Serena Meyer
Austin,TX
Summary
Conscientious Escalation Customer Service Representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. I'm a team player comfortable in competitive, fast-paced environments as well comfortable working independently. I'm efficient in handling direct customer inquiries, implementing company policies and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Escalation Specialist
Klarna Bank
05.2022 - 11.2024
- I answered inquiries about payment options, helping with account management, and addressing any concerns or disputes that customers may have while delivering the highest quality service.
- Provided trouble shooting steps to customer via email and chat support.
- I used various payment platforms and processors to review customer transactions- Stripe, Checkout, TransAxis.
Front Desk Assistant
European Wax Center
08.2021 - 03.2022
- Assist customers setting up appointments and going over services they need while maintaining customer privacy policies.
- I discussed the client's needs to determine what services and products were needed.
- I managed the main phone and spoke to roughly 50+ customers daily regarding their appointments.
Cake Decorator Lead
H-E-B
02.2017 - 12.2021
- Managed and oversaw all client orders coming in and out of our location through phone and online ordering
- Lead a team of 4 cake decorators, which included training and assisting with customer cake orders
- Managed material inventory and ordered new materials when needed.
- Designed specialty cakes for weddings, birthdays, and graduations.
Skills
- CRM/SaaS
- Problem solving
- Product Knowledge
- Customer Service
- Salesforce expertise
- B2B Communications
Timeline
Customer Service Escalation Specialist
Klarna Bank
05.2022 - 11.2024
Front Desk Assistant
European Wax Center
08.2021 - 03.2022
Cake Decorator Lead
H-E-B
02.2017 - 12.2021
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