Therese Wolff
Customer Success Representative
Summary
Customer Service Representative bringing 16 years experience in top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Success Agent
Mood
08.2023 - 12.2023
- Provided exceptional customer service by promptly responding to calls, chats, and emails with an average response time of 3 minutes
- Collaborated with cross-functional teams to enhance the overall customer experience and achieve sales targets
- Advised customers about new products and assisted customers in determining best cannabis product for needs.
- Exhibited professionalism and empathy in all customer interactions, resulting in positive feedback and customer satisfaction
- Played a vital role in the company's growth by delivering exceptional service, leading to customer retention and acquisition
- Actively fostered a friendly and helpful environment, receiving customer praise for my demeanor.
Provider Success Representative
Quartz Health Solutions
08.2020 - 08.2023
- Responded to 50+ provider questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Utilized a Customer Relationship Management (CRM) program to document and track provider interactions
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Associate Claims Care Center Representative
American Family Insurance
03.2019 - 05.2020
- Efficiently handled a high volume of telephone calls, averaging 25+ calls daily, ensuring minimal hold times for insured, noninsured, and insurance company callers
- Examined photographs and surveillance and any other documents relating to claims and documented all findings in concise reports.
- Orchestrated seamless coordination with local body shops, effectively assigning repair jobs and securing rental vehicles for customers throughout the restoration process
- Consistently delivered exceptional customer service by leveraging in-depth knowledge of products and services, resulting in consistently positive and welcoming experiences for all customers.
Facilities Assigner
Frontier Communications
12.2015 - 01.2019
- Successfully interpreted and assigned central office and outside plant facilities to meet the company's performance goals for service orders
- Effectively communicated with other departments to address service order issues, facility problems, changes, and corrections
- Assisted multiple departments in resolving 15+ Trouble Tickets and 100+ Service Order issues by changing central office or outside plant facilities, provisioning necessary services, and updating records
- Analyzed and corrected records for trouble tickets related to specific features
- Proactively identified and addressed errors in order processing, minimizing delays and maximizing efficiency.
Returns Specialist
OfficeSupply.com
01.2015 - 11.2015
- Proactively upheld a comprehensive understanding of company policies and procedures regarding returns and exchanges, ensuring adherence to guidelines
- Streamlined the returns process by efficiently managing and resolving customer issues, enhancing customer satisfaction and loyalty
- Successfully processed over 25 refunds and exchanges, meticulously following company policies to maintain accuracy and integrity
- Established strong lines of communication with internal departments, including Shipping and Receiving and Accounting, and external vendors, such as delivery companies, fostering collaborative relationships to facilitate seamless shipping operations.
Education
Bachelor of Arts - Psychology
University of Arizona Global Campus
Online 10.2023 - Current
Skills
Conflict Resolution
undefinedCoursework
- Customer Experience (CX) Foundations, LinkedIn Learning, 2023, Customer Experience
- Customer Service: Handling Abusive Customers, LinkedIn Learning, 2023, Problem-solving, Communication, Emotional Intelligence, Conflict Resolution
- De-Escalating Conversations for Customer Service, LinkedIn Learning, 2023, Problem-Solving, Communication, Conflict Resolution, Emotional Intelligence
- Developing Your Emotional Intelligence, LinkedIn Learning, 2023, Emotional Intelligence, Self-Regulation, Motivation, Empathy, Social
- The 10 Pillars of Customer Experience, LinkedIn Learning, 2023, Customer Experience
- Writing Customer Service Emails, LinkedIn Learning, 2023, Email Etiquette
Projects
Service Order Posts, Frontier Communications, Dec 2016- Jan 2019: Designed a service order posts project at Frontier Communications to deliver a 35% reduction in execution time and a 40% reduction in errors., Created training documents for SOPs using Microsoft Word and PowerPoint., Reduced errors on orders that cannot be started automatically by 95% by following specific guidelines, such as Checking the order status and reason code, verifying the customer information and service address, updating the order with the correct data, and resubmitting it.
Timeline
Bachelor of Arts - Psychology
University of Arizona Global Campus
10.2023 - Current
Customer Success Agent
Mood
08.2023 - 12.2023
Provider Success Representative
Quartz Health Solutions
08.2020 - 08.2023
Associate Claims Care Center Representative
American Family Insurance
03.2019 - 05.2020
Facilities Assigner
Frontier Communications
12.2015 - 01.2019
Returns Specialist
OfficeSupply.com
01.2015 - 11.2015
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