Shelley Niemeier
Fond Du Lac
Summary
Results-driven customer service representative with 18 years of experience. Skilled in problem resolution and effective communication, consistently achieving high satisfaction levels and optimizing service delivery through feedback analysis.
Overview
19
19
years of professional experience
Work History
Customer Care Representative III
Elevance Health
Fond Du Lac, WI
06.2007 - 04.2026
- Resolved customer inquiries efficiently, ensuring high satisfaction levels through effective communication skills.
- Maintained accurate records of customer interactions utilizing CRM systems to enhance service delivery.
- Collaborated with cross-functional teams to streamline processes, improving response times and service quality.
- Trained new representatives on best practices and company policies to foster a knowledgeable workforce.
- Analyzed customer feedback to identify trends, driving improvements in service protocols and offerings.
- Developed training materials for onboarding procedures, enhancing consistency in customer care standards.
- Implemented solutions for complex issues, demonstrating problem-solving abilities while maintaining operational efficiency.
- Managed high call volume with exceptional professionalism and efficiency.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Goodrich High School
Fond Du Lac, WI03-2000
Skills
- Customer service
- Data entry
- Product knowledge
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Phone etiquette
- Call logging
- Problem resolution
Timeline
Customer Care Representative III
Elevance Health
06.2007 - 04.2026
High School Diploma -
Goodrich High School