CUSTOMER SUPPORT & ORDER, PROCESSING/INSIDE SALES REP Resume Example
I am a professional seeking an exciting and challenging career that will utilize my customer service skills and experience in building strong team environments that offer better solutions to handle clients' needs, and to fulfill their requests to their complete satisfaction. Experienced customer service professional with over 20 years of experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with highly organized nature and solid history of improving customer satisfaction and recapturing lost customers. Trained in local and federal regulations and customer service best practices. Proficient Office and Excel user. Cheerful and upbeat Customer Service professional with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Technologically-savvy manager with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions.
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- Provided primary customer support to internal and external customers.
- Processed orders and answered customers calls, emails and web chats.
- Served as a liaison and performed service, sales and marketing tasks to increase sales.
- Handled inbound sales requests from customers, distributors, and NKK representative's request for book pricing, availability of product, lead time, shipping and tracking information.
- Reviewed customer issues and confers with other department for resolution.
- Resolved 90% of issues with first call and escalated more complex issues to obtain necessary customer support.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Shared detailed information regarding product options to help customers make decisions.
- Responded quickly to customer inquiries, needs and problems.
- Managed assigned cases in Sales Force and Exostar.
- Process customer information and requests in SAP.
- Responded to customer requests via telephone and email.
- Copied, logged and scanned supporting documentation.
- Verified data integrity and accuracy.
- Documented and provided feedback on process issues and errors in order to support root cause corrective actions and eliminate future issues.
- Collaborated with internal Honeywell resources to provide the best customer Solution Provided support to leadership team as necessary.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Created agendas and communication materials for team meetings.
- Provides quality customer service while addressing multiple customer interactions simultaneously through e-commerce channels such as web chat.
- Consistently demonstrates superior customer service by combining sales, product and other skills training to meet or exceed customer expectations.
- Actively participates in Company's quality initiative and supports continuous improvement by identifying and suggesting process improvements.
- Addresses customer feedback regarding e-commerce customer experience by escalating through appropriate business channels.
- Meets quantitative and qualitative expectations set forth by the Customer Service Manager in Business Objectives and Performance Drivers.
- Builds strong customer relationships, loyalty, and retention by delivering WOW Customer Service through various Grainger channels.
- Improved operations by working with team members and customers to find workable solutions.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Supervise 15 - 30 employees in Call Center Environment Handle all Case Management and Status Escalation Issues Work with Upper Management on Company Growth Plans Train case management new hires on systems and processes Coach employees on effective call handling and process adherence Receive and Process loan or cash advance applications for cases involving automobile accidents Inbound and Outbound calls to Plaintiffs and Attorneys to discuss case and required documents in order to process their loans or cash advances Prepare Case File with police report, complaint, medical documents, and defendants' insurance and submit to Underwriter.
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Resume Overview
School Attended
- University of Arizona
- Kaplan College
Job Titles Held:
- CUSTOMER SUPPORT & ORDER, PROCESSING/INSIDE SALES REP
- REPRESENTATIVE II CUSTOMER SUPPORT
- SENIOR CUSTOMER EXPERIENCE REPRESENTATIVE
- CALL CENTER SUPERVISOR
Degrees
- Some College (No Degree)
Some College (No Degree)
