Summary
Overview
Work History
Education
Skills
Timeline
Generic

Penny Johnson

Larchwood,IA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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

32
32
years of professional experience

Work History

Customer Service Representative III

Capital Services
01.2001 - 01.2022
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Typing, 10 key
  • Taking inbound credit card inquiries
  • Making outbound collection calls to assist customers with past due payment arrangements within a call center setting.
  • Open and distribute inbound mail/packages from the USPS/Fedex/UPS.
  • Creating shipping labels for outgoing packages, date stamping all inbound correspondence and batching it according to inquiry
  • Covered the front reception desk when needed.
  • Ordered office supplies as needed by each department within the company(paper/toner cartridges/envelopes, etc.)
  • Trained and performed quality checks on new hires.
  • Cross trained in functions of other departments when needed.
  • Executed bank wires, data entry, posting credit card payments, retrieving copies of posted payments from microfiche/microfilm.
  • Organized company lunches.
  • Handled inquiries from both the internal and exterior door of my work area.
  • Printing, copying and faxing as needed.
  • Prepared all outgoing mail for usps pick up, open, count, and scan incoming mail.
  • Creating destruction lists of storage boxes containing no longer needed correspondence while being careful to stay in compliance by making sure no boxes were destroyed that were not in the correct time frame to do so.
  • Create letters to send to customers.
  • Pick up all outgoing and internal mail from each department daily.
  • Process large amounts of returned mail, process daily fedex package from First National Bank in Omaha containing correspondence sent to their address that they can't process for various reasons.
  • Adhering to destruction rules of destroying any documents containing sensitive personal information after no longer needed.

Senior Operation Service Specialist

SPS Payment Systems
04.1990 - 05.2000
  • Provided operations support for contractual, administrative and financial aspects of SPS Payment Systems.
  • Managed quality and costs of organization.
  • Processed electronic fund transfer disputes and supported staff on debit and credit card maintenance.
  • Identified workflow improvements and worked with operations team to establish new procedures.
  • Managed internal operational standards and productivity targets.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Compiled training materials for new employees and tracked skill development.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Devised and implemented processes and procedures to streamline operations.

Education

No Degree - General Studies

USD
Vermillion, SD

High School Diploma -

Washington High School
Sioux Falls
05.1987

Skills

  • Sales Expertise
  • Account Management
  • Report Creation
  • Order Fulfillment
  • Microsoft Excel
  • Microsoft Word
  • Retail Sales Customer Service
  • Active Listening
  • Senior Leadership Support
  • Microsoft PowerPoint
  • Credit Card Payment Processing
  • Team Development
  • Service Standard Compliance
  • Money Handling Abilities
  • Clerical Support
  • Computer Proficiency
  • Customer Service
  • Multi-Line Phone Talent
  • Critical Thinking
  • Problem-Solving Ability
  • Order Processing
  • Managing Multiple Tasks
  • Refund Processing
  • Administrative Support
  • Product Organization
  • Call Center Operations
  • Customer Account Management
  • Filing
  • Coordination
  • Calendaring

Timeline

Customer Service Representative III

Capital Services
01.2001 - 01.2022

Senior Operation Service Specialist

SPS Payment Systems
04.1990 - 05.2000

No Degree - General Studies

USD

High School Diploma -

Washington High School

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Penny Johnson