Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Cathy Pfeffer

Elkhorn

Summary

Dynamic Client Service Consultant with a proven track record at Brinker Capital, excelling in conflict resolution and process improvement. Adept at enhancing customer satisfaction through effective communication and technical support. Recognized for developing training materials that elevated service standards, fostering strong client relationships, and driving operational efficiency. Customer-focused Client Service Consultant with many years of experience. Successful at maintain personal accounts and relationships while increasing sales. Adept at conflict management with a fantastic memory for details.

Overview

17
17
years of professional experience

Work History

Client Service Consultant

Brinker Capital
Omaha
12.2023 - Current
  • Managed escalations from clients effectively by following established protocols.
  • Provided prompt, accurate and courteous customer service to clients.
  • Identified opportunities for improvement in customer service processes.
  • Coordinated with other departments to ensure timely resolution of customer requests.
  • Provided technical support to customers through phone, email or online chat sessions.
  • Assisted clients with inquiries regarding account status and transactions.
  • Resolved client issues in a timely manner while maintaining excellent customer relations.
  • Facilitated communication between internal departments when resolving complex customer queries.
  • Analyzed customer complaints in order to identify potential causes of dissatisfaction.
  • Developed training materials related to customer service standards and practices.
  • Participated in team meetings to discuss new initiatives and strategies for providing excellent client service.
  • Cultivated and strengthened relationships between customer and company in order to promote brand and grow loyalty.
  • Answered customer concerns with knowledgeable responses and solved problems quickly to maintain satisfaction.
  • Entered new and updated information into customer accounts.
  • Answered phone calls and routed clients to departments.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.

Lead Consultant

CLS Investments
Omaha
04.2022 - 12.2023
  • Handled customer inquiries and complaints in a professional manner.
  • Developed and implemented customer service policies and procedures to improve quality of customer experience.
  • Maintained accurate records of customer interactions and transactions.
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Provided expertise on product knowledge, services, policies and procedures to customers.
  • Coordinated with other departments to resolve customer issues efficiently.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Directed customer service staff activities, including training, coaching and performance management.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Consulted with customers regarding needs and addressed concerns.

Customer Service Representative

CLS Investments
Omaha
02.2019 - 04.2022
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed positive relationships with customers through friendly interactions.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved customer complaints promptly and efficiently.
  • Answered customer inquiries via phone, email, and chat.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Business Owner

Shred Pros LLC
Omaha
01.2008 - 03.2019
  • Established strong relationships with vendors to ensure quality products at competitive prices.
  • Identified and recruited staff members, including managers and sales personnel.
  • Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
  • Ensured compliance with all local laws and regulations related to the business operations.
  • Negotiated contracts with vendors for supplies and services.
  • Participated in trade shows, conventions, and other events related to industry promotion.
  • Oversaw daily operations of the business and provided guidance when needed.
  • Analyzed competitor's pricing and product offerings in order to remain competitive within the market.
  • Resolved conflicts between employees or customers in a timely manner.
  • Managed inventory levels to meet customer demand while minimizing costs.
  • Scheduled maintenance activities for equipment used by the business.
  • Initiated cost-cutting measures when necessary without sacrificing quality of products or services.
  • Created a customer service policy to ensure customers were satisfied with products or services.
  • Kept records for production, inventory, income, and expenses.
  • Managed operations budgeting, accounts payable, and accounts receivable and payroll.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Resolved issues quickly through meticulous research and quick decision-making.

Education

High School Diploma -

Omaha South High School
Omaha, NE
05-1989

Some College (No Degree) - Law

University of Nebraska At Omaha
Omaha, NE

Skills

  • Customer service
  • Technical support
  • Conflict resolution
  • Process improvement
  • Customer relationship management
  • Record keeping
  • Training development
  • Problem solving
  • Time management
  • Team leadership
  • Credit card processing expert
  • Certified client service specialist
  • Payment processing
  • Sales support
  • Client onboarding
  • Communication skills
  • Intuit QuickBooks enterprise solutions proficiency
  • Customer support
  • Payment reminders
  • Complaint handling
  • Order processing
  • Meeting deadlines
  • Customer focus
  • Outbound calling
  • Account management
  • Call center experience
  • File management
  • Follow-up skills
  • System documentation
  • Microsoft office
  • Account updates
  • Service upsells

References

References available upon request.

Timeline

Client Service Consultant

Brinker Capital
12.2023 - Current

Lead Consultant

CLS Investments
04.2022 - 12.2023

Customer Service Representative

CLS Investments
02.2019 - 04.2022

Business Owner

Shred Pros LLC
01.2008 - 03.2019

High School Diploma -

Omaha South High School

Some College (No Degree) - Law

University of Nebraska At Omaha

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Cathy Pfeffer