Customer Service Representative
Resume:
ESTHER
TAYLOR
ad36vn@r.postjobfree.com
Knowledgeable and dedicated customer service professional with extensive experience in Manufacturing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem- solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
PROFESSIONAL SUMMARY
WH Brady - Customer Service Representative
Tijuana Baja California • 01/2006 - Current
WH BRADY - Quote Specialist
Tijuana Baja California • 04/2010 - 01/2014
WORK HISTORY
Handled customer inquiries and suggestions courteously and professionally.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Answered constant flow of customer calls with minimal wait times. Less than 3 seconds wait.
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Answered customer telephone calls promptly to avoid on-hold wait times. Out of 50 daily calls 95% customers want to buy directly on web site or Distributors turned to new leads, 25% of leads turn to sales.
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• Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Offered advice and assistance to customers, paying attention to special needs or wants.
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Clarified customer issues and determined root cause of problems to resolve product or service complaints.
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Participated in team meetings and training sessions to stay informed about product updates and changes.
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Provided primary customer support to internal and external customers.
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Developed customer service policies and procedures to meet and exceed industry service standards.
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Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
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Managed timely and effective replacement of damaged or missing products.
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Cross-trained and provided backup support for organizational leadership.
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• Cross-trained and backed up other customer service managers. Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
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SKILLS
• Active Listening
• Critical Thinking
• Staff Training
• Order Processing
• Delivery Scheduling
• Conflict Resolution
• Problem-Solving Ability
• Prioritization
• CRM Software
• Microsoft Excel
• Microsoft Word
Conalep Tijuana I
Tijuana Baja California • 06/1989
Associate in Electronics
Engineering Technology: Computer
Systems Analysis
EDUCATION
In Process National Certification
in the USA, Managing Service
Excellence.
•
National Certification in EC0217
Standard, 2012. (Instructor
and/or Trainer).
•
Completed Coursework: Standard
TS Certification Automotive
Customers, 2011
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• Completed APICS Module 1, 2013
Certification on Human
Resources Program at UABC
College, 2016.
•
Completed 1 Year of Computer
and Engineering from ITT
Technical Institute, Torrance
California.
•
Pioneer Speakers Metal Parts - Customer Service Supervisor Tijuana Baja California • 07/2002 - 08/2005
International Rectifier - Production Planner
El Segundo California • 03/1993 - 08/1999
Prepared bids and proposals to submit to clients and secure new business.
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Gathered data on materials, labor and equipment costs to determine total costs of projects.
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Collaborated with project managers and contractors to obtain necessary information for preparing cost estimates.
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Attended project meetings to provide updates and insights on project costs.
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Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
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Delivered consulting services to advise clients on cost-saving strategies and best practices.
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Coached employees through day-to-day work and complex problems.
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Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
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Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
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Conducted training and mentored team members to promote productivity and commitment to friendly service.
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Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
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Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
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Researched and corrected customer concerns to promote company loyalty.
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Created, prepared, and delivered reports to various departments.
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Monitored metrics and developed actionable insights to improve efficiency and performance.
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Led regular customer service meetings to review progress identify challenges and provide feedback.
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Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
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Interceded between employees during arguments and diffused tense situations.
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Worked directly with production personnel to resolve production scheduling issues and conflicts.
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Planned and established production schedules and optimized control levels for diversified manufacturing operations.
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Created production forecasting plans utilizing Excel spreadsheet tools and input from production and management teams.
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Developed production schedules according to deadlines for existing orders and sales forecasting.
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Worked with engineering, production and testing departments to implement corrective actions for missed milestones.
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Developed, released and monitored daily schedules to foster on-time completion of finished products.
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Customized SAP production planning and detailed scheduling tools to support factory production initiatives.
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Forecasted production schedules and adjusted plans to accommodate changes in demand.
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International Rectifier - Buyer Specialist
Tijuana Baja California • 02/1992 - 01/1993
International Rectifier - IT Technician
Tijuana Baja California • 01/1989 - 08/1991
Created and implemented tracking systems to monitor progress and meet deadlines.
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Monitored workload against supply base to assess capacity constraints and communicate potential risks and imbalances with stakeholders.
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Prepared periodic purchasing and supply reports, verifying supply and establishing professional connections with vendor representatives.
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Administered purchase order processes and placed orders as requested, streamlining ordering process and receipt organization for future reference.
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Analyzed bids, troubleshot discrepancies and performed other necessary purchasing functions, managing balanced budget and supporting customer satisfaction.
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Maintained appropriate inventory levels based on management direction and customer demand.
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Built long-term supplier relationships with vendors to establish quality and competitive pricing.
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Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
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Forecasted purchasing trends and improved merchandising strategies.
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• Developed and improved account relationships.
Tracked inventory shipments and prepared spreadsheets detailing item information.
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Collaborated with internal departments to better understand needs and determine purchasing requirements.
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• Maintained office PCs, networks and mobile devices.
• Monitored systems in operation and quickly troubleshot errors. Set up PCs, projectors and microphones for use in video conferencing rooms.
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Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
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Established, repaired and optimized networks by installing wiring, cabling and devices.
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Managed system-wide operating system and software
deployments as well as related software upgrade problems.
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Performed troubleshooting and repaired peripheral devices such as printers, scanners and computers.
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Explained technical information in clear terms to non-technical individuals to promote better understanding.
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Monitored server room, and other server infrastructure, keeping systems running smoothly.
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Configured systems according to prescribed software and hardware frameworks.
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Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
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Performed troubleshooting to correct computer hardware and software malfunctions.
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• Set up and maintained user accounts and client access. Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
LANGUAGES
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