Heidi Lauder

About Heidi Lauder

Could your business use a faster responding, more reliable, and more experienced…

Experience

1. Customer Service Representative Client Assistance Specialist Customer Development

   ADT

   Sep 2009 — Present · OH, US

   Convergys is a corporation based in Cincinnati, Ohio that sells customer management and information management products primarily to large corporations.As a customer service representative, my role within the organization was answering incoming phone calls, providing excellent customer service, conducting research, and having the ability to multi-task many different projects at once.My responsibilities were to retrieve customer information on computers, to calculate, adjust, and reduce bill, along with taking payments on the customers account. If there was a problem with their mobile phone, I would research the issue and go to another computer system to fix it.There was an issue that a customer had called in to find out why her bill was so high. The moment I had looked at her bill, I had realized what had happened. The customer had pro-rated charges on her bill and no one had explained to her what her first bill was going to have on it. So I told the customer, the reason her bill was so high, was there were pro-rated charges on it for the first month. She was upset and I told her I would get them taken off for her. The result, at the end of the phone call, the customer was pleased with the service that was provided and she told me that I was the best customer service representative she had. She told me that I stayed on the phone until the issue was resolved.The position prepared me for future positions by helping me learn how to provide great customer service to customers in the way of communication, as a result, I can now provide excellent customer service to everyone I come into contact with.

Skills

• Project Management
• Meeting Scheduling
• Conference Coordination
• Positive Work Environment
• Reporting & Analysis
• Customer Service
• Organizational Leadership
• Multi-Task & Handle High-Volume Workloads
• Office Administration
• Employee Relations
• Professional Responsibility
• Project Planning
• Information Management
• File Management
• Microsoft Word
• Interview Preparation
• Data Entry
• Business Process Improvement
• System Administration
• Continuous Improvement
• High Level of Accuracy
• Global Sourcing
• Client Confidentiality
• Information Technology
• Materials Management
• Organizational Effectiveness
• Invoice Processing
• Typing
• Confidentiality
• Powerpoint
• Microsoft Excel
• Document Review
• Program Management
• Strategic Sourcing
• Research
• Public Speaking
• Handle Confidential Information
• Process Improvement
• Business Valuation
• Requirements Analysis