Effectively approach systemic performance problems to enhance team productivity and help associates boost customer loyalty with exceptional service. Knowledgeable about customer service practices and typical customer behaviors. Bringing 15+ years of customer service experience and enthusiasm for taking on new challenges in office setting.
Skills
Process Improvement
Team Building
Operational Improvement
Relationship Development
Budgets
Customer service
Problem Resolution
MS Office
Project Organization
Implementation support
Documentation skills
Application processing
Inbound and Outbound Calling
Complaint resolution
Strategic sales knowledge
Account management
Multi-line phone talent
Creative problem solving
Administrative support
Data Entry
Route dispatch
Stocking and replenishing
CRM
Recordkeeping strengths
Good listening skills
Order Entry
Scheduling
New Product Information
Customer Complaint Resolution
Customer Accounts Management
Product Knowledge
Quality Management
Returns Policy Understanding
Customer Service Excellence
Technical Support
Work History
07/2019 to 01/2020
Customer Service CoordinatorEthan Allen – West Des Moines, IA,
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Reviewed submitted documents to check compliance and enforce recordkeeping policies.
Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Exceeded customer expectations by 12%
03/2018 to 10/2018
Service CoordinatorKone Inc. – Oklahoma City, OK,
Developed productive working relationships with numerous community resources, including churches, schools, government agencies and charitable organizations.
Developed team communications and information for weekly meetings.
Increased operational efficiency by developing improved filing systems for confidential client records and reports.
Optimized supply levels to keep stock within ideal parameters for expected needs.
Organized ongoing maintenance schedules to boost system performance.
Monitored priorities and liaised between maintenance team and management, strategically delegating tasks to promote timely completion.
Created work schedules and set up training for 6 employees. Reviewed technical documentation to complete equipment maintenance and repair.
Reviewed technical documentation to complete equipment maintenance and repair.
Generated quote proposals and request for pricing from third party vendors.
05/2012 to 02/2018
Customer Service Account ManagerEaton Corporation – Hodges, SC,
Handled 120 calls per day to address customer inquiries and concerns.
Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
Identified prospect needs and developed appropriate responses along with information on suitable products and services.
Generated over 5 daily leads after contacting potential customers to educate them on equipment rentals.
Maximized business potential by providing excellent customer service and ensuring 30% client retention.
Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
Performed cold-calling and follow-ups with leads to secure new revenue.
Quoted prices, listed terms and included equipment rental information in customer estimates.
Set up appointments with potential and current customers to promote new products and services.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Education
Expected in 08/2010
Diploma: Cosmetology Lancaster Beauty College - Lancaster, CA, GPA:
Expected in 06/2005
Associate of General Studies: Business Economics Los Angeles Trade Community College Los Angeles - Los Angeles, CA, GPA:
Expected in 06/2002
General Education: General Education George Washington Preparatory High School - Los Angeles, CA, GPA:
Certifications
Microsoft Office (10+ years)
Microsoft Outlook (10+ years)
Microsoft Word (10+ years)
Time Management (8 years)
Detailing Experience (5 years)
Records Management (7 years)
Data Entry (10+ years)
Claims Processing (1 year)
Title Processing (1 year)
Project Planning (2 years)
Coordinator (2 years)
Account Management (6 years)
Invoicing (6 years)
Account Reconciliation (10+ years)
Proposal Writing (3 years)
Warranty (5 years)
Document Management
Accounts Payable
Willing to relocate: Anywhere
Additional Information
#readytowork
, Willing to relocate: Anywhere, Authorized to work in the US for any employer
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