Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

Wendy Copeland

Detroit,MI

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the cable 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. Service-focused Customer Service bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

Comcast Corporation
Plymouth, MI
02.2002 - 05.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Responded to customer requests for products, services and company information.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.

Administrative Clerk

Assurant Group
Atlanta, Georgia
06.1997 - 03.1999
  • Conducted thorough research using diverse resources to assist professional staff with routine and special project tasks.
  • Proofread and edited professional business documents prior to release and request for approval.
  • Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Entered customer home insurance payments into excel spreadsheet and updated customer contacts with information to keep records current.

Education

High School Diploma -

Highland Park High School
Highland Park, MI
05.1977

Skills

  • Sales expertise
  • Complaint resolution
  • Report preparation
  • International sales support
  • Inbound and Outbound Calling
  • Staff education and training
  • Order Fulfillment
  • Strategic sales knowledge

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Received several awards for consistently delivering outstanding sales results.
  • Nominated for submitting an innovation/best practices idea to increase productivity amongst the team members.
  • Collaborated with marketing team of five in the development of "Quick-view".

Timeline

Customer Service Representative

Comcast Corporation
02.2002 - 05.2017

Administrative Clerk

Assurant Group
06.1997 - 03.1999

High School Diploma -

Highland Park High School

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Wendy Copeland