Customer Service
Resume:
BARBARA J. STOKES
Pleasantville, IA 50225 adfz96@r.postjobfree.com Cell: 515-***-**** PROFESSIONAL SUMMARY
Energetic and self-motivated professional with a reputation for providing excellent customer service. Demonstrated ability in building relationships with outside vendors that proved beneficial to the staff while responding quickly to the customer’s needs. Significant strengths include:
• Organized and detail oriented
• Deadline driven with multiple tasks
• Flexible team player
• Accommodating and compassionate
PROFESSIONAL EXPERIENCE
MURPHY’S PLATE, Pleasantville, IA
Self Employed Business Owner November 2018 – Current Coordinate the preparation, delivery and presentation of food for clients for catering events and publish a weekly Meals To Go menu.
• Shop, prepare, deliver and set up food at client’s location - serve if hired to do so
• Shop, prepare and package meals to go for customers to pick up. FULFILLMENT, MEREDITH CORPORATON, Des Moines, IA
Sr. Customer Service Manager June 2018 – November 2018 Customer Service Manager December 2016 – Current
Handle customer inquiries relating to their account, billing questions, address changes and complaints thru phone calls and emails. Calm angry customers to repair trust and resolve problems.
• Voice of Customer Service for Meredith. Assist customers with account information, cancellations, refunds, change address, remove from database, back issues and public relations.
• Manage Meredith Customer Service emails – answer emails daily to cancel/refund subscriptions, change address and answer general account questions.
• Manage Paypal emails – answer emails daily to refund/cancel subscriptions, cancel auto- renewal/refund and answer general account questions. Depending on when titles auto- renew, I can have 500+ emails to answer, refund the customer and respond to them.
• Manage Posh Coloring Studio/BH&G Insider customer service – cancel/refund customer accounts and answer general questions about the services.
• Assist the legal team to resolve customer complaints with monetary or service issues. INTEGRATED MARKETING, MEREDITH CORPORATION, Des Moines, IA Product Manager 2009 - 2016
Liaison between Meredith Producers and Lowe’s Product Marketing Managers to assure all Lowe’s products are approved to feature in projects for both web and print.
• Developed FileMaker system used to submit all selected products for approval to be featured in Lowe’s Creative Ideas to Lowe’s marketing. Report approvals/denials to Meredith Producers.
• Track all products purchased from Lowe’s for use in Lowe’s Publications. Prepare shipment of items to be sent to Salvage.
• Proof final product to ensure all items featured are approved and can be included in the magazine before going to printer.
• Manage a staff of one full-time employee and a freelancer as needed.
• Assist Producers with photo shoots – deliver/pickup props from shoot, prop shopping.
• Savannah College of Art and Design Project – Ordered all materials for construction of kitchen. Shopped for all materials needed for contractor, which required travel to Savannah, purchased appliances, coordinated deliveries for all products. Present for photo shoot to assist producer and return of products.
COUNTRY HOME MAGAZINE, MEREDITH CORPORATION, Des Moines, IA 1996-2009 Editorial Assistant - Products 2008-2009
Managed logistics of 2008 Kitchen and Bath Industry Show project. Ordered products to be photographed for each magazine issue, provided customer service to readers both by phone and email. Balanced FedEx report monthly.
• Organized and implemented notebook for 2008 Kitchen and Bath Industry Show. Traveled to site to set up booth and acted as ambassador for Country Home during the show.
• Developed and implemented a new form to effectively track products being shipped in for photo shoots. Location of products were known at all times which streamlined the process.
• Known as “voice” of Country Home magazine to readers and outside vendors and was considered very resourceful by staff members. Initiated search for substitute products when primary was not available.
• Effectively tracked FedEx costs. Suggested to staff less expensive ways to ship products. Plan was implemented and hundreds of dollars were saved each month.
• Willingly performed duties of Administrative Assistant while Country Home was in transition. Prepared invoices for payment and made travel arrangements for staff.
• Received “Bright Idea Award”. Presented plan to offer sale of unmoving products. Upon implementation, several thousand dollars in revenue was generated. COUNTRY HOME MAGAZINE, MEREDITH CORPORATION, Des Moines, IA Editorial Assistant - Secretary 2007-2008
Managed logistics of Portland Show House and 2007 Kitchen and Bath Industry Show. Ordered products to be photographed for each magazine issue, provided customer service to readers by email and telephone.
• Organized and implemented notebook for Portland Show House to ensure hundreds of products were ordered, delivered and returned in a timely manner. Traveled to site to return products at the conclusion of the show. The house was toured by thousands of people.
• Organized and implemented notebook for 2007 Kitchen and Bath Industry Show. Traveled to site to tear down booth and return products.
• Recognized throughout organization for resourcefulness and problem solving skills. COUNTRY HOME MAGAZINE, MEREDITH CORPORATION, Des Moines, IA Office Assistant, Temporary Part-time 2005-2007
Integral part in the Be Creative New York Festival project. Assisted Editors in the home and food department. Coordinated photo studio space and shipment of merchandise and other aspects of prop management as assigned. Assumed duties for art coordinator and administrative assistants in their absences.
• Coordinated the sale and silent auction for Be Creative New York, soliciting donations from companies to benefit the City Parks Foundation. Collaborated with marketing group to ensure all items arrived on time and that the companies received the correct sourcing information.
• Efficiently performed the art coordinator’s duties in her absence by learning the Digital Asset Management system. Scheduled photo shoots for future stories to be published in the magazine.
• Performed all duties quickly, efficiently, and professionally. MEREDITH CORPORATION, Des Moines, IA
Freelance – Self-employed 1996-2005
Provided clerical support for Country Home magazine by organizing and implementing a catalog filing system for over 3,000 companies. Provided customer service and assisted editors with Gift Guide. Edited index of several garden and Do It Yourself books for Meredith Books.
• Created folders and labels for filing system and was responsible for filing new catalogs.
• Demonstrated excellent customer service by obtaining information needed to answer their questions and quickly responded.
• Contacted many companies to ask for film of products specified by the editors.
• Assisted book editors by ensuring accuracy of material listed in indexes and checked for spelling errors.
DES MOINES PUBLIC SCHOOLS 1993-1995
Secretary, Hanawalt Elementary
Provided secretarial support to the Principal. Assisted staff, parents and students on a daily basis. Responded to health needs for students in the absence of the nurse.
• Responsible daily for attendance, lunch count, and phone.
• Worked with principal with budget reports.
• Administered medication when needed.
EDUCATION
Des Moines Area Community College, Ankeny, IA
Grandview College – Mercy School of Nursing, Des Moines, IA University of Northern Iowa, Cedar Falls, IA
TECHNICAL / COMPUTER SKILLS
Macintosh OS X; Word, Excel, Outlook; Adobe Acrobat COMMUNITY ACTIVITIES
Country Home Captain for United Way Campaign, 2008 Captain for Rebuilding Together Project, 2008, Team Member 2009, Team Member 2010 Children & Families of Iowa –organized work group to adopt a family, 2008, 2009, 2010 Avon Walk for Breast Cancer in The Rockies – 2011, LA – 2007, NY – 2004, Chicago - 2002
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