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Katja Anderson
Customer Service Specialist/Subject Matter Expert
Killeen,TX
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Service Order Dispatcher
Fort Hood Family Housing
Fort Hood, TX
04.2006 - 01.2008
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Assessed regulatory and operational risks for escalation to management.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Received new orders, prepared documentation and assigned personnel.
- Monitored flow of paperwork and directed information to appropriate departments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified issues, analyzed information and provided solutions to problems.
- Carried out day-to-day duties accurately and efficiently.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Service Order Dispatcher
TECOM
Fort Hood, TX
08.1997 - 04.2000
- Monitored flow of paperwork and directed information to appropriate departments.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Responded to over Number daily caller requests with information about assistance and timeframes.
- Received new orders, prepared documentation and assigned personnel.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled Number calls per day to address customer inquiries and concerns.
- Used coordination and planning skills to achieve results according to schedule.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Customer Service Specialist
Teleperformance USA
Killeen , TX
11.2019 - 09.2020
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Developed customer service improvement initiatives to decrease customer wait times.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
Customer Service Specialist/SME
TTEC
Temple, TX
10.2020 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased efficiency and team productivity by promoting operational best practices.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained and managed customer files and databases.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Developed customer service improvement initiatives to decrease customer wait times.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Assisted customers with opening accounts and signing up for new services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and analyzed customer information to prepare product or service reports.
Education
GED - General Studies
Killeen High School
Killeen, TX 08.1993 - 02.1996
Skills
[Type] support
Good communication skills
Customer Relations
Telephone etiquette
Excellent written and oral communication
Complaint resolution
Account management
Professional telephone demeanor
Staff education and training
Administrative support
Multi-line phone talent
Creative problem solving
Technical Support
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Affiliations
- International Customer Service Association
Software
Interests
When not at work I love to spend lots of time with my kids traveling and site seeing Love to read and watch TV occasionally
Timeline
Customer Service Specialist/SME
TTEC
10.2020 - Current
Customer Service Specialist
Teleperformance USA
11.2019 - 09.2020
Service Order Dispatcher
Fort Hood Family Housing
04.2006 - 01.2008
Service Order Dispatcher
TECOM
08.1997 - 04.2000
GED - General Studies
Killeen High School
08.1993 - 02.1996