Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nancy L McGowan

Wheeler,Indiana

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

8
8
years of professional experience

Work History

CSR

Mr. Appliance of Hyde Park
Remote, IL
02.2022 - Current
  • Set and confirm customer appointments.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed high-volume of inbound and outbound customer calls.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.

CSR - on Site

Mr. Appliance of Homewood/Flossmoor
Merrillville, IN
02.2021 - 08.2021
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered customer questions and scheduled appointments.

Front Office Manager

Illiana Wildlife & Pest Control
Valparaiso, IN
05.2019 - 09.2020
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Managed office inventory and placed new supply orders.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Implemented corporate or departmental policies, procedures and service standards in conjunction with management.

Assistant Store Manager

American Mattress Company
Valparaiso, IN
05.2017 - 12.2018
  • Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
  • Assisted customers, answered questions and resolved problems for stellar customer service.
  • Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
  • Helped customers find specific products, answered questions and offered product advice.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Collected payments and provided accurate change.
  • Reviewed submitted application information, personal information, financial history and current income.

Marketing Representative

Lange Zeller Windows & Siding
St John , IN
03.2018 - 11.2018
  • Sold products and services in field for windows and siding company.

  • Discussed service levels with customers and potential upgrades.
  • Demonstrated product features to align with customer needs.
  • Pursued new accounts through lead generation, cold calling and advertising referrals.

Education

Associate of Arts - Court Reporting

The College of Court Reporting
Hobart, IN
01.1993

Some College (No Degree) - Organizational Behavior

Purdue North Central
Westville IN

Skills

  • Credit card processing
  • Data verification
  • Customer service excellence
  • Telephone etiquette
  • Positive demeanor
  • Relationship management
  • Typing speed 85 WPM
  • Critical thinking
  • Interpersonal skills
  • Reliability and trustworthiness
  • Strong work ethic
  • Data management strategies
  • Leadership and supervision
  • Microsoft Office proficiency
  • Conflict resolution

Timeline

CSR

Mr. Appliance of Hyde Park
02.2022 - Current

CSR - on Site

Mr. Appliance of Homewood/Flossmoor
02.2021 - 08.2021

Front Office Manager

Illiana Wildlife & Pest Control
05.2019 - 09.2020

Marketing Representative

Lange Zeller Windows & Siding
03.2018 - 11.2018

Assistant Store Manager

American Mattress Company
05.2017 - 12.2018

Associate of Arts - Court Reporting

The College of Court Reporting

Some College (No Degree) - Organizational Behavior

Purdue North Central

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