
- Removed damaged products from outgoing shipments during final inspections.
- Organized efficient daily work plans based on oral instructions and written directions to meet challenging objectives.
- Assembled customer orders from stock and staged completed orders on pallets or shelves.
- Led and complied with safety and wellbeing efforts on assigned shift.
Customer Service Representative
United Concordia Government Business
Camp Hill, PA
08.2017 - 09.2019
- Made outbound calls to obtain account information.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Consulted with customers to resolve service and billing issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and activated customer accounts.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored new employees on procedures and policies to maximize team performance.
Certified Nursing Assistant
Cedar Haven Nursing Home
Lebanon, PA
11.2015 - 03.2017
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Documented activities and recorded information in EMR system.
- Helped residents walk with or without self-help devices.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Observed and reported unusual symptoms and changes to charge nurse.
- Assisted residents in preparing for activities and social programs.
Supevisor of Production Area
Bell and Evans
Fredericksburg, PA
10.2001 - 09.2015
- Coordinated employee schedules according to shift changes and availability.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Complied with company policies, objectives and communication goals.
- Coached staff members to develop long-term career goals.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Reviewed completed work to verify consistency, quality and conformance.
- Worked closely with human resources to support employee management and organizational planning.
Education
High School Diploma -
Archbishop Prendergast
Drexel Hill, PA06-1987
Skills
- Account Management
- Interpersonal Communication
- Customer Service
- Customer Correspondence
- Customer Complaint Resolution
- Administrative Support
- Order Fulfillment
- Willingness to Lead
- Problem-Solving
- Positive and Friendly
- Attention to Detail
- Order Processing
Timeline
Lead/Customer Service Representative
Saddle Creek Logistics
08.2021 - 11.2023
Customer Service Representative
United Concordia Government Business
08.2017 - 09.2019
Certified Nursing Assistant
Cedar Haven Nursing Home
11.2015 - 03.2017
Supevisor of Production Area
Bell and Evans
10.2001 - 09.2015
High School Diploma -
Archbishop Prendergast