Suzanne Lippens
Dansville,NY
Summary
Proven track record in enhancing customer retention and satisfaction at Coast Professional Inc., leveraging strong complaint handling and Microsoft Office skills. Excelled in a fast-paced call center, achieving performance goals through effective teamwork and collaboration. Demonstrated ability to remain calm and professional under pressure, significantly contributing to the company's financial stability. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Consumer Care Representative
Coast Professional Inc.
03.2024 - 06.2024
- Increased customer retention by offering personalized solutions tailored to individual needs and preferences.
- Contacted debtors to help them pay back unpaid debts.
- Thoroughly documented conversations with debtors.
- Made 100+ phone calls a day.
- Tracked progress throughout the month using Excel.
Receptionist/Vet Assistant
Dansville Animal Hospital
04.2021 - 12.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Initiated requests for medication refills, filled prescriptions once approved, and dispensed to client.
- Thoroughly documented charts, filed charts in appropriate location, organized charts for next day appointments.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with onboarding new clients and securing paperwork completion.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Handled assignments independently with good judgement and critical thinking skills.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Promoted a safe environment for both staff and patients by adhering to strict sanitation protocols in all work areas.
- Answered owner animal health questions and advised on best care practices.
- Boosted vaccination compliance rates by following up with clients to remind them of upcoming appointments and necessary booster shots.
- Facilitated timely referrals to specialists by gathering relevant patient information and coordinating appointments when necessary.
- Restrained animals for examination and treatment.
- Followed safety protocols for handling animals.
- Observed animals for signs of distress or illness.
- Educated clients on post-surgical care and nutrition.
Debt Collector
Coast Professional Inc.
03.2015 - 03.2018
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Achieved performance goals on consistent basis.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Documented customer payment interactions and account statuses for future reference.
Education
No Degree - Veterinary Technology
Alfred State College
Alfred, NYAssociate of Science - Human Services
Genesee Community College
Batavia, NY05.2012
High School Diploma -
Dansville High School
Dansville, NY06.2003
Skills
- Complaint Handling
- Call center experience
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Microsoft Office
- Data Entry
- Work Prioritization
- Money handling abilities
- Administrative and Office Support
- MS Office
- Professional telephone demeanor
- Medical terminology knowledge
Timeline
Consumer Care Representative
Coast Professional Inc.
03.2024 - 06.2024
Receptionist/Vet Assistant
Dansville Animal Hospital
04.2021 - 12.2023
Debt Collector
Coast Professional Inc.
03.2015 - 03.2018
No Degree - Veterinary Technology
Alfred State College
Associate of Science - Human Services
Genesee Community College
High School Diploma -
Dansville High School
Similar Profiles
Colin WheatColin Wheat
System Support I at Coast Professional Inc.System Support I at Coast Professional Inc.
Tiana RowleyTiana Rowley
Customer Service Representative at Coast Professional Inc.Customer Service Representative at Coast Professional Inc.
Jennipher BeachelJennipher Beachel
Consumer Care Representative (IRS) at Coast Professional Inc.Consumer Care Representative (IRS) at Coast Professional Inc.