Nancy Neumeier
Galena
Summary
Dynamic customer service leader with a proven track record at Travel & Leisure, recognized for enhancing operational efficiency and resolving complex issues. Skilled in conflict resolution and employee training, I excel in fostering team collaboration and driving performance improvements, ensuring exceptional customer experiences and satisfaction.
Overview
22
22
years of professional experience
Work History
Team Lead
Travel & Leisure
09.2019 - Current
- Demonstrated excellent customer service skills by resolving customer complaints and concerns in a timely and efficient manner.
- Trained new employees on company policies and procedures.
- Developed and implemented new procedures to streamline the reservation process.
- Recognized by upper management for outstanding performance.
Case Specialist
Travel & Leisure
12.2017 - 09.2019
- Speaking with owners who have concerns about their ownership or have questions that need to be researched.
- Looking at all areas of an account to assist the best way possible with booking, questions, or overall benefits of their vacation ownership.
Vacation Planner
Travel & Leisure
05.2017 - 11.2017
- Assist owners with getting them on the vacation of their dreams.
- Advising owners of the options they have in utilizing their account to their advantage.
Credit Card Customer Service Representative
Chase Bank
Springfield
12.2012 - 10.2016
- Speaking with card members who have questions regarding their bill.
- Processing balance transfers, taking credit card payments, and discussing options to cater to their needs.
- Assisted customers with credit card inquiries and account management.
- Resolved billing issues and disputes for cardholders effectively.
- Educated customers on card benefits, features, and usage guidelines.
- Maintained up-to-date knowledge of Chase Bank policies and procedures.
- Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.
- Performed research on complex customer requests utilizing available resources such as online databases or internal systems.
- Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
- Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
- Verified accuracy of customer information in order to ensure proper account management.
- Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
- Educated customers about their rights with regard to billing disputes and fraud protection services.
Vacation Guide
Silverleaf Resorts
Kimberling City
10.2008 - 10.2011
- Provided detailed information on local culture, history, and attractions to guests.
- Trained new guides on safety protocols and customer service best practices.
- Resolved guest inquiries and concerns promptly to ensure satisfaction during tours.
- Maintained knowledge of seasonal trends and updates in travel destinations.
- Guided tourists to popular destinations while providing them with information about local culture, customs, attractions, and landmarks.
- Advised travelers on best routes to take, places to visit and restaurants to dine at for a memorable experience.
Customer Service Manager
Wal-Mart Supercenter
Delavan
05.2004 - 10.2006
- Managed customer service team to ensure high-quality support and satisfaction.
- Developed training programs to enhance staff skills and product knowledge.
- Resolved customer complaints effectively to maintain store reputation and loyalty.
- Implemented new service protocols to streamline operations and improve efficiency.
- Coordinated scheduling to ensure adequate coverage during peak hours and events.
- Collaborated with management on initiatives to enhance overall customer experience.
- Oversaw inventory management processes related to customer service needs and inquiries.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Education
Master's Degree - Business Administration
University of Phoenix
Phoenix, AZ01.2020
Bachelor's Degree - Business Management
University of Phoenix
Phoenix, AZ01.2018
Associates degree - Business Finance
University of Phoenix
Phoenix, AZ01.2014
Skills
- Self-motivated
- Conflict resolution
- Strong verbal communication
- Powerful negotiator
- Staff development
- Extremely organized
- Clerical support
- Report writing
- Employee training
- Process improvement
- Team leadership
- Performance evaluation
- Effective communication
- Problem solving
- Time management
- Active listening
- Adaptable thinking
- Decision making
- Critical thinking
- Program development
- Performance improvement
- Attention to detail
- Complaint resolution
- Employee engagement
- Employee evaluation
- Relationship building
- Customer focus
- Diversity and inclusion
- Coaching and mentoring
- Performance monitoring
- Team motivation
- Analytical thinking
- SMART goals
- Evaluating employee work
- Team building
- Teamwork and collaboration
- Cash handling
- Coaching
- Overseeing daily activities
- Verbal and written communication
- Performance evaluations
Timeline
Team Lead
Travel & Leisure
09.2019 - Current
Case Specialist
Travel & Leisure
12.2017 - 09.2019
Vacation Planner
Travel & Leisure
05.2017 - 11.2017
Credit Card Customer Service Representative
Chase Bank
12.2012 - 10.2016
Vacation Guide
Silverleaf Resorts
10.2008 - 10.2011
Customer Service Manager
Wal-Mart Supercenter
05.2004 - 10.2006
Master's Degree - Business Administration
University of Phoenix
Bachelor's Degree - Business Management
University of Phoenix
Associates degree - Business Finance
University of Phoenix