I am a very dedicated and enthusiastic Professional with experience in the social and administrative area within my profession. I am a born leader who is capable of motivating people to achieve their goals and objectives; I have a great ability to handle projects from inception to the extent of their goals. I am a very proactive person with clear goals and the ability to overcome obstacles.
Hi, I’m
Maria Fogle
Muskego,MI
Summary
Overview
11
years of professional experience
Work History
DTM Distribution
Customer Service Representative
07.2024 - 01.2025
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Rivendell Behavioral Center
Receptionist
01.2018 - 02.2020
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Improved data privacy compliance with meticulous management of sensitive information.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
US Bank Home Mortgage
Customer Service Rep
01.2016 - 12.2017
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Preferred Credit Inc
Team Lead
01.2015 - 12.2017
Job overview
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
Preferred Credit Inc
Billing specialist
01.2014 - 12.2016
Job overview
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Collaborated with customers to resolve disputes.
- Handled account payments and provided information regarding outstanding balances.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Maintained accurate records of customer payments.
- Verified accuracy of accounts payable payments, resulting in Number% reduction in payment errors and check reissues.
Education
UCA Nicaragua
Bachelors from Psychology
01.2009
University Overview
Skills
- Bilingual Spanish - English fluently
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Appointment scheduling
- Administrative support
- Data collection
- Clerical support
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service Representative
DTM Distribution
07.2024 - 01.2025
Receptionist
Rivendell Behavioral Center
01.2018 - 02.2020
Customer Service Rep
US Bank Home Mortgage
01.2016 - 12.2017
Team Lead
Preferred Credit Inc
01.2015 - 12.2017
Billing specialist
Preferred Credit Inc
01.2014 - 12.2016
UCA Nicaragua
Bachelors from Psychology
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