Joy Dontje
Greenville
Summary
Dynamic Customer Service Representative with Thrivent Financial, recognized for transforming customer dissatisfaction into positive experiences through exceptional problem resolution and active listening. Leveraged extensive product knowledge to enhance client relations, contributing to increased satisfaction rates and fostering a culture of excellence within the team. Proficient in call center operations and conflict resolution.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Thrivent Financial
01.2003 - Current
- Delivered exceptional customer service by leveraging extensive product knowledge and creating positive experiences.
- Negotiated solutions with dissatisfied customers, transforming negative feedback into positive testimonials.
- Responded promptly to customer inquiries, prioritizing needs to ensure satisfaction.
- Maintained up-to-date knowledge of product and service changes for accurate information dissemination.
- Fostered positive service culture within the team, leading to increased customer satisfaction rates.
- Resolved escalated issues efficiently, restoring confidence in company commitment to excellence.
- Developed rapport through active listening, contributing to higher retention rates and positive client feedback.
- Sought opportunities to enhance processes and services provided to customers.
Education
Accounting
Fox Valley Technical College
Appleton, WI05.1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Call management
- Product knowledge
- Team development
- Documentation
- Microsoft Office Suite
- De-escalation techniques
- Live chat support
- Customer education
- Staff education and training
Timeline
Customer Service Representative
Thrivent Financial
01.2003 - Current
Accounting
Fox Valley Technical College
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