Sheila Schaar
Arvada,CO
Summary
To obtain a position that will challenge me to expand my skill set and provide opportunities for advancement. I am adaptable to and environment allowing me to work well with others. I strive to be a vast addition to any company while willing to challenge myself to new experience. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. 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.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Aeroflow
10.2023 - 12.2023
- 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.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Ashton Carter
02.2023 - 05.2023
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Care
Alliance Date
04.2016 - 10.2022
- Taking calls and assisting customers with questions about late fees and billing
- Also educating about interest rates and promotional plans
- Also assisting customers with and issues with no resolution with the merchant
Advisor I Advisor II
Nelnet
04.2014 - 04.2016
- Commit to Performance Based Organization (PBO) & Easy To do Business with (ETDBW) philosophy
- Contribute to Continous Process Improvement
- Ensure Integrity of data and information
- Update information on accounts in the Loan Services and or Originations systems
- Perform other tasks related to resolving customer needs by displaying ownership on escalated calls
- Negotiate transactions in accordance with established laws, regulations and policies
- Serve as a resource person within the team as needed, including assisting new associates with training
Client Advocate
Jobstore/ Colorado State UI
11.2013 - 04.2014
- Answering and .elding calls needing transfers
- Filing new claims for claimants
- Data Entry
- Answering questions for claimants regarding .ling new claims as well as whether they would qualify
Landline Fraud
Intellisource/ Verizon
09.2012 - 10.2013
- Monitor multiple systems for possible hacking ranging from residence to large PBX systems, data and modems
- Place blocks to block all calls outside area code until customer can be contacted to con.rm tra2c
- Take inbound calls from customers regarding possible fraud and blocks
- Unblock lines when tra2c is con.rmed
- Sending .nancial resonsibility forms to customers
- Utilize multiple systems at the same time
- Data
Wireless Fraud
Intellisource/ Verizon
09.2012 - 10.2013
- Processed credit applications
- Helped with Identity Theft issues
- Worked with many systems Accurint, Uni Phi ect
- Answered hundreds of calls a day
- Recieved and validated proof of Identity
- Data entry
Technical Service Specialist
Wells Fargo
01.2011 - 09.2012
- Assisting bankers and consumers with international wires through the DODD Frank system
- Assisted consumers with domestic and internstional wire tranfers
- Used banking systems such as CRT/MTS, Hogan, SVP, SOTA, Resource library and Team Works
- Used Microsoft O2ce Software including Lync and Outlook
Education
GED -
JCAP
06.1992
Skills
- Problem-solving abilities
- Customer Service
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Professional telephone demeanor
- Product Knowledge
- Documentation
Timeline
Customer Service Representative
Aeroflow
10.2023 - 12.2023
Customer Service Representative
Ashton Carter
02.2023 - 05.2023
Customer Care
Alliance Date
04.2016 - 10.2022
Advisor I Advisor II
Nelnet
04.2014 - 04.2016
Client Advocate
Jobstore/ Colorado State UI
11.2013 - 04.2014
Landline Fraud
Intellisource/ Verizon
09.2012 - 10.2013
Wireless Fraud
Intellisource/ Verizon
09.2012 - 10.2013
Technical Service Specialist
Wells Fargo
01.2011 - 09.2012
GED -
JCAP
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