Merilee Hoecherl
Millville,UT
Summary
Seeking a full-time opportunity with a dynamic organization to apply skills and continue professional growth. Eager to contribute to company success by leveraging expertise and dedication. Passionate about taking on new challenges and making a positive impact within a collaborative team environment. Committed to delivering high-quality results and exceeding expectations in all endeavors.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
12.2022 - 12.2024
- 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.
Trainer
Advanced Call Center Technologies, LLC
12.2018 - 03.2022
- Train new hire agents in preparation of receiving customer contact for an online bank. Responsible to train in the use of the clients systems and customer service skills including policy, banking regulations, and navigation of the product. Handling proper time keeping for the agents. Disciplinary actions if necessary to new hire agents as well.
Coach
Convergys
07.2012 - 11.2017
- Coach new hire agents through their on the job training, including navigation of the client systems, customer service skills. Giving feedback to agents regarding Directv's quality requirements.
Manager
Tag Mountain Properties LLC
01.2008 - 11.2010
- Collection of rent including proper book keeping records. Handling all maintenance request. Preparing apartments for rent including painting, cleaning, and posting availability. Communicating between the renters and owner of the property.
Education
High school or equivalent -
Skills
- Advanced typing skills
- Extensive phone experience
- Over a decade of customer service experience
- Customer service representative
- Client support specialist
- Support resolution skills
- Customer service expertise
- Banking operations knowledge
- Experience in financial services
- Effective time management
- Client account management
- Employee training facilitation
- Excel proficiency
- Curriculum design
- Effective solution development
- Confident speaking abilities
- Strategic organization
- New employee orientation
- New hire training
Timeline
Customer Service Representative
Teleperformance USA
12.2022 - 12.2024
Trainer
Advanced Call Center Technologies, LLC
12.2018 - 03.2022
Coach
Convergys
07.2012 - 11.2017
Manager
Tag Mountain Properties LLC
01.2008 - 11.2010
High school or equivalent -
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