Timothy Scherber
Wautoma,WI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with an 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
13
13
years of professional experience
Work History
Enterprise Service Desk
Wisconsin DOA
Madison, WI
02.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Managed 40-50 calls or emails per day
Outbound Sales Call Center Agent
Alta Resources: P&G
Neenah, WI
05.2022 - 11.2022
- Increased efficiency and team productivity by promoting operational best practices.
- Effectively communicated with customers about account changes, new products or services and potential account upgrades.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Validate Sales and Account paperwork to boost Oral health Sales efficiency.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Conducted 50 outbound phone calls daily to reach potential clients and market Dental products and services
Customer Service Associate
Alta Resources; Pollywood
Neenah, WI
02.2022 - 05.2022
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained 98% customer satisfaction rating.
Customer Service
Veyo Transportation
Middleton, WI
09.2021 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected and analyzed customer information to prepare product or service reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled Medical customers in fast-paced Transportation setting in coordination with solid team of 20-25 customer service associates
Call Center Customer Service Representative
LJ Leasing
Appleton, WI
01.2021 - 06.2021
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over 50 calls per shift to meet fast-paced call center demands
Call Center Customer Service Representative
Employment Express /NY State DMV
Appleton, WI
08.2020 - 12.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Answered up to 100 incoming calls in busy, fast-paced call center.
- Increased knowledge of systems and CRM that allowed for better performance.
Customer Service Associate
Salelytics: Duracell
APPLETON, United States
11.2019 - 07.2020
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered basic technical support for clients on wide range of company products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Processed 50 calls per shift
Call Center Customer Service Representative
Salelytics: AT&T
Appleton, WI
04.2018 - 11.2019
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer requests for products, services and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered between 80-100 incoming calls during peak days
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Retail Customer Sales Associate
Kohls
Stoughton, MA
11.2010 - 04.2018
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Managed 12+ staff on overnight store resets that help spark sales
Education
High School Diploma -
Boston Prep
Boston, MA04.1985
Skills
- Client Needs Assessment
- Customer Complaint Resolution
- Troubleshooting Technical Issues
- Show Empathy
Timeline
Enterprise Service Desk
Wisconsin DOA
02.2023 - Current
Outbound Sales Call Center Agent
Alta Resources: P&G
05.2022 - 11.2022
Customer Service Associate
Alta Resources; Pollywood
02.2022 - 05.2022
Customer Service
Veyo Transportation
09.2021 - 01.2022
Call Center Customer Service Representative
LJ Leasing
01.2021 - 06.2021
Call Center Customer Service Representative
Employment Express /NY State DMV
08.2020 - 12.2020
Customer Service Associate
Salelytics: Duracell
11.2019 - 07.2020
Call Center Customer Service Representative
Salelytics: AT&T
04.2018 - 11.2019
Retail Customer Sales Associate
Kohls
11.2010 - 04.2018
High School Diploma -
Boston Prep
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