Michele Fjeldseth
Hopkins,MN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Sr. HR Contact Center Representative
Allina Health
07.2015 - Current
- Manage a high call volume 40 to 50 calls daily .
- Communicate Human Resources policies,processes, and procedures.
- Respond to and resolve inquiries escalated to and from client interaction and transactions team utilizing subject matter expertise and specific content.
- Execute Human Resources processes, using HCM technology, chat intake, case management, and telephony as applicable.
- Use data and complete multi-leveled transactions in appropriate systems.
- Serve as liaison to Centers of Excellence and business unit Human Resources when inquiries require escalation.
RSP Small Business Collections II
US Bank
08.2009 - 07.2015
- Evaluated the financial status of clients to determine the suitable repayment plans
- Contacted debtors and implementing repayment schedules and terms
- Utilizing various tracing methods to locate customers who cannot be contacted
- Maintaining accurate, up-to-date customer account information
- Recording the collection efforts to maintain a documented history of contact and status
- Negotiating credit extensions when necessary
- Ensuring all collections activities are in compliance with regulations and company policies
- Managed 40 + outbound calls daily
Phone Sales Representative
Best Buy
07.2008 - 06.2009
- Made average of 20 outbound and inbound calls per day.
- Escalated concerns or advanced problem calls to management staff.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Troubleshot problems for callers and helped independently resolve common issues.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Answered questions about company offerings with knowledgeable responses about products and services.
Education
Bachelor of Science - Human Development And Education
North Dakota State University
Fargo, ND07-1998
Skills
- Call handling
- Workload management
- CRM software
- Complaint resolution
- Script adherence
- Account updating
- Call logging
- Inbound phone call management
- Customer service optimization
- Customer relationship management
- Data entry
US Bank Pinnacle Award
Awarded the US Bank Pinnacle award 2010 and 2013 for excellence in Retail Payment Services in Small Business Collections.
Timeline
Sr. HR Contact Center Representative
Allina Health
07.2015 - Current
RSP Small Business Collections II
US Bank
08.2009 - 07.2015
Phone Sales Representative
Best Buy
07.2008 - 06.2009
Bachelor of Science - Human Development And Education
North Dakota State University
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