Summary
Overview
Work History
Education
Skills
Timeline
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Susan Bohn

Binghamton,NY

Summary

Proven track record in customer service, adept at handling high call volumes with Sprint, showcasing exceptional complaint resolution and CRM software proficiency. Demonstrated ability to enhance customer satisfaction through empathy and active listening, achieving significant repeat business. Skilled in both call center operations and real estate appraisal, with a keen focus on customer focus and market value analysis. 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

26
26
years of professional experience

Work History

CSR

UHS
12.2006 - 07.2020
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Customer Service Representative

Sprint
03.2006 - 11.2006
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.

Real Estate Appraiser

Self-employeed
03.1994 - 12.2002
  • Inspected new and existing properties and noted distinctive characteristics.
  • Took photographs of interior and exterior of buildings to properly document features and conditions.
  • Gathered information on nearby properties to compare and help make value determinations on properties.
  • Completed appraisals on pre-set number of properties to meet weekly production goals.
  • Researched land, property and market values to complete estimations.
  • Remained current on local areas through actively researching and garnering understanding of community values.

Education

High School Diploma -

Chenango Valley High School
Binghamton, NY
06.1976

Skills

  • Call center experience
  • Customer Focus
  • Complaint Handling
  • CRM Software
  • Problem-solving abilities
  • Professional telephone demeanor
  • Conflict Resolution
  • Computer Proficiency
  • Documentation
  • Data Entry
  • Call Center Operations
  • Appointment Scheduling

Timeline

CSR

UHS
12.2006 - 07.2020

Customer Service Representative

Sprint
03.2006 - 11.2006

Real Estate Appraiser

Self-employeed
03.1994 - 12.2002

High School Diploma -

Chenango Valley High School

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Susan Bohn