Fallon Arbuckle
Omaha,NE
Overview
26
26
years of professional experience
Work History
Customer Service Associate 1
Fiserv
Omaha, NE
10.2023 - 08.2024
- Assisted clients with credit card services at customer support center. Assisting card holders with basic needs and troubleshooting for credit card accounts. Soft phone skills and de-escalation skills.
- Maintained comprehensive knowledge of product offerings to provide informed recommendations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained a high level of product knowledge, providing accurate information to customers.
mec
Signify Health
Rapid City, SD
06.2023 - 11.2023
- Scheduled medical visits for home health care, coordinating with providers and patients.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
Production Supervisor
Alorica
Omaha, NE
11.2021 - 11.2022
- Managed opening and closing operations for the store. Monitored calls and agent metrics to ensure compliance with program standards. Coached agents, created action plans, provided full floor support, technical testing for site, managed customer feedback , as well as client feedback. Goal was to look for coaching opportunities to improve site/agent goals. Building knowledge based information and confidence dealing with customers. Using de-escalation to resolve issues.
- Supervised daily operations to ensure adherence to production schedules and quality standards.
- Trained and mentored staff on best practices for production efficiency and safety protocols.
- Implemented process improvements that enhanced workflow efficiency and reduced downtime.
- Conducted performance evaluations to identify training needs and promote career development.
- Collaborated with cross-functional teams to resolve production issues and optimize resource allocation.
- Monitored key performance indicators to assess productivity and drive continuous improvement initiatives.
- Led team meetings to communicate objectives, gather feedback, and foster a culture of accountability.
- Resolved issues quickly to maintain productivity goals.
- Oversaw employee training initiatives to ensure all team members were proficient in company procedures, safety regulations, and job-specific tasks.
- Mentored team members through regular feedback and performance evaluations, leading to professional growth and skill development.
- Managed team of 25 production associates, overseeing productive production processes and meeting all deadlines.
- Consistently met or exceeded production targets while maintaining strict quality standards, resulting in increased customer satisfaction.
- Coordinated with other departments to maintain smooth and efficient product flow.
- Prepared in advance for and addressed production problems, material deficits, equipment failures, and unavoidable delays.
- Evaluated team member performance regularly to identify and resolve productivity concerns.
- Coordinated cross-functional teams during new product launches to transition from design to manufacturing stages.
Inbound Customer Service Representative
Alorica
Omaha, NE
08.2019 - 11.2022
- Inbound calls dealing with first responders' phone service. Handled incoming customer calls efficiently. Answering questions and taking escalated calls. Assisted in the onboarding process for new trainees. Senior agent that is considered a SME which is the title of Supervisor's Assistant. Assist with call floor and all questions. Trained in technical support for overflow. Specialized in first net customer care, business line, AT&T tobr line, Firstnet sales support, and technical support. Multi trained to work all departments. Supported OJT for the first 2 weeks after training. Assist with questions in chat from agent and callbacks.
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Resolved customer inquiries using CRM software to track interactions and ensure timely follow-ups.
- Assisted in managing escalated issues, ensuring swift resolution to maintain customer satisfaction.
- Answered phone with friendly greeting to create a positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
Telemarketer
Dial America
Omaha, NE
12.2018 - 04.2019
- Conducted outbound sales for SiriusXM, engaging potential customers through calls and presentations. Processed inbound and outbound credit card applications, assisting customers with their inquiries and applications.
- Conducted outbound calls to promote products and services, enhancing customer engagement.
- Utilized CRM software to track interactions and manage customer data efficiently.
- Developed rapport with clients, ensuring a positive experience during sales conversations.
Stay at home mom/homemaker
Homemaker
Omaha, NE
04.2002 - 12.2018
- Stayed home and took care of all household, medical, and extracurricular activities.
Caterer
Qdoba Mexican Grill
Omaha, NE
09.2014 - 12.2014
- Prepared and set up catered lunch buffets, ensuring timely service and presentation.
- Coordinated catering events, ensuring timely delivery and high-quality food presentation.
- Collaborated with clients to customize menus based on dietary preferences and occasion themes.
- Managed inventory levels, optimizing ingredient usage and minimizing waste during events.
Living assistant
Martin Luther Homes
Omaha, NE
06.2000 - 04.2002
- Assisted adults with disabilities in home care. Helped them do everyday things like go to work, wash clothes, clean, take meds, public outings, and programs depending on individual disabilities.
Cashier/Customer Service
Hyvee stockyards
Omaha, NE
11.1998 - 02.2000
- Carry out, floral, cashier, cleaning, and stocking
Sales Associate
ShopKo
Omaha, NE
03.1998 - 01.1999
- Cleaned, folded clothes, vacuumed, put back items, answered called from customers
Education
High School Diploma -
Brysn Sr High School
Omaha05.2000
Skills
- Customer support (10 years)
- Salesforce
- Cold Calling (3 years)
- Call Center (10 years)
- Microsoft office (10 years)
- Technical support (4 years)
- Developmental Disabilities Experience (2 years)
- Telemarketing (10 years)
- Outbound Sales (3 years)
- Quality Assurance (1 year)
- Laundry (10 years)
- Customer Service (10 years)
- Sales Support (4 years)
Additional Information
I’m a very organized and orderly person. I can multi task proficiently. I’m a people person and very easy to talk to. I believe in good customer service. I believe in being punctual and doing what you say your going to do. I work well with others and I am a great leader and take initiative to reach beyond what’s asked.
Timeline
Customer Service Associate 1
Fiserv
10.2023 - 08.2024
mec
Signify Health
06.2023 - 11.2023
Production Supervisor
Alorica
11.2021 - 11.2022
Inbound Customer Service Representative
Alorica
08.2019 - 11.2022
Telemarketer
Dial America
12.2018 - 04.2019
Caterer
Qdoba Mexican Grill
09.2014 - 12.2014
Stay at home mom/homemaker
Homemaker
04.2002 - 12.2018
Living assistant
Martin Luther Homes
06.2000 - 04.2002
Cashier/Customer Service
Hyvee stockyards
11.1998 - 02.2000
Sales Associate
ShopKo
03.1998 - 01.1999
High School Diploma -
Brysn Sr High School