ANGEL WERTZ
Carnegie
Summary
Adept at managing high-stress situations,
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
IBEX Global
12.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Call Center Representative
ConnectiveRx
09.2020 - 04.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Pharmacy Technician
GIANT EAGLE PHARMACY
10.2020 - 12.2020
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Cashier
TRAVEL CENTERS OF AMERICA
07.2017 - 10.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Call Center Representative
ICT Group
10.2011 - 04.2013
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
GED -
LOCK HAVEN HIGH SCHOOL
Lock Haven, PA03-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
Timeline
Customer Service Representative
IBEX Global
12.2023 - Current
Pharmacy Technician
GIANT EAGLE PHARMACY
10.2020 - 12.2020
Call Center Representative
ConnectiveRx
09.2020 - 04.2021
Cashier
TRAVEL CENTERS OF AMERICA
07.2017 - 10.2019
Call Center Representative
ICT Group
10.2011 - 04.2013
GED -
LOCK HAVEN HIGH SCHOOL
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