Julia Langenderfer
Calais,ME
Summary
Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Team Lead
Conduent Business Services
10.2020 - Current
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
Customer Service Advisor
Fidelity Investments
02.2017 - 10.2020
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
Employee Assistance Manager
Auntie Anne's Pretzels
01.2015 - 04.2017
- Collaborated with organizational leaders to integrate employee assistance initiatives into broader company strategies, aligning goals and objectives across the board.
- Established a robust referral network by connecting with local service providers, expanding the range of available resources for employees in need.
- Improved overall employee satisfaction by addressing workplace concerns and providing tailored support solutions.
- Identified areas for improvement within existing programs, recommending innovative approaches to enhance service offerings further.
Education
Bachelor of Arts - Fine Arts
University of Cincinnati
Cincinnati, OH06.2019
Skills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- Issue Resolution
- Inbound and outbound calls
- Data Entry
Languages
German
French
Timeline
Customer Service Representative Team Lead
Conduent Business Services
10.2020 - Current
Customer Service Advisor
Fidelity Investments
02.2017 - 10.2020
Employee Assistance Manager
Auntie Anne's Pretzels
01.2015 - 04.2017
Bachelor of Arts - Fine Arts
University of Cincinnati