Susan Collins
Schwenksville,Pennsylvania
Summary
Results-driven Customer Service Representative with a proven ability to establish rapport with clients. Highly enthusiastic and dedicated with the ability to maintain customer satisfaction and customer loyalty, which leads to company success.
Overview
32
32
years of professional experience
Work History
Select Service Liaison
SEI
02.2014 - Current
- Enhanced customer satisfaction by addressing and resolving service issues promptly.
- Expedited problem resolution by facilitating effective communication between clients and internal teams.
- Increased repeat business through exceptional relationship management skills and proactive issue resolution strategies.
- Acted as a primary point of contact for high-profile clients, fostering trust and loyalty through consistent support and clear communication.
- Boosted client retention rates by providing personalized attention and maintaining strong relationships.
Customer Service
Kohl's
11.2011 - 11.2015
- Assist customers with returns, purchases, paying their Kohl's credit card bill, Kiosk procedures
- Answer incoming calls.
- Enhanced customer service by addressing inquiries and resolving issues promptly.
Preferred Customer Associate
SEI
01.2014 - 02.2014
- Streamlined the client onboarding process, resulting in improved efficiency and a higher retention rate.
- Achieved consistent positive feedback from customers regarding service quality and professionalism.
- Delivered personalized assistance to customers, fostering long-term relationships and loyalty.
- Balanced multiple priorities simultaneously, effectively managing time-sensitive tasks within a fast-paced environment.
Issue Resolution Specialist
Iron Mountain
06.2012 - 01.2014
- Provide customer service for issues regarding billing, services, account maintenance, placing orders
- To go above and beyond the customer's expectations in resolving issues to help build customer confidence and loyalty.
Customer service in the Cheese shop
Wegmans
03.2012 - 06.2012
- Cut and prepare cheeses, platters, demonstrations for cheese sampling
- Be able to describe different cheeses and offer recommendations to the customers.
Education Resolution Service Representative
Vanguard
09.1992 - 11.2011
- Assist Vanguard with its asset growth by helping existing and prospective internal and external clients better understand their education investment options and provide in-depth product knowledge
- Provided customer service for an average of 60 calls per day, answering customer inquiries, solving account issues, placing transactions
- Answering customer inquiries through emails.
Education
High School Diploma - academic
Methacton High School
Fairview Village, PennsylvaniaSkills
- Creative Problem Solver
- Excellent communication skills
- Telephone inquiries
- Conflict Resolution
- Call Center experience
- Courteous demeanor
- Strong Client Relations
- Listening Skills
- Fast learner
Additional Information
Became a Resource for the team and new hires.
Built rapport with my firms and continue even after the were moved to a different team.
Timeline
Select Service Liaison
SEI
02.2014 - Current
Preferred Customer Associate
SEI
01.2014 - 02.2014
Issue Resolution Specialist
Iron Mountain
06.2012 - 01.2014
Customer service in the Cheese shop
Wegmans
03.2012 - 06.2012
Customer Service
Kohl's
11.2011 - 11.2015
Education Resolution Service Representative
Vanguard
09.1992 - 11.2011
High School Diploma - academic
Methacton High School
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