Natalie Butler
Hiram,USA
Summary
Dynamic customer service professional with extensive experience at Weight Watchers International, excelling in conflict resolution and CRM management. Proven ability to enhance customer satisfaction through effective technical support and empathetic communication. Adept at training staff and implementing efficient billing procedures, consistently delivering exceptional service in high-pressure environments.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Weight Watchers International
Hiram, Georgia
09.2020 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Maintained detailed records of customer interactions, transactions and comments for future reference in CRM
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls, emails and chat, providing frontline customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Led team meetings when supervisor wasn't available.
- Assisted in projects as extra work.
UPS Customer Associate
UPS Customer Center
Powder Springs, Georgia
03.2018 - 09.2020
- Cashiered count drawers.
- Packing and shipping.
- Faxing, copying. Scanning and printing.
- Provided excellent customer service by addressing customer inquiries and resolving complaints in a timely manner.
- Provided detailed information about products and services to customers.
- Participated in staff meetings discussing strategies for improving customer service experience.
- Claim handling, complaints handling.
- Notarizing
- Sorting mail and packages for mailbox holders.
- Cleaned facility and restocked.
- Opened and closed location.
- Updated databases with new and modified customer data.
Substitute Preschool Teacher
Powder Springs United Methodist Church Preschool
Powder Springs, USA
09.2016 - 04.2018
- Devise and execute class and teaching plans.
- Organize and supervise lunch activities.
- Distributed worksheets and homework assignments from head teacher to assist with classroom operations.
- Took attendance and maintained attendance records during period as substitute.
- Read stories aloud to young learners while promoting literacy skills through interactive questioning techniques.
Compliance Screener
AMC Networks
, USA
02.2015 - 06.2016
- Screening programmes and producing cut sheets for a number of European and UK channels covering various genres
- Working remotely
- Viewed material and completed edit notes for the Editor which comply with the watershed
Compliance Co-Ordinator/Viewer
Independent Television Facilities Centre
London, UK
06.2012 - 01.2013
- Working on a temporary project to clear backdated material & to comply all urgent premiere titles
- Complying material & creating edit sheets on a daily basis
- Co-Ordinating out of house viewers & allocating material to them
- Updating Tracker and spread sheets for all incoming & outgoing material
- On hand to answer any viewers or client questions regarding compliance issues
- Checking all QC post edits requested have been completed to a satisfactory standard
- Additional Compliance screening project for KIDSCO
Editorial Compliance Executive
Living TV Group/ Sky
London, UK
08.2005 - 12.2010
- Complying & editing material of all genres for a number of channels, including LIVING, Bravo and Virgin using Quantel, Avid and Final Cut Pro editing systems
- Utilizing my editorial skills to ensure the narrative and flow of the programme isn’t hindered if a compliance edit is required
- Identifying suitable opportunities for DVEs, IPPs and voice over credits and recording this information in the in house systems
- Using the in house technology to prioritize workload, log content, synopses, keywords and presentation information
- Reversioning content for editorial reasons and to incorporate time constraints
- Experienced in sourcing quality footage to create online previews to help drive the web user to the channels
- Advise external production companies on Ofcom guidelines as well as the in house creative team and author responses to viewer’s complaints as and when they arise
Programme Logistics Co-Ordinator & Compliance Screener
Viasat Broadcasting Ltd
London, UK
12.2002 - 08.2005
- Vast knowledge of Ofcom requirements
- Making decisions for all own produced and acquired programmed, ensuring Ofcom guidelines are met
- Restricting and rejecting unsuitable materials
- Collating and entering information on all own productions
- Maintenance of sophisticated LIVE broadcast database (BSS)
- Advising on any compliance issues and finding solutions around regulatory problems
- Arranging links via satellite in order to keep to tight deadlines
- Editing in Avid for last minute programme changes, masking and blurring unsuitable footage and dipping or bleeping sound to disguise strong language
- Producing paper edits with complicated changes for the in house editors
- Monitoring and responding to viewer complaints
- Researching and responding to Ofcom complaints
- Prioritize workload to fit TX timelines
Education
Associate Level - English Literature, Advanced Level English, Art and Theatre Studies, Arts Administration, word processing, Advanced Certificate in the Language Arts
East Berkshire College
Langley, United Kingdom06.1995
8 GCSE’s - Maths, English
Vyners Secondary School
London, United Kingdom06.1993
Skills
- Customer service
- Technical support
- Conflict resolution
- Billing procedures
- Data entry
- Product knowledge
- Staff training
- Customer relationship management (CRM)
- Empathy and patience
- Live chat support
Hobbies and Interests
- I enjoy watching TV and movies.
- An avid writer and reader.
- Going to live music, Theatre, visiting friends.
Timeline
Customer Service Representative
Weight Watchers International
09.2020 - Current
UPS Customer Associate
UPS Customer Center
03.2018 - 09.2020
Substitute Preschool Teacher
Powder Springs United Methodist Church Preschool
09.2016 - 04.2018
Compliance Screener
AMC Networks
02.2015 - 06.2016
Compliance Co-Ordinator/Viewer
Independent Television Facilities Centre
06.2012 - 01.2013
Editorial Compliance Executive
Living TV Group/ Sky
08.2005 - 12.2010
Programme Logistics Co-Ordinator & Compliance Screener
Viasat Broadcasting Ltd
12.2002 - 08.2005
Associate Level - English Literature, Advanced Level English, Art and Theatre Studies, Arts Administration, word processing, Advanced Certificate in the Language Arts
East Berkshire College
8 GCSE’s - Maths, English
Vyners Secondary School
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