Mary Hanby-Case
Riverside,NJ
Summary
Customer service representative with strong communication, complaint resolution, and billing support skills. Known for accurate account handling, calm problem-solving, and professional customer care.
Overview
4
4
years of professional experience
Work History
Customer Service Representative/Office Manager
Proshred then Vital Holdings LLC dba VRC
Memphis , TN
10.2021 - 01.2026
- Handled inbound calls from VRC customers and answered basic account questions.
- Responded to customer inquiries via phone and email to provide necessary information. and provided accurate information regarding products and services.
- Explained service policies and billing details in clear, professional language.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Managed email inquiries and followed up on pending customer concerns to ensure timely resolution.
- Verified customer information before sharing account details or completing requests.
- Completed account changes, updates, and service corrections.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Directed complex issues to supervisors and relevant support teams.
- Developed strong customer relationships through personalized assistance and ongoing support.
- Developed strong customer relationships to encourage repeat business.
- Maintained courteous communication while supporting VRC service standards.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Processed customer deposits and payments accurately to maintain financial records. and arranged for billing.
- Identified improvement areas in customer service processes and proposed actionable changes.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Delran High School
Delran, NJ06-1988
Skills
- Account management
- Billing procedures
- Payment processing
- Report generation
- Customer relations
- Complaint resolution
- Clear communication
- Conflict resolution
- Attention to detail
- Professional demeanor
- Order processing
- Verbal and written communication
- Typing proficiency
- Strong teamwork
- Multi-line telephone operations
- Customer service
- Grammar
- Problem-solving
- Administrative support
- Microsoft outlook
- Appointment scheduling
- Office equipment proficiency
- Inbound and outbound calling
- Skype
- Paperwork processing
- Refunds processing
Timeline
Customer Service Representative/Office Manager
Proshred then Vital Holdings LLC dba VRC
10.2021 - 01.2026
High School Diploma -
Delran High School