Suzanne Hofer
Newton,IA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Jeld-Wen Windows & Doors
12.2019 - Current
- Assisted call-in customers with questions and orders.
- Make outbound calls confirming information needed to ensure proper issues were submitted on claims.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Respond to emails daily.
- Create service claims for repairs.
- Order replacement parts and create dispatches when needed for scheduling .
- Help customers every day with positive attitude and focus on customer satisfaction.
- Word, Excel, and Outlook.
Customer Service Representative
Connett Services Heating & Cooling
05.2017 - 12.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Inbound/outbound call center representative
- Inbound - new service, repairs, and billing questions
- Outbound - returning voicemails and scheduling work order appointments and installs along with inspections with the city and save test.
- Dispatch technicians
- Invoicing customers
- Payroll
- Quickbooks, Word, Excel and Outlook
Customer Sales Lead
Service Legends Heating And Cooling
09.2015 - 05.2017
- Debrief all technicians files once job is completed
- Inbound/outbound call center representative
- Sales focused calls for existing customers for upgrades or previous customers to bring back business
- Follow up on sales quotes givent to customers previously
- Dispatch technicians
In Store Banker (Hy-Vee)
U.S. Bank
01.2015 - 09.2015
- Educated customers on features and benefits of banking products and services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Opened, closed, and updated accounts for customers.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Banker/Teller Associate
Wells Fargo Bank
04.2013 - 04.2014
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Educated customers on features and benefits of banking products and services.
Shift Supervisor
Hometown Foods
08.2011 - 04.2013
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Ensured customer needs are met and complaints are resolved immediately
- Ensured all products and displays are merchandised effectively to maximize sales and profitability
- Provides Support to sales associates during peak periods of traffic and/or when staffing conflicts would arise
Education
High School Diploma -
North Mahaska Jr-Sr High School
Skills
- 10-years in Customer Service (Sales/Retail, Banking & Call Center)
- 10-years Customer Service Training
- 2-years Team Lead/Management
- 3-years Receptionist
- Professional Team Builder
- Detail Oriented
- Exceptional Communication
- Subject Matter Expert (Escalated Issues)
- Extraordinary Decision-Making Expertise
- Microsoft Office Applications
- Windows & Mac Operating Systems
- 80 WPM with exceptional accuracy
Timeline
Customer Care Representative
Jeld-Wen Windows & Doors
12.2019 - Current
Customer Service Representative
Connett Services Heating & Cooling
05.2017 - 12.2019
Customer Sales Lead
Service Legends Heating And Cooling
09.2015 - 05.2017
In Store Banker (Hy-Vee)
U.S. Bank
01.2015 - 09.2015
Banker/Teller Associate
Wells Fargo Bank
04.2013 - 04.2014
Shift Supervisor
Hometown Foods
08.2011 - 04.2013
High School Diploma -
North Mahaska Jr-Sr High School