Patricia Hasselmann
Ankeny,IA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Help Desk Associate
Mindseeker
12.2018 - 12.2023
- Improved customer satisfaction by efficiently diagnosing and resolving technical and program issues.
- Enhanced team collaboration by sharing knowledge and assisting colleagues with complex problems.
- Reduced call handle time with effective communication and problem-solving skills.
- Experience with Servicenow, Quality Payment Program, OASIS, iQIES programs used for the Center of Medicare and Medicaid.
- Documented all calls and emails with what happened during the call/email and reiterated that resolution in an email to the customer.
Help Desk Associate
Aerotek
04.2018 - 12.2023
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Streamlined help desk processes for quicker response times to support requests.
- Maintained detailed documentation of troubleshooting steps and resolutions for future reference.
Customer Service Representative
Palmer Group
05.2017 - 03.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Lead Teacher
Cadence Education
08.2014 - 05.2017
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Collaborated with colleagues to design interdisciplinary units of study, fostering a deeper understanding of content across subject areas.
- Designed and executed project-based learning experiences, promoting teamwork, problem-solving skills, and real-world connections for students.
- Used data-driven decision-making processes to analyze student performance trends and adjust instructional practices accordingly, leading to improved outcomes.
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
Senior Customer Service Representative
Sears Call Center
06.2000 - 07.2014
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
Education
Master of Science - Adult Education/Training And Development
Drake University
Des Moines, IABachelor of Arts - Music Education
Truman State University
Kirksville, MOSkills
- Customer Education
- Report Creation
- Service Ticket Tracking
- Microsoft Applications
- Team Support
- Customer Communication and Empathy
- Employee Computer Support
- Friendly and Patient
- Support SOP Writing
- Case Notes
- Closing Tickets
Timeline
Help Desk Associate
Mindseeker
12.2018 - 12.2023
Help Desk Associate
Aerotek
04.2018 - 12.2023
Customer Service Representative
Palmer Group
05.2017 - 03.2018
Lead Teacher
Cadence Education
08.2014 - 05.2017
Senior Customer Service Representative
Sears Call Center
06.2000 - 07.2014
Master of Science - Adult Education/Training And Development
Drake University
Bachelor of Arts - Music Education
Truman State University
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