Margaret Ficenec
Ralston,NE
Summary
Dynamic Customer Service Representative with proven expertise at UPS Customer Center, recognized for enhancing customer satisfaction through effective conflict resolution and personalized service. Skilled in data entry accuracy and process improvement, I consistently surpassed performance metrics, fostering strong client relationships and loyalty while maintaining compliance with service delivery standards.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
UPS Customer Center
Omaha, NE
11.2024 - 10.2025
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with safety protocols in customer interactions.
- Trained new employees on customer service best practices and systems.
- Provided feedback on customer trends to improve operational efficiency.
- Maintained accurate records of customer interactions and transactions.
- Processed shipping requests using UPS shipping software.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Crash Champions
Omaha, NE
09.2023 - 09.2024
- Facilitated customer inquiries and efficiently resolved issues to enhance satisfaction.
- Facilitated collaboration among team members to elevate service delivery standards.
- Led discussions in team meetings to drive process improvements.
- Surpassed performance metrics, consistently earning recognition as a top performer within team.
- Oversaw meticulous record-keeping of customer interactions and transactions.
- Addressed customer complaints with empathy, fostering loyalty and encouraging repeat business.
- Resolved escalated calls with efficiency, ensuring satisfactory outcomes for customers and the organization.
- Addressed customer inquiries regarding products, services, and company information.
- Cultivated strong customer relationships through active listening techniques, enhancing client retention and satisfaction.
- Oversaw meticulous documentation of customer interactions to ensure effective follow-up and issue resolution.
- Resolved customer inquiries to enhance satisfaction and promote a positive service experience.
- Addressed escalated customer issues, reinforcing commitment to service excellence.
- Adhered to customer call guidelines to optimize service levels and manage handle time effectively.
- Informed customers about billing payment processing and support policies and procedures.
Concessions Worker and Catering Staff
Omaha Henry Doorly Zoo
Omaha, NE
02.2019 - 09.2023
- Facilitated training sessions for new staff on service protocols and safety procedures.
- Optimized order fulfillment and cash handling processes to enhance operational efficiency.
- Ensured cleanliness and organization of concessions areas to uphold health standards.
- Addressed customer inquiries and complaints to enhance satisfaction and loyalty.
- Maintained cleanliness and organization of equipment and surroundings to ensure compliance with established standards.
- Elevated customer satisfaction through delivery of efficient and friendly service at concession stands.
- Delivered beverages and snacks to patrons while upholding high standards of professionalism.
- Fostered a positive environment while overseeing long lines and resolving customer challenges.
- Facilitated collaboration among team members to optimize operations during high-traffic events.
- Executed cash transaction processes with precision, ensuring accurate change distribution and balanced register maintenance.
- Managed cash handling and payment processing, ensuring accurate sorting of bills and meticulous transaction record maintenance.
- Oversaw inventory levels and alerted management regarding deficiencies or shortages.
- Ensured quality product preparation while upholding food safety standards and maintaining portion control and presentation within service time goals.
- Ensured adherence to food safety and sanitation standards to maintain regulatory compliance.
- Implemented advanced COVID-19 safety protocols to ensure safety of customers and colleagues.
- Operated cash register to efficiently process cash and credit card transactions.
Education
No Degree - English Language And Literature
Peru University
Peru, NESkills
Customer relationship management
Conflict resolution
Data entry accuracy
Process improvement
Product knowledge
Record keeping
Service delivery standards
Payment processing
Compliance adherence
Customer service
Critical thinking
Data entry
Problem resolution
Customer relations
Call center experience
Microsoft Excel
Client relations
Scheduling
Appointment scheduling
Order processing
Administrative support
Prioritization
Filing
Multi-line phone talent
Spreadsheets
Proofreading
Key holder experience
Timeline
Customer Service Representative
UPS Customer Center
11.2024 - 10.2025
Customer Service Representative
Crash Champions
09.2023 - 09.2024
Concessions Worker and Catering Staff
Omaha Henry Doorly Zoo
02.2019 - 09.2023
No Degree - English Language And Literature
Peru University