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
Urbandale, IA
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
West Des Moines, IA
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
West Des Moines, IA
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
Norwalk, IA
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
West Des Moines, IA
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