Summary
Overview
Work History
Skills
Timeline
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Valerie Casman

Tampa,FL

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Articulate, enthusiastic, and results-oriented, with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses, with a proven track record in upselling strategies and relationship building. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills, resulting in increased repeat business and streamlined operations.

Overview

28
28
years of professional experience

Work History

Customer Service /Sales Lead Manager

Mc Logistics Services USA Inc.
Tampa, FL
07.2008 - Current
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Communicate effectively and build professional relationships with carriers, shippers, customers, and sales team.
  • Listen attentively to caller needs to ensure a positive customer experience.
  • Recommended solutions within the customers budget and proactively followed up with leads.
  • Became the lead "go to"person for new reps and particularly challenging calls as one of the primary trainers of new and established employees.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Developed strong customer relationships to encourage repeat business.
  • Set up and activated customer accounts.
  • Cultivated relationships with existing customers to encourage repeat business.
  • Enhanced product knowledge through continuous learning and professional development activities.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided accurate information about products and services to customers.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Developed positive relationships with customers through friendly interactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Payroll Lead /Client Human Resources

Diversified Human Resources
Tucson, AZ
11.2004 - 07.2008
  • Reviewed timesheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies.
  • Onboarded new employees in time reporting and payroll systems.
  • Voided checks and issued stop payment orders to correct payroll discrepancies.
  • Prepared manual checks and submitted direct deposit through online banking.
  • Compute wages and deductions, enter data into system.
  • Compile employee time, production, and payroll data from timesheets and records.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Identified needs of customers promptly and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Senior Payroll Specialist

Kemper Insurance
Long Grove, IL
03.1997 - 03.2004
  • Prepared payroll for over 2,000 employees countrywide.
  • Researched and resolved employee payroll questions and issues via email, phone, and in person.
  • Processed employee rehires, transfers, terminations, and withholdings.
  • Collaborated with employees and supervisors to immediately resolve discrepancies in timesheets.
  • Voided checks and issued stop-payment orders to correct payroll discrepancies.
  • Worked closely with human resources (HR) to safeguard confidential employee data.
  • Responded to employee inquiries regarding payroll and timekeeping.
  • Confirmed attendance, hours worked, and pay rates to properly post information in appropriate records.
  • Reconciled payroll discrepancies by reviewing time sheets, production charts, and wage tables.
  • Provided pay-related information to employees and managers on benefit plans, tax issues, and collective bargaining provisions.
  • Built relationships with customers, providing excellent customer service.

Skills

  • Upselling strategies
  • Efficient and Detail-Oriented
  • Time management abilities
  • Call center experience
  • Effective Communication
  • Adaptive team player
  • Relationship building
  • Positive, professional, and upbeat
  • Customer relationship management (CRM)
  • Driven by service
  • Commitment to customers
  • Customer satisfaction measurement

Timeline

Customer Service /Sales Lead Manager

Mc Logistics Services USA Inc.
07.2008 - Current

Payroll Lead /Client Human Resources

Diversified Human Resources
11.2004 - 07.2008

Senior Payroll Specialist

Kemper Insurance
03.1997 - 03.2004

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Valerie Casman