Summary
Overview
Work History
Education
Skills
Timeline
References
References
Hi, I’m

Teressa Hess

Murray,UT
Teressa Hess

Summary

Customer-oriented Supervisor with 25 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support.

Expert in Customer Service industry best practices and principles of employee management. Blends superb time management and organizational skills to drive group success. Dedicated Supervisor possessing skilled in addressing and resolving conflicts . Background includes strong history in Customer Service and Manager experience. Dependable Supervisor with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Over 25 years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth and schedule management.

Overview

27
years of professional experience
25

Customer Service

15

Supervisor

Work History

Discover Student Loans, Salt Lake City, UT

Supervisor
2020.11 - Current (3 years & 10 months)

Job overview

  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Responded to customer questions regarding products, prices and availability.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Recognized by management for providing exceptional customer service.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

American United Federal Credit Union, Sandy, UT

Collections Agent
2019.11 - 2020.11 (1 year)

Job overview

  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Conducted skip-tracing activities to locate delinquent customers.
  • Assisted in the development of strategies to improve collections process efficiency.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Investigated customer disputes and complaints regarding billing errors and incorrect charges.
  • Processed payments through various methods such as credit cards, online banking and cash transactions.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Drafted correspondence to customers regarding overdue accounts and payment arrangements.
  • Resolved complex issues that arose during the collections process.
  • Utilized skip tracing techniques including phone calls, internet searches and databases.
  • Identified opportunities for improved efficiency in the collections process.
  • Updated account status records and collection efforts.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Followed fair debt practices and regulatory guidelines when managing collections process.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.
  • Maintained accurate records and reported on collection activity and accounts receivable status.
  • Placed outbound collections calls daily to approximately 20 account holders.
  • Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.

Utah Title Loans, West Valley City, UT

Center Manager
2019.08 - 2020.11 (1 year & 3 months)

Job overview

  • Developed, implemented, and managed center's budget.
  • Conducted regular staff meetings to ensure all personnel were properly trained on policies and procedures.
  • Established customer service standards for the center and monitored performance of staff against those standards.
  • Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
  • Resolved conflicts between customers and staff members in a professional manner.
  • Ensured compliance with company policies and procedures as well as local regulations regarding safety, health, security and labor laws.
  • Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
  • Recruited new employees by conducting interviews and orientations for new hires.
  • Evaluated job performances of team members regularly through feedback sessions.
  • Monitored stock levels at the center in order to determine when additional supplies or products should be ordered from vendors.
  • Implemented marketing campaigns aimed at increasing brand awareness among potential customers.
  • Motivated and led team members to work together to achieve targets.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.

Check Into Cash, Bullhead City, AZ

Center Manager
2017.12 - 2019.08 (1 year & 8 months)

Job overview

  • Established customer service standards for the center and monitored performance of staff against those standards.
  • Managed day-to-day operations of the center, including staffing, scheduling, budgeting, inventory control and customer service.
  • Resolved conflicts between customers and staff members in a professional manner.
  • Ensured compliance with company policies and procedures as well as local regulations regarding safety, health, security and labor laws.
  • Implemented marketing campaigns aimed at increasing brand awareness among potential customers.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Formed and sustained strategic relationships with clients.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Safeway, Tacoma, WA

Head Clerk
2001.11 - 2007.11 (6 years)

Job overview

  • Maintained accurate records of daily transactions, including deposits and withdrawals.
  • Performed regular reconciliation of cash drawers to ensure accuracy of funds.
  • Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
  • Monitored inventory levels to ensure adequate supplies were available for daily operations.
  • Processed payments by totaling purchases; processing checks, cash, credit cards or automatic debits; issuing change or receipts.
  • Adhered to all safety protocols to protect customers, employees and company assets from theft or damage.
  • Conducted regular audits of register transactions to ensure accuracy of amounts recorded.
  • Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks.
  • Supervised counting cash drawers and made bank deposits as part of store opening and closing procedures.
  • Built and maintained working relationships with peers and upper management.
  • Increased likelihood of repeat business by building friendly relationships with customers.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
  • Performed merchandising and signage updates during weekly and seasonal promotional changes.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Education

South Kitsap High School Port Orchard, WA

High School Diploma
1995-06

University Overview

Olympic College Bremerton, WA

Some College (No Degree) from General Studies

University Overview

Skills

  • Customer Relationship Management (CRM)
  • Complaint Handling
  • Dispute Resolution
  • Professional telephone demeanor
  • Microsoft Outlook
  • Document Control
  • Conflict Resolution
  • Active Listening
  • Customer Service
  • Senior leadership support
  • Critical Thinking
  • CRM Software
  • De-Escalation Techniques
  • Account Management
  • Handling Escalations
  • Skilled multi-tasker

Timeline

Supervisor
Discover Student Loans
2020.11 - Current (3 years & 10 months)
Collections Agent
American United Federal Credit Union
2019.11 - 2020.11 (1 year)
Center Manager
Utah Title Loans
2019.08 - 2020.11 (1 year & 3 months)
Center Manager
Check Into Cash
2017.12 - 2019.08 (1 year & 8 months)
Head Clerk
Safeway
2001.11 - 2007.11 (6 years)
South Kitsap High School
High School Diploma
Olympic College
Some College (No Degree) from General Studies

References

References

References available upon request.

References

References
References available upon request.
Teressa Hess