Margaret Wulf
Dalton,GA
Summary
Compassionate professional skilled in complaint handling and issue resolution. Successfully maintained high customer satisfaction and retention rates by providing knowledgeable support and fostering strong customer relationships.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Concentrix
Newark, CA
11.2012 - Current
- Assisted customers with inquiries and resolved issues effectively.
- Provided product information and support through multiple communication channels.
- Documented customer interactions accurately in the company's CRM system.
- Collaborated with team members to improve service delivery processes.
- Maintained knowledge of products to offer accurate assistance to customers.
- Handled escalated customer complaints with empathy, ensuring customer satisfaction and loyalty.
- Participated in team meetings to discuss service improvements and updates.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Built strong customer relationships through personalized assistance, fostering repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collaborated with other departments to resolve complex problems, delivering tailored solutions to meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified opportunities for upselling additional products or services based on customer needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Strengthened customer retention by offering discount options.
Secretary to the General Manager
Prater's Mill Foundation
Varnell, GA
06.1999 - 06.2001
- Managed daily communications for the General Manager and board members.
- Organized schedules, meetings, and events for efficient office operations.
- Maintained accurate records and documentation for foundation activities.
- Assisted in preparing agendas and minutes for board meetings.
- Coordinated outreach efforts and community engagement initiatives.
- Developed and maintained filing systems for confidential materials.
- Supported grant applications by gathering necessary documentation and information.
- Greeted visitors in a professional manner and provided assistance as needed.
- Composed, edited and proofread correspondence, reports and other documents as requested by the General Manager.
- Ordered office supplies as needed to ensure adequate stock levels were maintained.
- Updated contact lists while ensuring accuracy.
- Completed data entry tasks such as updating client records or entering financial transactions into accounting software.
- Organized and maintained filing systems, both electronic and paper-based.
- Managed incoming emails, phone calls, and other correspondence in a timely manner.
- Prepared accounts payable paperwork necessary to process invoices.
- Conducted research and collected and analyzed data to prepare reports and documents.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
Education
Bachelor of Arts - History
Kennesaw State University
Kennesaw, GA05-1996
Skills
- Customer support
- CRM software
- Product knowledge
- Issue resolution
- Complaint handling
- Customer retention
Timeline
Customer Service Representative
Concentrix
11.2012 - Current
Secretary to the General Manager
Prater's Mill Foundation
06.1999 - 06.2001
Bachelor of Arts - History
Kennesaw State University