Angel Schenck
HICKORY
Summary
Positive, upbeat customer service brings more than 20 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
LiveOps/ Independent Contractor/Duke Energy
01.2020 - Current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Support Specialist
Fiserv
06.2013 - 04.2020
- Trained new employees on procedures and policies to maximize team performance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Made outbound calls to obtain account information.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Set up and activated customer accounts.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Responded quickly to customer inquiries, needs and problems.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA05.2024
Skills
- Adaptive team player
- Conflict mediation
- CRM
- Problem Resolution
- Call Centers
- High-energy attitude
Certification
- Customer Service Representative Certificate Credit Card Services
- Received Customer Service The Top Performer Award in 2018
- Received Customer Service The Top Performer Award in 2017
- Received Customer Service Highly Effective Award in 2013
- Received Customer Service Most Improved Award in 2013
Timeline
Customer Service Specialist
LiveOps/ Independent Contractor/Duke Energy
01.2020 - Current
Customer Support Specialist
Fiserv
06.2013 - 04.2020
Bachelor of Science - Psychology
Liberty University
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