Alicia Nuernberger
Saint Charles
Summary
I am a detail oriented customer service/office administrative professional with 22+ years in the lawn and customer service industry.
Overview
21
21
years of professional experience
Work History
Office Support Specialist
Midwest Turf Managment/Turfmasters Brand
Edwardsville
01.2022 - Current
- Provide excellent customer service to resolve customer complaints in a timely manner.
- Handle inbound and outbound calls to assist customers with questions, concerns and payments
- Manage customer inquiries regarding billing discrepancies and payment issues
- Process billing statements for timely and accurate client invoicing
- Manage the customer service email account
- Follow up on service calls to ensure concerns have been addressed
- Coordinated inbound and outbound communications with customers regarding past due balances to facilitate timely payments
- Finalized sales during follow-up calls to enhance customer satisfaction
- Sent detailed service estimates to customers via email.
- Maintained detailed records of customer calls for future reference
- Accurately load sales into database
- Work with team members and managers to ensure high customer retention
- Managed daily deposit workflows, scanning and reconciling physical checks with digital records for accurate financial tracking
- Educated clients on lawn care techniques and service benefits.
- Call job applicants to set up interviews for the production mananger
- Post completed production work at the end of the day
Cashier
Dierbergs
Saint Charles
03.2020 - Current
- Processed and bagged customer transactions to enhance service speed and accuracy
- Maintain accurate cash drawer
- Assist
- customers with finding products in the store
- Process Refunds and exchanges
- Oversaw reconciliation and closing of cashier drawers to ensure financial accuracy
- Monitor self checkout stations to ensure merchandise is processed accurately to prevent revenue loss
- Train new cashiers
- Assist customers with finding products in the store
- Verify accurate lottery reports
- Promoted loyalty program and assisted customers with sign-ups to increase customer retention
Customer Care Coordinator
TruGreen
Saint Charles
06.2016 - 12.2021
- Resolved customer complaints through effective communication and problem-solving
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Handled inbound and outbound phone calls in a call center based environment
- Worked directly with branch managers and service managers across numerous states to handle customer escalation calls
- Managed all customer survey responses, ensuring every inquiry and potential issue was addressed
- Proactively managed low NPS scores by identifying causes and working on solutions to turn detractors to promoters
- Maintained detailed records of customer calls for future reference
- Educated clients on lawn care techniques and service benefits.
Customer Service Representative
Scott's Lawn Service
Saint Charles
02.2005 - 06.2016
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints through effective communication and problem-solving.
- Handled incoming phone inquiries to provide timely assistance and support to customers.
- Documented customer call details for reference and improved service delivery.
- Managed customer accounts to ensure timely payment of outstanding debts.
- Performed data entry for sales and leads into the computer system
- Educated clients on lawn care techniques and service benefits.
- Processed daily work orders and ensured accurate documentation of services rendered and products applied.
Education
Hazelwood Central High School
Florissant, MOSkills
- Customer service
- Data entry
- Billing management
- Call handling
- Complaint resolution
- Customer retention
- Workflow management
- Effective communication
- Problem solving
- Attention to detail
- Time management
- Scheduling appointments
- Account management
- Payment processing
- Dependable and responsible
Affiliations
- I enjoy sending time with my daughter
- I enjoy taking my dog on walks
- I enjoy seeing broadway shows
- Enjoy Spending time outdoors
References
References available upon request.
Timeline
Office Support Specialist
Midwest Turf Managment/Turfmasters Brand
01.2022 - Current
Cashier
Dierbergs
03.2020 - Current
Customer Care Coordinator
TruGreen
06.2016 - 12.2021
Customer Service Representative
Scott's Lawn Service
02.2005 - 06.2016
Hazelwood Central High School