Mary Defren
Saint Paul,MN
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills, policies, and procedures.
Overview
17
17
years of professional experience
Work History
Customer Service Agent II Institutional
Ecolab
Eagan, MN
02.2023 - Current
- Answered approximately 100+ incoming calls and emails, providing frontline Institutional, Canadian Institutional, and Pest Division customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with ordering, returns, damaged product, and tracking of shipped orders.
- Processed customer credit card or ACH payments. Explained charges on invoice. Sent statements and invoice copies when requested. Filed disputes and promise-to-pay requests.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
Customer Service Representative IIve
Wells Fargo
Minneapolis, MN
06.2020 - 02.2023
- Resolve customers' questions and concerns regarding their auto loan account.
- Actively navigate policy and procedures in order to solve customer inquiries.
- Resolve title and lien release inquiries to provide accurate data.
- Educated customers on how to understand their daily interest.
- Document conversations with customers to track requests, problems, and solutions.
- Process payments and provide payment options.
- Help customers understand their statement.
- Escalate customer complaints when dissatisfied or concerned about anything regarding their account.
- Proven leader in reducing risk by earning top levels in QA.
- Built rapport with customers to enhance the customer experience.
Accounts Receivable Clerk
Herregan Distributors Inc.
Eagan, MN
02.2010 - 01.2020
- Performed day-to-day financial transactions, including verifying, classifying, computing, posting, and recording accounts receivable data, and reconciled daily totals to confirm proper accounting.
- Initiated and recorded accounts receivables to update the accounting database and facilitate the receipt of customer payments.
- Coded invoices and other records to maintain organized and accurate records.
- Processed monthly payments, researched payment discrepancies, and prepared monthly reports.
- Prepared appropriate documentation for income summaries, cash reports, and accounts receivable reconciliation.
- Facilitated timely year-end audits by working closely with agency auditors to provide requested samples.
Customer Service Representative
Herregan Distributors
Eagan, MN
12.2007 - 02.2010
- Answered approximately 70 inbound calls and responded to approximately 30 emails daily.
- Processed customer orders. Verified orders for accuracy and provided customer with approximate ETA on when they can expect their goods.
- Provided customer with current, available stock.
- Confirmed delivery of orders by tracking missed delivery dates, and orders that were missing product or product were incorrect.
- Displayed professionalism and empathy by effectively handling difficult calls and complaints.
- Displayed professionalism and empathy by effectively handling difficult calls and complaints.
- Built a strong rapport with customers.
Skills
- Account updating
- Inbound and Outbound Calling
- Critical Thinking
- Payment Processing
- Positive and professional
- High-energy attitude
- Courteous demeanor
- Problem-solving abilities
- Active Listening
- Quality Assurance Controls
- Researching
- Professional telephone demeanor
- Dispute Resolution
- Follow-up skills
- Computer Proficiency
- Multi-Task Management
Timeline
Customer Service Agent II Institutional
Ecolab
02.2023 - Current
Customer Service Representative IIve
Wells Fargo
06.2020 - 02.2023
Accounts Receivable Clerk
Herregan Distributors Inc.
02.2010 - 01.2020
Customer Service Representative
Herregan Distributors
12.2007 - 02.2010
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