Robin Tiefenthaler
Missoula,MT
Summary
Experienced in effectively managing customer interactions and resolving issues in a timely manner. Utilizes strong communication skills and empathy to cultivate lasting relationships with customers. Demonstrated ability to consistently maintain high levels of customer satisfaction and foster loyalty among clientele.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Garden City Plumbing & Heating
09.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Technical Support Specialist
DirecTV
06.2018 - 09.2023
- Used skills to deescalate customers who are stressed, angry, and/or upset by coming up with a solution to their needs.
- Used strong listening skills to understand the needs of the customer and resolve the situation.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Walked individuals through basic troubleshooting tasks.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
Front Desk
Planet Fitness
01.2018 - 06.2018
- Assist customers with the tanning bed, massage chairs, and gym equipment.
- Answers questions about class information, billing inquiries, and general inquiries.
- Gives informational tours about the gym and assist with signing up for gym memberships.
- Maintain gym cleanliness and keep gym supplies stocked and available for members.
Teacher Assistant
Spirit at Play Preschool
01.2017 - 06.2018
- Work with preschoolers to help with development and learning. Includes continuing education through the Child Resource Center. Minor cleaning.
- Responsible, dedicated, and caring.
- Creative, patient, and upbeat.
- Independent classroom aide requiring minimal teacher direction.
- Provide instruction to preschooler ages 2-5.
Cashier
Fat Cat Bakery
11.2016 - 12.2016
Intern
The Cozy Nest
08.2016 - 12.2016
- 92 hrs
- Observed Occupational Therapy in pediatric rehabilitation center. Also, observed speech pathologist and Physical Therapist for children with developmental disabilities.
Waitstaff
The Village
05.2016 - 08.2016
- Served dinner to seniors living at the Village with cleaning duties afterward.
Substitute Aid
10.2008 - 06.2016
- Assisted watching Preschoolers with minor cleaning.
Buyback Agent
BellTower Books
05.2016 - 05.2016
- Bought back textbooks for commission with a positive and upbeat attitude.
Tutor
America Reads America Counts
09.2015 - 05.2016
- Tutored English and Math in the Bozeman area.
Education
Bachelors in Exercise Science - health and human development
Montana State University-Bozeman
Bozeman, MT12.2016
Skills
- Academic tutoring
- Troubleshooting and support services
- Proficient in Microsoft PowerPoint
- Proficient in Microsoft Word
- Proficient in Microsoft Excel
- Active listening
- Critical thinking
- Call center operations
- Microsoft outlook
- Appointment scheduling
- Customer relationship management (CRM)
- Conflict mediation
Timeline
Customer Service Representative
Garden City Plumbing & Heating
09.2023 - Current
Technical Support Specialist
DirecTV
06.2018 - 09.2023
Front Desk
Planet Fitness
01.2018 - 06.2018
Teacher Assistant
Spirit at Play Preschool
01.2017 - 06.2018
Cashier
Fat Cat Bakery
11.2016 - 12.2016
Intern
The Cozy Nest
08.2016 - 12.2016
Waitstaff
The Village
05.2016 - 08.2016
Buyback Agent
BellTower Books
05.2016 - 05.2016
Tutor
America Reads America Counts
09.2015 - 05.2016
Substitute Aid
10.2008 - 06.2016
Bachelors in Exercise Science - health and human development
Montana State University-Bozeman
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