Teresa Defreese
Washingtonville,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the office and administrative support 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.
Overview
34
34
years of professional experience
Work History
Senior Customer Service Representative
Aurochemicals
04.2016 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients in person and over phone to answer questions and address complaints.
- Processed, scheduled and executed customer orders for new and established customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Senior Client Service Associate
Sterling National Bank
09.2004 - 04.2016
- Assisted clients with financial planning to meet financial goals.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries, and providing quotes.
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Verified ownership and transaction information and dividend distribution instructions to check conformance with governmental regulations using stock records and reports.
- Documented security transactions such as purchases, sales and conversions to create in-depth database of clients and transactions completed.
- Processed and verified all new account applications and documents.
- Prepared forms such as receipts, withdrawal orders or transfer confirmations based on transaction requests from stockholders.
- Assisted brokers and advisors with servicing clients by preparing financial plans, conducting investment research and completing trades and transactions.
Material Handler
Avon Warehouse
06.1999 - 09.2004
- Listened closely during team meetings to gain complete understanding of duties required for each shift, completing priority tasks first.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Packed items into appropriate containers for shipment.
- Received and unpacked shipments and new equipment as directed.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Used hand-held scanners and physical logs to accurately track item movements.
- Operated equipment while observing standard safety procedures.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
- Maintained clean, orderly work environment free of hazards.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
Store Key Holder
Rite Aide Pharmacy
05.1991 - 09.1997
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Trained and supervised new employees to apply best practices in customer service and store operations.
- Streamlined opening and closing procedures as integral member of store staff.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Education
High School Diploma -
Spring Valley High School
Spring Valley, NY06-1991
Skills
- Representative training
- Escalation management
- Call center experience
- Email management
- Payment processing
- Customer support
- Database management
- Account management
- Task prioritization
- Proficient in Microsoft office
- Proficient in recordkeeping
- Proficient in Maintaining Financial Records
- CRM software
- Creating and Maintaining Accurate Schedules
Accomplishments
- Supervised team of 5-10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved high customer satisfaction rates by completing expected tasks with accuracy and efficiency.
- Achieved high satisfaction from superiors by completing the maintenance of records with upmost accuracy and efficiency.
Timeline
Senior Customer Service Representative
Aurochemicals
04.2016 - Current
Senior Client Service Associate
Sterling National Bank
09.2004 - 04.2016
Material Handler
Avon Warehouse
06.1999 - 09.2004
Store Key Holder
Rite Aide Pharmacy
05.1991 - 09.1997
High School Diploma -
Spring Valley High School
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