Friendly and seasoned customer service lead with background in providing advice on diverse customer situations. Hard working and energetic with more than 7 years supporting dynamic companies in fast-paced markets. Offering accomplished background in operations leadership, project management, service, analytics and sales. Excels in revealing customer needs and delivering solutions.
Strong organizational skills
Solid communication skills
Strong work ethic Strong interpersonal skills
Strong interpersonal skills
Meticulous attention to detail
Focused on customer satisfaction
Led cross-functional teams to analyze and understand the operational impacts and opportunities of improvement. Tracked, analyzed and interpreted trends in customer, supply and sales data. Conducted activity-based analysis of business processes and made recommendations based on the findings. Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient. Manipulated data using pivot tables, pivot charts and macros. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Trained new employees on company customer service policies and service level standards.
Established production schedules, communicated project status, and delivered status reports for budgeting and planning purposes to stakeholders. Developed contingency plans and alternative solutions for all projects. Collaborated with cross-functional teams to draft project schedules and plans. Monitored team progress and enforced deadlines. Served as the single point of contact for project scheduling and changes. Coordinated marketing collateral and activities for sales meetings, trade shows and company executives. Developed new analytics tool to allow senior management to understand the impact of each project.
Collaborated with other account managers to prepare and deliver performance updates and quarterly business reviews. Answered customers' questions about products prices, availability, uses and credit terms. Worked closely with company executives to identify new business opportunities, securing Mass Market and Super Store opportunities. Delivered exceptional account service to strengthen customer loyalty.
Identified prospective customers using lead generating methods and performing cold calls. Developed tool to track and monitor sales bid opportunities, deals in progress and finished contracts. Managed organization's largest region and performed full sales cycle duties. Mentored, coached and trained new team members. Identified inefficiencies and made recommendations for process improvements.
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