Windy L. Immer
Independence,USA
Summary
Dynamic professional with strong interpersonal and communication skills, dedicated to improving customer interactions and promoting team collaboration. Proven ability to prioritize tasks while handling multiple responsibilities in fast-paced environments. Eager to use adaptability and customer service experience in a challenging role that encourages growth and innovation. Committed to using skills to drive team success and exceed organizational goals.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Customer Engagement Representative
Petco
03.2025 - Current
- Greets customers by name and displays respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Assisted with training and mentoring new team members.
- Served on the warehouse side and places new inventory on the shelves.
- Opening and closing responsibilities.
- Performs cash register function and aids in customer engagement.
- Resolved customer inquiries and complaints, ensuring timely and satisfactory resolutions.
- Educated customers on pet care products and services to promote informed purchasing decisions.
- Collaborated with team members to maintain a clean, organized, and welcoming store environment.
- Developed strategies for upselling products based on customer needs and preferences.
Immigration Service Officer 1
USCIS-DHS
10.2024 - 08.2025
- Working knowledge & usage of government equipment and propriety software
- Grant or deny complex applications and petitions for immigration benefits.
- Accurately completed over 500 immigration
- Knowledge of paper and electronic applications and petitions.
- Research and interpret sources including immigration laws and regulations.
- Operating instructions, legislative history, precedent decisions, state and local laws and treaties to determine adjudicative decisions.
- Plan and conduct independent research concerning the eligibility and entitlement of people seeking benefits, employment and/or legal status under the Immigration and Nationality Act (INA).
- Conduct file searches for aliases, dates of birth, and criminal behavior.
- Provide direct support and assistance to US Customs and Border Patrol Protection (CBP) and US Immigration and Customs Enforcement (ICE) personnel and officials of other federal agencies.
- FOIA trained.
- Referred cases to the fraud department.
General Clerk I
Brillient
02.2024 - 10.2024
- Proper handling and scanning of FOIA documents.
- Working knowledge & usage of RAILS, STACKS, ELIS, FIRST.
- Exceeded production and quality by over 400%.
- Auditing files.
- Document conversion & scanning.
- Transfers in/out files and physical interfiling.
- May perform data entry to update reports and databases.
- Process requests for files & Pick list reports.
- Loads and unloads boxes of files from trucks and shelves.
- Batch audit/electronic merging of files.
- Record management & Consolidation of files.
Retirement Specialist
Empower
09.2022 - 09.2023
- Call center responsibilities include helping resolve questions and concerns in a timely manner.
- Utilize multi-tasking and detail-oriented skill sets daily.
- Adhere to extremely strict privacy rules.
- Provide first line contact with customers, direct them to the appropriate department.
- Answer the phone to address customer questions and concerns.
- Assist customers with rolling over retirement funds in or out of their accounts.
- Assist customers with eligibility and withdrawals, account balance, loans.
- Provide step-by-step detailed instructions on hardship paperwork and provide timing of next back-office steps once the paperwork is submitted and in good order.
- Verify 2-step authentication for high-risk transactions over 26k.
- Attend meetings virtually and respond instantly within the organization with group chats and instant messaging tools.
- Send faxes, emails, and reorder 1099 R forms.
Insurance Office Manager
Farmers Insurance
11.2021 - 08.2022
- As Office Manager, performed managerial duties, including opening/closing procedures and ordering supplies.
- Scheduled meetings as well as one-on-one meetings for insurance review.
- Utilized knowledge of multiple systems and cross-referenced information on different platforms.
- First line of contact with customers over the phone and in person.
- Answered insurance questions and concerns while providing quotes to the customers either on the spot or within 24 hours.
- Helped customers on insurance decisions that met their goals.
- Assisted customers with payments and provided gentle reminders of outstanding balances due.
- Actively brought leads to the company via word of mouth, recruiting leads and walk-ins.
- Licensed in Missouri and Kansas with property and casualty and life licensing.
- Attended staff meetings and was active in monthly chamber meetings representing the company.
- Respected the privacy of the individual credit score and personal information.
Customer Service Associate II
Mid-Continent Public Library
05.1987 - 07.2020
- Over 30 years of tenure.
- Supported customer service goals, enhanced relations through friendly, knowledgeable, positive communication and research.
- Daily duties included both back-office tasks as well as front desk interaction.
- Worked with a diverse population using exceptional interpersonal skills.
- Trained customers as well as staff on new technology and skills.
- Facilitated and ran a teen advisory board
- Performed tasks such as administering, checking materials inflow and outflow, maintaining and training others on databases, helping with special engagements, answering questions via phone, in and in person.
- Research reference questions.
- Provided outstanding attention to detail and oversight, particularly to shelving and retrieving materials for the fulfillment and return of inter-library and interlibrary loan requests.
- Delivered fast, respectful, and service for routine inquiries and to service complaints.
- Solved problems and proposed solutions using extensive teamwork skills through committee meetings to troubleshoot and create documents for training, as well as policies and procedures.
- Scheduled and created outreach programs for the community and Teen liaison coordinator for the community.
- Served on a senior citizen outreach committee.
- Gather information using document review, electronic systems, interviews, etc. to answer reference queries.
- Trained staff in customer service concepts.
- Addressed inquiries and resolved customer issues.
- Strict privacy adherence to protect the identity of the customer.
- Managed and developed customer relations.
- Provided direct assistance to personnel of state, local and federal agencies regarding information queries, as well as the public.
- Developed supporting documentation for problems when they have arisen and recommended ideas for an appropriate resolution.
- Found and notified appropriate departments concerning problems with databases and catalog issues, Updated databases with the appropriate information.
- Analyzed problems, gathered pertinent data, and proposed solutions to improve processes.
- Solved problems and proposed solutions using extensive teamwork skills through committee meetings to troubleshoot and create documents for training, as well as policies and procedures.
- Lead in scheduling and creating, as well as organizing outreach programs for the community.
- Communicating clearly, both orally and in writing to provide excellent customer service internally and externally.
- Sorted materials, shelved material and checked to see that they were in the right location.
Education
Bachelor of Science with Honors -
Kaplan University
Skills
- Customer service expertise
- Basic computer proficiency
- Skilled in Microsoft Office tools
- Effective communication skills
- Warehouse operations expertise
- Strong organizational skills
- Monetary processing skills
- Clear interpersonal communication
- Goal-oriented and self-directed
- Leadership experience
- Collaborative teamwork
- Customer engagement
- Adaptability to change
- Inventory management
Certification
- Reiki 2 certified
- Emotion code certified
- Property and casualty licensed
- Life licensed
- Basic training completed for Department of Homeland Security, In South Carolina at the Federal Law Enforcement Training Center
Timeline
Customer Engagement Representative
Petco
03.2025 - Current
Immigration Service Officer 1
USCIS-DHS
10.2024 - 08.2025
General Clerk I
Brillient
02.2024 - 10.2024
Retirement Specialist
Empower
09.2022 - 09.2023
Insurance Office Manager
Farmers Insurance
11.2021 - 08.2022
Customer Service Associate II
Mid-Continent Public Library
05.1987 - 07.2020
Bachelor of Science with Honors -
Kaplan University
Other Relevant Work Experience
Owned and Operated Keep it Klean Laundromat May 2020 to Aug 2022
- Day to day operations
- Banking
- Worked on the machines to keep them up and running
- Customer interactions
- Started and ran laundry service that we would pick up and drop off laundry service
- Attended community outreach events on behalf of the business
Classic Pets Owner from Oct 1995 to Oct 1997
- Opening and Closing procedures
- Went to the wholesaler and picked out animals
- Front faced merchandise
- Customer Service
- Held classes on animal care, such as, freshwater fish 101, saltwater fish 101
- Accounting and Receivables
- Purchasing and Ordering
- Daily care of animals
- Backed by the USDA vet
- Worked with local animal shelter for small animals that were owner surrendered