Tonia Stepke
Buckley,MI
Summary
Customer Service Representative bringing 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
15
15
years of professional experience
Work History
Customer Service Representative
Webhelp
01.2021 - 01.2023
- Incoming call center employee,
- Remote work for IKEA,
- Answering phones for incoming call center
- Applying learned de escalation skills,
- Placing orders,
- Checking on orders,
- Using multiple software programs.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Customer Service Representative/Call Center
Dragon Payment Systems
12.2017 - 01.2021
- Assisted customers with a warm and professional attitude
- Answered general questions
- Process payment through several software programs
- Answer questions about the security industry and their accounts
- Work remotely in Lake City for customers all over the country
- Answered calls from customers
- Resolved customer information and complaints
- Handled online orders and credit card transactions
- Add a description of your job
- Edit
- Dismiss
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Responded to customer comments and questions via LiveChat during shifts.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Sally Beauty
08.2016 - 09.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Childcare provider
Happy Hearts Daycare
10.2005 - 08.2014
- Food prep, bookkeeping, event planning, taught preschool curriculum.
Education
Diploma -
Cadillac Senior High School
Cadillac, MI05.1990
Skills
- Phone etiquette
- Customer service
- English
- Data entry
- Call Center
- Customer Care
- Customer Support
- Customer Service
- Cold Calling
- Computer Skills
- Telemarketing
- Phone Etiquette
- Upselling
- Inside sales
- Outbound sales
- Cash handling
- Typing
- Outside sales
- Microsoft Word
- Leadership
- Marketing
- Sales
- Retail Sales Customer Service
- Sales Expertise
- Active Listening
- Account Management
- Credit Card Payment Processing
- Customer Relations
- Order Fulfillment
- Stocking and Replenishing
- Money Handling Abilities
- Sales Report Generation
- Critical Thinking
- Multi-Line Phone Talent
- Conflict Resolution
- Shipping and Receiving Understanding
- Microsoft Windows
- Microsoft Outlook
- Microsoft Internet Explorer
- First-Tier Technical Support
- Customer Data Confidentiality
- Administrative Support
- Problem-Solving Ability
- Understanding Customer Needs
- Call Center Operations
Additional Information
- Authorized to work in the US for any employer
Timeline
Customer Service Representative
Webhelp
01.2021 - 01.2023
Customer Service Representative/Call Center
Dragon Payment Systems
12.2017 - 01.2021
Customer Service Representative
Sally Beauty
08.2016 - 09.2017
Childcare provider
Happy Hearts Daycare
10.2005 - 08.2014
Diploma -
Cadillac Senior High School