Katherine Hildenberg
Middletown,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Technician
Charter Communications, Time Warner Cable
07.2017 - 09.2022
- Educated customers about billing, payment processing, and support policies and procedures.
- Managed Over 50 calls per day
- Developed highly empathetic client relationships, known for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed and updated databases to handle customer data.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted available products and services to customers during service, account management, and order calls.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved associate, tool,as well as service delivery issues revealed by statistical reports.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Sales Consultant Manager
SEARS
06.2014 - 04.2017
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Resolved customer issues quickly to close deals and boost client satisfaction
Teacher Assistant
Children’s Corner
02.2012 - 05.2014
- Draw a lesson plan weekly
- Read and do art projects
- Work on their speech skills
- Interact and play in the playground
- Helping children learn everyday tasks
- Organized and cleaned up.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supported student physical, mental, and social development using classroom games and activities.
- Worked with teachers to design lesson plans and coordinate activities for classes.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Provided one-on-one and group-based learning support focused on student progress.
- Assisted in lessons, curriculum and homework planning.
- Worked with teacher and administrators to enforce school policies and procedures.
- Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension, and personal growth.
- Oversaw classroom operations during teacher and parent meetings.
Receptionist
Colgate Scaffolding
08.2010 - 01.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered central telephone system and directed calls accordingly.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Education
School graduate -
Harry S. Truman High School
The Bronx, NY06.2010
Skills
- Professional telephone demeanor
- Staff education and training
- Account management
- Training development aptitude
- Recordkeeping strengths
- Confidential information management
- Strategic planning
Languages
Spanish
Full Professional
Timeline
Customer Service Representative Technician
Charter Communications, Time Warner Cable
07.2017 - 09.2022
Sales Consultant Manager
SEARS
06.2014 - 04.2017
Teacher Assistant
Children’s Corner
02.2012 - 05.2014
Receptionist
Colgate Scaffolding
08.2010 - 01.2012
School graduate -
Harry S. Truman High School
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