Vivian Wahlgren
Maricopa,AZ
Summary
With 20+ years of customer service and order management experience, this enthusiastic Senior Customer Service Representative is dedicated to adding value to businesses through exceptional customer service. The ability to engage customers and build strong relationships with buyers sets this candidate apart. Deep understanding of the company's customer service policies and well-trained in product knowledge allows for quick and accurate assistance to customers. Operating at a high level, consistently meeting or exceeding business quality and productivity standards.
Overview
16
16
years of professional experience
Work History
Sr Customer Service Representative
Grainger
01.2023 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Experience Representative ERMS
Grainger
04.2018 - 12.2019
- Assist customers with order placement and returns
- Assist customers by providing tracking information
- Do credit and rebills on orders placed on wrong account
- Assist customer with product search and getting them to the appropriate Technical Product Specialist as needed
- Assist with new account creation and payments as needed
- Assist team member with side by side’s
- Coach for new hire training class
- Increased repeat business with exceptional follow-up efforts that nurtured ongoing relationships with customers.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Customer Experience Representative Phone Channel
Grainger
09.2017 - 01.2019
- Assist customers with order placement and returns
- Assist customers by providing tracking information
- Do credit and rebills on orders placed on wrong account
- Assist customer with product search and getting them to the appropriate Technical Product Specialist as needed
- Assist with new account creation and payments as needed
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
Front End Customer Service Agent
Macys MCCS
01.2017 - 01.2018
- Assist Macy’s customer with processing payments
- Help customers understand issues with their Macy’ Store and American Express cards
- Work with customers to get issues involving their credit cards resolved
- Work as needed with upper management to give customers a positive experience
- Open cases for customers who have fraudulent activity on their accounts
Loss Prevention Detective / Front-end Coordinator
TJ Maxx / HomeGoods
01.2014 - 01.2017
- Assist with customer issues as they arise at the checkout
- Managed funds for the cashiers as needed
- Train new employees on front-end procedures and cash register
- Monitored CCTV for shoplifters
- Did monthly safety inspections
- Assist with training new Detectives on store policy and procedures
- Worked with management as needed for internal investigations
- Worked with Marmaxx’s National Taskforce for cases involving ORC groups
- Built cases and submitted to the police for shoplifters
- Monitored cash drawers in 5 checkout stations to verify adequate cash supply.
Customer Advisor
Adecco/Apple
01.2013 - 01.2014
- Assist customers with issues on iPhone, iPod and iPad
- Help Customers set up Apple ID, iCloud and iTunes
- Schedule appointments at the Genius Bar in Apple Stores
- Schedule repair and replacement of iPhone, iPad and iPods
- Assist customers with password recovery for Apple ID
Security Lead/Compliance Manager / Facility Security Officer
Advanced Acoustic Concepts (AAC)
01.2011 - 12.2011
- Company Overview: A FOCI mitigated (Security Control Agreement [SCA] and Proxy Agreement), joint venture between DRS Defense Solutions and Thales USA
- Responsible for leading all Security personnel at all AAC sites
- Directly responsible for identifying and mitigating existing issues and bringing all sites up to Government Security Committee (GSC) expected levels
- Directly responsible for reporting to the Government Security Committee
- Developed Plan of Action for AAC absorption as well as follow up reports
- Responsible for managing the Proxy Compliance Database
- Tracked metrics for approximately fifteen hundred (1,500) employees including initial, refresher and remedial Proxy, SCA and DoD briefings
- Participate in Contract Proposal efforts to ensure compliance with NISP/Proxy standards
- Assisted with the creation of the SIMS data base to incorporate all AAC assets
- Conducted Corporate Security Assistance Visits to all AAC and DRS DS locations
- Made recommendations to Security Leads and FSOs to improve the Proxy and SCA FOCI mitigation plans
- Conducted reviews of all DRS DS and AAC sites at least once a year directly contributing each site’s DSS annual rating
- Submitted and reviewed eFCL information for new FCLs and existing locations
- Responsible for training all employees
- Conducted training of all employees on the SCA, Proxy and SSA procedures
- Create and implement training program for AAC during merger with DRS Defense Solutions
- Conduct yearly refresher training for all employees
- Cross training any sister company employees as needed
- A FOCI mitigated (Security Control Agreement [SCA] and Proxy Agreement), joint venture between DRS Defense Solutions and Thales USA
Proxy Compliance Manager / Corporate Assistant Facility Security Officer (AFSO)
DRS – Defense Solutions (DRS DS)
01.2009 - 12.2011
- Company Overview: A FOCI mitigated company (Proxy Agreement)
- Processed Requests For Interaction (RFIs) for approval / denial
- Liaised with Proxy Board Members and Senior Executives to ensure accuracy of submissions and ease approval/denial process
- Developed key items for the Vice President of Security
- Included submissions for both the Proxy Board and the Government Security Committee
- Responsible for managing the Proxy Compliance Database
- Tracked metrics for approximately fifteen hundred (1,500) employees including initial, refresher and remedial Proxy and DoD briefings
- Participate in Contract Proposal efforts to ensure compliance with NISP/Proxy standards
- Conducted Corporate Security Assistance Visits to all AAC and DRS DS locations
- Made recommendations to Security Leads and FSOs to improve the Proxy and SCA FOCI mitigation plans
- Conducted reviews of all DRS DS and AAC sites at least once a year directly contributing each site’s DSS annual rating
- Assisted with the creation of the SIMS data base to incorporate all Corporate assets
- Submitted and reviewed eFCL information for new FCLs and existing locations
- Create and implement training program for all employees under the Proxy Agreement
- Create the phone and email auditing programs and train all FSO’s on procedures
- Train all new employees on Proxy and SSA agreements and procedures
- Cross train sister company employees as needed
- A FOCI mitigated company (Proxy Agreement)
Education
Bachelor of Science - Computer And Information Systems Security
Westwood
Lakewood, CO10-2012
Skills
- Customer Service Expertise
- Strong Verbal and Written Communication
- Managing Internal Compliance Investigations
- Client Engagement
- Customer Focus
- Compliance management
- Professional Development
- Confidential Data Management
Timeline
Sr Customer Service Representative
Grainger
01.2023 - Current
Customer Experience Representative ERMS
Grainger
04.2018 - 12.2019
Customer Experience Representative Phone Channel
Grainger
09.2017 - 01.2019
Front End Customer Service Agent
Macys MCCS
01.2017 - 01.2018
Loss Prevention Detective / Front-end Coordinator
TJ Maxx / HomeGoods
01.2014 - 01.2017
Customer Advisor
Adecco/Apple
01.2013 - 01.2014
Security Lead/Compliance Manager / Facility Security Officer
Advanced Acoustic Concepts (AAC)
01.2011 - 12.2011
Proxy Compliance Manager / Corporate Assistant Facility Security Officer (AFSO)
DRS – Defense Solutions (DRS DS)
01.2009 - 12.2011
Bachelor of Science - Computer And Information Systems Security
Westwood
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