Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Susan Pilipuf

Rocky Point,NC

Summary

Motivated Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution.

Overview

30
30
years of professional experience

Work History

Customer Service Lead

Wilmington Animal Healthcare
Wilmington , NC
03.2017 - Current
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Trained new team members on proper customer service techniques and to have a thorough understand of the hospital's mission, protocol and procedures.
  • Working directly with the doctor's to provide accurate client communication regarding their pets.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
  • Assisted operators with handling calls and took over escalated concerns and complaints to deliver solutions to pet owners.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Navigated multiple software applications while assisting customers.
  • Maintained accurate records of customer interactions and transactions.
  • Developed strategies for improving customer satisfaction levels.

Customer Service Representative

All Sports Massage 360
Batavia, IL
11.2015 - 12.2016
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Promoted available products and services to customers during service, account management and order calls.
  • Customer data entry, order entry, and stock merchandise entry into company POS system.
  • Assisted buying manager with vendor meetings, trade shows, and merchandise selection.

Administrative Assistant/Customer Service Associate

Wasilas Insurance Group
Batavia, IL
01.2011 - 05.2013
  • Answered phone calls and emails to provide information, resulting in effective insurance policy correspondence.
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Managed database systems containing customer contact information.
  • Processed invoices for policy premiums using accounting software applications.
  • Promoted client retention through high-quality service and follow through, processed applications, payments, corrections, endorsements and cancellations

Inside Sales Associate

Pilipuf Grist & Associates
Chicago, IL
08.1994 - 05.2001
  • Provided quotes for prospective customers based on their needs and budget requirements.
  • Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
  • Explored opportunities for cross-selling products or services to existing clients.
  • Expedited customer orders for quick delivery and to promote satisfaction.
  • Worked in conjunction with outside sales representative to maintain and grow product sales.
  • Followed up on pending orders and inquiries in a timely manner.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Education

Associate of Arts - Psychology

North Central College
Naperville, IL
09-1991

Skills

  • Account Management
  • Customer service excellence
  • Administrative duties
  • Customer Relations
  • Team training and development

References

References available upon request.

Timeline

Customer Service Lead

Wilmington Animal Healthcare
03.2017 - Current

Customer Service Representative

All Sports Massage 360
11.2015 - 12.2016

Administrative Assistant/Customer Service Associate

Wasilas Insurance Group
01.2011 - 05.2013

Inside Sales Associate

Pilipuf Grist & Associates
08.1994 - 05.2001

Associate of Arts - Psychology

North Central College

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Susan Pilipuf