THERESA ALLEE
DAVENPORT,UNITED STATES
Summary
Customer Service Specialist with 20 years of experience resolving complex inquiries and ensuring customer satisfaction. Proficient in escalation management, with a focus on proactive problem resolution and continuous service improvement. Dedicated to enhancing customer experience and fostering team collaboration to elevate service standards.
Overview
20
20
years of professional experience
Work History
CUSTOMER SERVICE AGENT
KONE
Moline, IL
07.2020 - Current
- Resolve complex customer inquiries, enhancing satisfaction and support quality through skills acquired in the KC3.
- Assist with developing best practice content and driven to improve overall service standards.
- Proficient in dispatch, customer service, non-contracts, alarms, video alarms, emails, and safety alerts.
- Managed scheduling of escalations and billing inquiries for branches, promoting uninterrupted service delivery.
- Anticipate and address customer needs proactively, preventing potential issues and improving experience.
CERTIFIED NURSING ASSISTANT
Good Samaritan Society
Davenport
04.2018 - 04.2019
- Assisted residents with daily activities, ensuring comfort and satisfaction. Resolved resident concerns promptly.
- Fostered compassionate environment, ensuring residents' dignity. Developed innovative comfort measures, leading to noticeable improvements in quality of life.
NETWORK INFRASTRUCTURE ANALYST
CEC-Contractor for John Deere
Moline, IL
12.2013 - 09.2017
- Managed network infrastructure for John Deere, ensuring optimal performance and uptime.
- Tested and activated new circuits, improving network capacity.
- Streamlined workflows to reduce costs by eliminating duplicate circuits.
- Analyzed network performance data, optimizing system efficiency.
- Enhanced network reliability, significantly decreasing downtime.
ERICSSON CONTRACTOR FOR SPRINT
Ericsson
Davenport
09.2006 - 12.2013
- Led network optimization projects enhancing performance and reliability across multiple regions.
- Implemented LTE upgrades for over 600 cell sites, boosting connectivity and user experience.
- Developed cost-saving technical solutions, increasing operational efficiency.
- Coordinated with off-site managers to align goals, ensuring timely project delivery.
Education
HS DIPLOMA - General Studies
Eastern Iowa Community College District
Davenport09-2007
Skills
- Skilled in time management
- Proficient in service coordination
- Customer service operations
- Skilled in accurate data entry
- Professional phone communication
Timeline
CUSTOMER SERVICE AGENT
KONE
07.2020 - Current
CERTIFIED NURSING ASSISTANT
Good Samaritan Society
04.2018 - 04.2019
NETWORK INFRASTRUCTURE ANALYST
CEC-Contractor for John Deere
12.2013 - 09.2017
ERICSSON CONTRACTOR FOR SPRINT
Ericsson
09.2006 - 12.2013
HS DIPLOMA - General Studies
Eastern Iowa Community College District