KATHY HANSEN
MANITOWOC,WI
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Call Center Customer Service Representative
MANITOWOC ICE / PENTAIR COMMERCIAL
04.2019 - 03.2025
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Call Center Customer Service Representative
Santa's Best
10.2018 - 01.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Call Center Customer Service Representative
Kohler Co
05.2016 - 06.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Certificate - CNA
Lakeshore Technical College
ClevelandHigh School Diploma -
Lincoln High School
ManitowocSkills
- Client Support
- Problem-solving skills
- Accurate Data Entry
- Customer Engagement
- Keyboarding
- Attention to detail
- Multitasking and organization
- Reliability and punctuality
- Call handling
- Inbound phone call management
- Appointment scheduling
- Proficient in Microsoft Word & Excel, Windows 11
Spot Award - Volunteer to work overtime for extended period of time
Parts Department needed volunteers to work over-time for an extended period of time. Needed to pack parts and fill orders. Assisted for a period of 3 months.
Timeline
Call Center Customer Service Representative
MANITOWOC ICE / PENTAIR COMMERCIAL
04.2019 - 03.2025
Call Center Customer Service Representative
Santa's Best
10.2018 - 01.2019
Call Center Customer Service Representative
Kohler Co
05.2016 - 06.2018
Certificate - CNA
Lakeshore Technical College
High School Diploma -
Lincoln High School
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