Wendy Popp
Chilton,WI
Summary
Professional with a proven track record at Market Source in enhancing customer satisfaction and retention through expert escalation management and exceptional service. Leveraged problem-solving skills and adaptability to resolve complex issues, significantly improving complaint resolution processes. Skilled in reporting and effective communication to retain customer satisfaction.
Overview
12
12
years of professional experience
Work History
Escalation Specialist
Market Source
10.2018 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
- Escalated customer issues to management for appropriate action to be taken.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service - Data Entry
Vern's Cheese
06.2012 - 09.2018
- Increased repeat business by providing exceptional service to clients by taking their orders for to be delivered.
- Demonstrated professionalism and strong communication skills while interacting with customers via phone or email on a daily basis.
- Expedited order processing by effectively utilizing company software programs and systems.
- Reduced errors in data entry through diligent attention to detail and routine quality checks.
- Streamlined data entry processes for increased efficiency and accuracy in customer records.
- Performed regular audits on database entries to identify inaccuracies or inconsistencies requiring correction.
Education
Hilbert High School
Hilbert, WISkills
- Reporting and documentation
- Problem-solving skills
- Multitasking
- Complaint resolution
- Customer Education
- Adaptability
- Customer Retention
- Quality Assurance
- Professional telephone demeanor
- Assess customer needs
- Communication Skills
- Brand advocacy
Timeline
Escalation Specialist
Market Source
10.2018 - Current
Customer Service - Data Entry
Vern's Cheese
06.2012 - 09.2018
Hilbert High School
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