Liane Wondrash
Green Bay,WI
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Professional - Remote
CONNECT Powered by American Family Insurance
Madison , WI
2019.08 - Current
- Serve as a first point of contact for clients and relationship partners for service issues, requests, policies, procedures, and account information.
- Communicate directly with clients to research questions, open issue resolution cases, and resolve problems over the phone.
- Respond to inquiries with prompt, accurate solutions to transaction/service requests in a fast-paced, customer-focused, team environment.
- Utilize appropriate internal computer applications, ensure that all pertinent information is gathered, accurately entered, and documented to ensure prompt resolution for tracking and archival purposes.
- Develop an understanding of systems and procedures to educate clients on newly enacted services, as they arise, to facilitate efficient self-service.
- Respond directly to information requests initiated by customers, including billing review, taking payments, and providing accurate policy information.
- Interact directly with customers, predominantly via a high-volume, inbound or outbound phone queue.
- Readiness to adapt effectively to constant changes, with systems and guidelines, and be flexible with the ability to continually learn new skills.
- Build relationships across team members to find solutions and collaborate on problem solving.
- Build confidence and respect of others through positive and energizing style and personality.
- Skilled in deescalating complex customer interactions, addressing customer complaints with empathy and efficiency, and escalating to higher-level support when necessary.
- Drive to exceed goals in a fast-paced, metric-driven environment. Ability to work independently, use solid decision making, and critical thinking.
Customer Service Associate
Kohl's
Green Bay , WI
2018.08 - 2019.02
- Deliver the highest level of customer service, supporting the Kohl's 'Yes We Can' culture, through effective problem solving.
- Accurate and efficient processing of customer requests and transactions.
- Effectively answer, solve, and deescalate customer concerns and complaints as needed.
- Answer incoming calls, page appropriate departments, and request manager assistance as needed.
- Maintain positive customer relations through prompt and efficient service at the service desk area.
- Cash Office (i.e. register, cash and safe balancing, deposit preparation and process change orders).
- Flexibility to fill in at guest registers and Amazon returns as needed, providing prompt and friendly service.
Guest Service Representative
Gordmans Department Store
Green Bay , WI
2015.11 - 2017.04
- Provide prompt and courteous service to each guest.
- Accurately process transactions, handle guest inquiries, exchanges, and refunds at Guest Services.
- Accept payment, make change, and finish transactions with complete guest satisfaction.
- Professionally deescalate customer concerns and complaints.
Owner/Mortgage Broker
All Credit Mortgage, LLC
De Pere , WI
2004.10 - 2010.11
- Assisted all loan originators by managing all office functions and helped fulfill, upon request, underwriting requirements for loan closure, to include client follow-up.
- Created files, made copies, and organized data according to processing standards.
- Worked with IT Connex to ensure high-speed phones, internet, and server security and excellence.
- Helped develop company logo and all marketing products.
- Researched and enrolled loan originators in required continuing education classes for staff of seven.
- Safeguarded client information and confidentiality.
- Maintained all business records and filed annual reports.
- Ensured file compliance according to the Wisconsin Department of Financial Institutions' standards.
- Paid commissions and maintained accurate accounts payable and receivables.
Partner/Office Manager
P.K.L. Painting, LLC
De Pere , WI
2007.08 - 2008.10
- Maintained all business records and files.
- Filed annual reports with the Wisconsin Department of Financial Institutions.
- Performed all accounts payable, receivables, and payroll functions with QuickBooks software.
- Made accurate and timely child support, and other payroll deductions as required.
- Worked with minority workers to ensure they met all employment eligibility requirements.
- Proofread contracts and obtained proper signatures.
- Followed and kept current Wisconsin contractor laws and licenses.
Education
Some College (No Degree) - Paralegal
Northeast Wisconsin Technical College
Green Bay, WISkills
- Problem-solving abilities
- Dispute Resolution
- Inbound and Outbound Calling
- Professional telephone demeanor
- Computer Proficiency
- Adaptive team player
- Active Listening
- Customer Satisfaction
- Account Management
- Client Relationship Building
Timeline
Senior Customer Service Professional - Remote
CONNECT Powered by American Family Insurance
2019.08 - Current
Customer Service Associate
Kohl's
2018.08 - 2019.02
Guest Service Representative
Gordmans Department Store
2015.11 - 2017.04
Partner/Office Manager
P.K.L. Painting, LLC
2007.08 - 2008.10
Owner/Mortgage Broker
All Credit Mortgage, LLC
2004.10 - 2010.11
Some College (No Degree) - Paralegal
Northeast Wisconsin Technical College
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