Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Judith Greif

Sierra Vista

Summary

Dynamic Customer Service Executive with a proven track record at Bayview Asset Management, excelling in customer retention and satisfaction. Skilled in complaint handling and contract negotiation, I leverage strong problem-solving abilities and active listening to enhance client relationships, consistently delivering tailored solutions that drive loyalty and improve service quality.

Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.

Overview

8
8
years of professional experience

Work History

Customer Service Executive

Bayview Asset Management
01.2019 - 07.2022
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Implemented new protocols to optimize team performance and deliver consistent results.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Account Executive

J.D Melberg
07.2017 - 12.2018
  • Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
  • Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
  • Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
  • Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
  • Established long-lasting relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industries.
  • Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients.
  • Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
  • Streamlined account management processes for increased efficiency and improved client retention rates.
  • Developed detailed reports analyzing account performance data, providing valuable insights for future strategy adjustments or improvements.
  • Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
  • Collaborated with cross-functional teams to develop comprehensive marketing strategies, resulting in increased brand awareness and revenue growth.
  • Monitored industry trends and competition, adjusting sales strategies accordingly to maintain a competitive edge in the market.
  • Developed and maintained comprehensive understanding of competitive landscape to effectively position products and services.
  • Enhanced client satisfaction, conducting thorough needs assessments and delivering tailored solutions.
  • Successfully managed portfolio of high-value accounts, maintaining focus on customer satisfaction and account growth.

Hiring and Recruiting Manager

ScribeAmericaLLC
06.2016 - 06.2017
  • Reduced employee turnover rate by developing comprehensive onboarding programs for new hires.
  • Developed comprehensive reporting systems to track recruitment metrics, enabling data-driven decision-making and continuous process improvement.
  • Organized career fairs and networking events to increase community visibility and attract potential candidates from various industries and backgrounds.
  • Streamlined hiring processes by implementing efficient recruiting strategies and applicant tracking systems.
  • Managed high-volume recruitment projects while maintaining excellent candidate experiences throughout the hiring process, resulting in improved offer acceptance rates.
  • Improved time-to-fill ratios by optimizing job advertisements, leveraging social media platforms, and utilizing employee referral programs.
  • Maintained compliance with federal, state, and local employment laws throughout the entire hiring process, minimizing legal risks faced by the organization.
  • Collaborated with department heads to identify staffing needs and develop customized recruitment plans tailored to each team''s requirements.
  • Streamlined interview processes, enabling team to handle larger volume of interviews without compromising quality.
  • Negotiated with external agencies to reduce recruitment costs while maintaining quality of hires.
  • Coordinated with department heads to identify staffing needs and develop proactive recruitment strategies.
  • Established metrics and reporting systems to track and analyze recruitment performance, identifying areas for improvement.
  • Increased quality of candidates sourced by leveraging advanced sourcing techniques and tools.
  • Coached and mentored junior recruiters, providing guidance and support to enhance their skills and performance.
  • Enhanced team efficiency by streamlining recruitment processes, significantly reducing time to hire.
  • Implemented referral program that significantly increased number of high-quality referrals.
  • Enhanced employer branding through strategic social media campaigns, attracting wider pool of applicants.
  • Conducted detailed job analyses to ensure job descriptions accurately reflected roles, attracting more qualified candidates.
  • Facilitated team-building activities to strengthen collaboration and morale among recruiting team.

Customer Service Representative

UnitedHealth Group
08.2015 - 09.2016
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Customer Experience Sales Floor Associate

Walmart
01.2015 - 07.2015
  • Contributed to the achievement of store sales goals through consistent delivery of exceptional customer service.
  • Worked closely with management to implement store policies consistently, leading to enhanced operational efficiency.
  • Demonstrated strong communication skills when interacting with diverse clientele, fostering an inclusive shopping environment.
  • Utilized effective time management strategies during peak hours, ensuring prompt attention for each individual shopper.
  • Proactively addressed potential safety hazards on the sales floor, contributing to a secure shopping environment for all guests.
  • Adapted quickly to changing store layouts and department assignments for seamless support across all areas as needed.
  • Resolved customer issues promptly and professionally, resulting in repeat business and positive feedback.
  • Collaborated with fellow associates to maintain accurate inventory levels and efficient merchandise presentation.
  • Assisted customers with locating desired items, providing knowledgeable guidance on product features and benefits.

Education

Associate of Arts - Psychology

Pima Community College
Tucson, AZ
05-2028

High School Diploma -

Mcat Highschool
Marana, AZ
05-2016

Skills

  • Team collaboration
  • Customer engagement
  • Customer relationship management
  • Complaint handling
  • Client engagement
  • Online chat and email
  • Contract negotiation
  • Call center experience
  • Customer needs assessment
  • Live chat support
  • Appointment coordination
  • Issue escalation
  • Satisfaction monitoring
  • Payment management
  • Technical support
  • Call control
  • Customer retention
  • Documentation and notes
  • Company policy adherence
  • Queue management
  • Customer outreach
  • Escalation control
  • Email management
  • Customer service
  • Problem-solving abilities
  • Understanding customer needs
  • Calm and professional under pressure
  • Quality control
  • Active listening
  • Administrative and office support
  • Problem resolution
  • Customer relations
  • Issue and complaint resolution
  • [Spanish] fluent

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Executive

Bayview Asset Management
01.2019 - 07.2022

Account Executive

J.D Melberg
07.2017 - 12.2018

Hiring and Recruiting Manager

ScribeAmericaLLC
06.2016 - 06.2017

Customer Service Representative

UnitedHealth Group
08.2015 - 09.2016

Customer Experience Sales Floor Associate

Walmart
01.2015 - 07.2015

Associate of Arts - Psychology

Pima Community College

High School Diploma -

Mcat Highschool

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Judith Greif