Rose Niles
Janesville
Summary
Experienced service-oriented customer support representative with over 5 years of expertise in contact center operations. Skilled in effectively addressing customer concerns through various channels such as phone, email, online chat, and social media. Proficient in utilizing Word, Excel, and web-based applications to provide exceptional support. Known for delivering clear and concise communication with meticulous attention to detail. Adept at multitasking and employing critical and analytical thinking to troubleshoot and ensure customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Support Representative
Irca Group USA LLC
03.2022 - 09.2024
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Connected with customers to address questions and resolve issues through phone and email.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Customer Care Representative
Kelly Services For Kerry Ingredients
09.2021 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Entered orders into SAP computer database system.
- Investigated and resolved customer inquiries and complaints quickly using Salesforce and SAP.
Customer Service Representative
Generac Power Systems
03.2021 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provides excellent customer care to customers in a timely manner.
- Provides accurate information to customers in a friendly manner.
- Seeks out answers to questions within the materials and tools available.
- Escalates calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.
- Achieves incoming call goals.
- Maintains product knowledge through training and continuing education.
- Fosters a positive team atmosphere in all functions of Customer Support.
- Maintains a “customer first” attitude at all times.
- Performs other duties as assigned.
- Excellent verbal and written communication skills;
- Excellent problem-solving skills;
- Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner;
- Ability to troubleshoot issues, offer accurate information;
- Ability to work independently with a high attention to detail;
Dental Assistant
Shuler Dental Office S.C
06.2020 - 11.2020
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
- Supported dentists during procedures to restore teeth, like dental fillings, permanent and temporary crowns, implants and extractions.
Quality Assurance Analyst
Grainger Industrial Supply
01.2016 - 05.2019
- Propose improvements to procedures and processes, where possible, to improve efficiency and effectiveness
- Maintain up-to-date knowledge of products and processes
- Build strong relationships that promote trust and confidence and work effectively to improve service to the customer
- Oversaw all process checks to ensure proper completion and correct frequency
Customer Service Representative
Grainger Industrial Supplies
10.2013 - 01.2016
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Developed effective relationships with all call center departments through clear communication
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Education
Certificate - Dental Assistnat
Blackhawk Technical College
Janesville, WI2012
Associate - Arts and Sciences
University of Rock County
Janesville, WI2009
Skills
- MS Office
- Salesforce
- SAP
- Customer satisfaction
- Active listening skills
- Quality improvement
- Global Emerging Leader (GEL)
- Efficient and Detail-Oriented
Timeline
Customer Support Representative
Irca Group USA LLC
03.2022 - 09.2024
Customer Care Representative
Kelly Services For Kerry Ingredients
09.2021 - 03.2022
Customer Service Representative
Generac Power Systems
03.2021 - 09.2021
Dental Assistant
Shuler Dental Office S.C
06.2020 - 11.2020
Quality Assurance Analyst
Grainger Industrial Supply
01.2016 - 05.2019
Customer Service Representative
Grainger Industrial Supplies
10.2013 - 01.2016
Certificate - Dental Assistnat
Blackhawk Technical College
Associate - Arts and Sciences
University of Rock County
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