Summary
Overview
Work History
Education
Skills
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Tricia Konders

Tricia Konders

Customer Service Specialist
Martinsburg,West Virginia

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Call Center industry. Solid team player with 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. 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 and providing customized solutions to build loyalty.

Overview

23
23
years of professional experience
2
2
years of post-secondary education

Work History

Member Loyalty Advisor

General Motors, GM
Warren , MI
11.2021 - 01.2023
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Resolved customer issues through thorough dispute investigation.
  • Generated account activity reports to identify upgrade and sales opportunities.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Assistant Store Manager

Wing Stop
Martinsburg, West Virginia
10.2017 - 07.2019
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Rotated merchandise and displays to feature new products and promotions.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Created and maintained safe and secure work environments for employees.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Assisted in recruiting, hiring and training of team members.

Pharmacy Technician

Jefferson Memorial Hospital
Ranson, WV
04.2010 - 04.2012
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Counted, measured and compounded medications following standard procedures.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted, measured, and compounded medications following standard procedures.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
  • Counted and labeled prescriptions with correct item and quantity.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Coordinated verification and filling of more than Number daily prescriptions in high-volume Type pharmacy environment.
  • Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
  • Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
  • Managed opening and closing duties for pharmacy.
  • Resolved third-party billing, computer system and customer service issues.
  • Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
  • Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
  • Set up and modified patient profiles to include current medications and insurance details.

Front Desk Receptionist

Mccray Chiropractic & Health Restoration Clinic
Martinsburg, WV
11.2008 - 04.2010
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Sorted and delivered mail and packages upon arrival to correct staff members and departments.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Completed all tasks in compliance with company policies and procedures.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Organized, maintained and updated information in computer databases.
  • Scheduled office meetings and client appointments for staff teams.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Collected Type payments, processed transactions and updated relevant records.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.

Slot Attendant

Hollywood Casino At Charles Town Races
Charles Town, WV
03.2000 - 09.2008
  • Dispensed machine payouts and provided change for players.
  • Connected with guests on personal level to build loyalty.
  • Oversaw casino floor activity to foster efficient service and maintain guest safety.
  • Supported guest satisfaction and loyalty through prompt customer service and timely payouts.
  • Documented exchanges accurately, reconciled transactions and processed authorization forms.
  • Complied with casino policies and protocols to maintain transaction accuracy, efficiency and security.
  • Complied with gaming commission rules by verifying players' ages.
  • Handled money, ticket and chips exchanges for customers.
  • Supervised and maintained overall slot machine functionality and expediently reported repair needs to maintenance staff for quick resolution.
  • Repaired problems and maintained machines in good working order.

Education

General Studies

Jefferson High Scool
Shenandoah Junction, WV
08.1997 - 05.1999

GED -

West Virginia Board of Education
Charleston, WV
08.2016 - 08.2016

Skills

Medical terminology knowledge

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Work Availability

monday
tuesday
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friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Member Loyalty Advisor

General Motors, GM
11.2021 - 01.2023

Assistant Store Manager

Wing Stop
10.2017 - 07.2019

GED -

West Virginia Board of Education
08.2016 - 08.2016

Pharmacy Technician

Jefferson Memorial Hospital
04.2010 - 04.2012

Front Desk Receptionist

Mccray Chiropractic & Health Restoration Clinic
11.2008 - 04.2010

Slot Attendant

Hollywood Casino At Charles Town Races
03.2000 - 09.2008

General Studies

Jefferson High Scool
08.1997 - 05.1999

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Tricia KondersCustomer Service Specialist