JULIE SCHROEDER
Summary
I am looking for a remote customer service position. I currently have over 15 years of experience providing
excellent support to customers in a fast paced environment. I am adept in implementing problem-solving
techniques for customer complaints and I have worked in a high call volume/work at home environment.
Successful at maintaining high customer satisfaction ratings through friendly demeanor and first call
resolution.
Overview
8
8
years of professional experience
Work History
Hotel Reservations Agent
TEKsystems
05.2025 - Current
- Assisted guests with inquiries regarding accommodations, amenities, and local attractions to enhance customer satisfaction.
- Processed changes and cancellations efficiently while adhering to company policies to minimize disruptions.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
- Managed hotel reservations using property management systems to ensure accurate booking information.
Customer Service Representative
Concentrix
09.2022 - 09.2024
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
Inbound Contact Representative
Humana
11.2021 - 08.2022
- Assisted average of 30-40 customers daily in call center environment answering all questions about benefits and orders for prescriptions through mail order pharmacy.
- Maintained accurate customer account data and answered questions about Medicare coverage and prescription drug plans.
- Adhered to company policies and performance metrics, consistently meeting goal and also scoring 100 % for three months in on Voice of the Customer Surveys.
- Acted as a liaison for member, resolving all complex issues and taking full ownership until resolution was reached and customer was satisfied.
Technical Support Representative
Kelly Services Inc
04.2018 - 03.2020
- Resolved a diverse range of technical issues across multiple devices and systems for Apple customers.
- Managed access to customer account information for programs such as Apple ID, Cloud, and I-tunes.
- Resolved escalated issues by serving as a subject matter expert on a wide range of issues.
- Created and submitted service tickets for repair requests through the Apple Store.
Education
High School Diploma -
Calabasas High School
06.1990
Certificate - Dental Assisting
Bryman Institute
03.1993
Skills
- Active listening
- Critical thinking
- Problem resolution
- Complaint handling
- Customer satisfaction measurement
- Professional telephone demeanor
- Technical support
Timeline
Hotel Reservations Agent
TEKsystems
05.2025 - Current
Customer Service Representative
Concentrix
09.2022 - 09.2024
Inbound Contact Representative
Humana
11.2021 - 08.2022
Technical Support Representative
Kelly Services Inc
04.2018 - 03.2020
High School Diploma -
Calabasas High School
Certificate - Dental Assisting
Bryman Institute