Summary
Overview
Work History
Skills
Timeline
Generic
Tanya VanDeVelt

Tanya VanDeVelt

Customer service representative
Caledonia,NY

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Detail-oriented professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.

Overview

29
29
years of professional experience

Work History

Customer Care Representative

United Parcel Service, UPS
Henrietta, New York
10.1995 - Current
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Built sustainable relationships of trust through open communication with customers.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Gathered customer feedback to suggest improvements for products and services.
  • Identified opportunities to upsell additional services when appropriate.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Processed orders accurately and efficiently according to established procedures.
  • Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Provided training support for new hires related to customer service processes and procedures.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Delivered customer support to high call load each shift.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
  • Processed customer account changes with proprietary software.
  • Audited customer account information to identify issues and develop solutions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • All of the above and far more responsibilities.

Union Steward

Teamsters local 118
Rochester , NY
11.2012 - 08.2015
  • Assisted union members in filing grievances and preparing for hearings.
  • Organized informational meetings to discuss workers' rights, benefits, and collective bargaining agreements.
  • Provided advice and guidance on labor-related matters to union members.
  • Conducted investigations into workplace complaints of unfair treatment or safety issues.
  • Negotiated with management on behalf of union members regarding wages, hours, working conditions, and other contractual obligations.
  • Attended monthly meetings with management to review contract compliance and address employee concerns.
  • Monitored the implementation of new policies related to labor contracts.
  • Resolved conflicts between union members and management through mediation sessions.
  • Ensured that all grievance procedures are followed according to the collective bargaining agreement.
  • Participated in negotiations with employers over changes in wage rates, overtime rules, vacation time allotments.
  • Counseled employees regarding their rights under the CBA as well as state and federal laws governing labor relations.
  • Maintained records of grievances filed by union members and tracked their resolution status.
  • Advocated for workers' rights within the organization while respecting the company's interests.
  • Conducted training sessions for new hires on their rights as a union member.
  • Communicated regularly with local unions about upcoming events or activities that may affect them.
  • Reviewed disciplinary action taken against employees to determine if it was consistent with the CBA or applicable laws.
  • Represented individual employees at arbitration proceedings when required.
  • Investigated employee grievances and recommended appropriate actions based on collective bargaining terms.

Skills

  • Payment Processing
  • Appointment Scheduling
  • Email correspondence
  • Database Research
  • Customer Service
  • Problem Resolution
  • Inbound Customer Service
  • Customer Relations
  • Conflict Mediation
  • Order Processing
  • Complaint Handling
  • Product Education
  • Documentation And Reporting
  • Regulatory Compliance
  • De-Escalation Techniques
  • Needs Assessment
  • Account updating
  • Data Management
  • Customer Retention Strategies
  • Active Listening

Timeline

Union Steward

Teamsters local 118
11.2012 - 08.2015

Customer Care Representative

United Parcel Service, UPS
10.1995 - Current

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Tanya VanDeVeltCustomer service representative