William Freemont
Bellevue,NE
Summary
Experienced Customer Service Representative with excellent communication, active listening, and analytical problem-solving skills. Dedicated to enhancing customer experiences through service-oriented actions, identifying needs, and delivering customized solutions to build long-term loyalty.
Overview
16
16
years of professional experience
Work History
Member Service Representative
PenFed Credit Union
03.2022 - 04.2025
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Taking a Minimum of 15 calls or more an hour to help members every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Resolved members issues through thorough dispute investigation.
- Educated and engaged customers with new bank products and services.
- Verified customer identification and documentation for compliant transactions.
- Responded to customer requests, offering excellent support and tailored recommendations to address the member's needs.
- Followed-through on all critical inter-departmental escalations to increase member retention rates.
HFC Performance Rep I
Cox Communications
09.2020 - 11.2022
- Works closely with local leaders to support scheduling and resource allocation
- Adjust jobs to fill open spots in technicians route to replace work that was cancelled, rescheduled or not done to ensure customer needs are meet.
- Ensure daily FNT routes are operationally efficient with appropriate drive time to maximize productivity and align with employee skill sets.
- Monitor Techs status through various programs to effectively manage shift compliance, exception handling and successful daily work executions.
- Assist Techs with troubleshooting and request additional assistance.
Technical Support Rep
Cox Communications
07.2017 - 09.2020
- Work answering inbound customer calls concerning inquiries about one or more Cox products.
- Trouble shoot the root cause of customers problems and identify the action required (Using company databases, customer information and collaboration with other departments) to resolve issues and schedule service appointments when necessary.
- Provide total customer service by asking questions and listening to the customer in order to understand their needs, request or problems while identifying sales and up-selling opportunities that will drive revenue for Cox.
Sr Specialist Customer Care
First National Bank Omaha
07.2016 - 07.2017
- Work independently with customers over the phone to answer questions regarding their financial accounts. Questions might include billing, payments, account maintenance, online banking assistance, and listening to customers concerns.
- Identify customer’s needs and move them towards the appropriate action using my knowledge and experience.
- Make decisions quickly by using all available resources, seeking input, and considering short and long term implications.
Business Support Agent
PayPal
06.2013 - 04.2016
- Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately.
- Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal.
- Updating account information, refunding transactions and assist customers with purchases made on websites using PayPal.
Member Service Representative
Inflection
10.2011 - 06.2013
- Respond to escalation requests via telephone and email from the customer.
- Answer customer questions about PeopleSmart, FreePhoneTracer, PhoneDective and EmailFinder websites.
- Updating account information, refunding transactions and assist customers with purchases made on the Inflection websites.
Customer Service Representative
Pay Flex
04.2009 - 10.2011
- Update customer’s hours of operation, physical and mailing address, phone and fax numbers and website addresses.
- Answer PayFlex plan questions; provide available balance, Eligible status change situations, and Eligible expenses.
- Inform customer of plan years; provide grace period dates, Run Out dates. Replace lost/stolen/not received Debit card.
Education
Bachelor of Science - Computer Science
Peru State College
Peru, NE05-1998
High School Diploma -
Bellevue East H.S
Bellevue, NE05-1994
Skills
- Interpersonal skills
- Presentation skills
- Time management skills
- Ability to learn new software technologies
- Delegating effectively
- Microsoft Windows
- Word
- Excel
- Power Point
- Outlook
- Multi-tasking
- Customer service skills
Skills Achievements Abilities
- Strong interpersonal skills, presentation skills, ability to work productively with all levels in an organization, time management skills and follow through.
- Ability to learn and positively adapt to new software technologies.
- Dexterity in focusing on desired results, establishing what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
- Microsoft Windows, including Word, Excel, Power Point, and Outlook.
- Capable of multi-tasking multiple projects and clients received via mail, e-mail, fax, and telephone.
- Able to maintain composure during difficult customer interactions.
Timeline
Member Service Representative
PenFed Credit Union
03.2022 - 04.2025
HFC Performance Rep I
Cox Communications
09.2020 - 11.2022
Technical Support Rep
Cox Communications
07.2017 - 09.2020
Sr Specialist Customer Care
First National Bank Omaha
07.2016 - 07.2017
Business Support Agent
PayPal
06.2013 - 04.2016
Member Service Representative
Inflection
10.2011 - 06.2013
Customer Service Representative
Pay Flex
04.2009 - 10.2011
Bachelor of Science - Computer Science
Peru State College
High School Diploma -
Bellevue East H.S
Similar Profiles
Desiree C. WardDesiree C. Ward
DSS II (Collections Counselor) at PenFed Credit UnionDSS II (Collections Counselor) at PenFed Credit Union
Ximan ChenXiman Chen
Senior Data Scientist at PenFed Credit UnionSenior Data Scientist at PenFed Credit Union
Joseph LovrekJoseph Lovrek
Area Sales Manager Entire Southern Division & Guam at PenFed Credit UnionArea Sales Manager Entire Southern Division & Guam at PenFed Credit Union
Aryanna JohnsonAryanna Johnson
Phlebotomist at American Red CrossPhlebotomist at American Red Cross
Jessica PayneJessica Payne
Administrative Assistant at CRL CorporationAdministrative Assistant at CRL Corporation