Saundra Wendorf-Kellogg
Customer service representative
Clearwater,FL
Summary
Dynamic Customer Service Representative with a proven track record at Spectrum, excelling in conflict resolution and client relationship development. Skilled in analytical problem solving and detail-oriented data management, I enhanced customer satisfaction through empathetic communication, resulting in increased loyalty and repeat business. Proficient in Microsoft Excel, I thrive in high-pressure environments.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Spectrum
06.2023 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Certegy
06.2021 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
Driver
Uber
06.2021 - 06.2023
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
Manager
McDonald's
12.2004 - 06.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Education
CNA AND MEDICATION MANAGER - Cna
Indian Hills Community College
Ottumwa, IA06-1990
No Degree - Business/communications
Central University of Iowa
Pella, IA05-1988
Skills
- Service Excellence
- Engaged Listening Skills
- Analytical Problem Solving
- Detail-Oriented Data Management
- Troubleshooting Skills
- Client Relationship Development
- Telecommunication Skills
- Proficient in Microsoft Excel
- Advanced Computer Skills
- Customer Support Management
- Conflict Resolution Expertise
- Transaction Processing
Bronze award and silver award with Spectrum
All employees have standardized metrics that we must use profiency. Agents who exceeded those metrics were provided with awards monthly and quarterly.
Timeline
Customer Service Representative
Spectrum
06.2023 - 03.2025
Customer Service Representative
Certegy
06.2021 - 06.2023
Driver
Uber
06.2021 - 06.2023
Manager
McDonald's
12.2004 - 06.2020
CNA AND MEDICATION MANAGER - Cna
Indian Hills Community College
No Degree - Business/communications
Central University of Iowa
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