Customer Service Sales

**** ******** ** ***** 757-***-****

Email:

Raleigh, NC 27604 **************@*****.***

Tiffany M. Keyes

Profile 13 years of successful experience in Consumer Services and Support for

Internal and External clients, with recognized strengths in multi-tasking,

detail orientation, problem-solving, and planning /implementing proactive

procedures to avoid complexity of arising issues.

Excellent event and meeting organizing skills

Ability to train, delegate and manage processes and procedures.

Readily accepts challenges with meeting or exceeding most business

objectives.

Ability to foster teamwork, motivates others, and can assist with coaching

and development of others as well.

Hands on knowledge include proficiency with Microsoft Office XP, Windows

2000, PowerPoint, Outlook, Publisher, Internet Explorer, Microsoft Word, and

Intermediate level experience with Excel.

Objective Establishing a position where the company's vision, goals and values align

with my personal and professional skills to allow me to exercise and utilize

my leadership skills and business knowledge to reach corporate and personal

growth.

Employment March 2008- March 2013 Burt's Bees Inc Durham, NC

International Sales Operations Coordinator

Managed International Order Forms for Subsidiaries and Distributors

Supported International Sales and Marketing Teams with sales materials for 5

global regions

Executed the logistics with On-boarding training for International New Hires

and Annual Sales meetings

Provided Admin support to the International Sales Planning Manager, New

Market Launch Manager and Sales V.P.

Developed and managed the process and distribution of Sales Samples

Developed and managed product communication materials for the International

Sales Field

Established and maintained cross functional relationships with teams such as

Regulatory, Project Management, Customer Service and Distribution.

Established and maintained external vendor relationships.

Processed expense reports, handled budgeting of meeting catering and

gifting, completed hotel and vendor contracts.

March 2008-Feburary 2010

Consumer Care Relations Specialist

The first point of contact for Burt's Bees Consumers

Resolve issues relating to Consumer dissatisfaction with products

Consistently benchmarked to review and analyze industry trends. Present

findings and recommend actions to management

Recommend new processes to ensure consistent improvement for consumer

satisfaction

Lead improvement projects and was the Lead on the implementation of

outsourcing consumer care transition to an outside vendor

Developed training materials and assisted with quality review of the

National Product Training

Trained outsourced vendor teams on history, ingredient and products of the

company

Managed Ingredient responses aligning with R&D and Regulatory departments to

ensure accuracy of product information

Participated in many small task force teams to ensure communication and

procedures aligned with best practices for the Consumer Care Department

Feb 2007-Dec 2007 DLO/Office Team Durham, NC

Consumer Relations Specialist

Provided customers with product knowledge and technical support.

Assisted colleagues with Consumer Support techniques and training.

Processed orders, returns and refunds.

Managed company's credit card charge backs and write-offs.

Fulfilled consumer product requests via phone, fax and email.

Handled UPS claims and investigations for missing consumer products.

Maintained consumer complaint files.

Responsible for inbound/outbound customer service hotline.

Apr 2002- Feb 2007 APAC Customer Services Inc Newport News, VA

Quality Advisor

Used investigative skills to locate missing parcels by using good judgment,

and skills provided within job requirements.

Handled escalated calls with a professional manner in resolving issues with

lost parcels and the claims issuing process.

Spoke with clients to resolve delivery issues, provided follow-up calls

verifying receipt of package deliveries.

Used helpdesk skills to answer client's questions, as well as educated

clients on company's policies and procedures with various delivery options

and process.

Implemented various tasks in assuring clients were receiving a very

professional customer service experience.

Revised agents work on a quality basis, corrected and reviewed with agents

while providing coaching and mentoring.

Education

Dec 2010 CAI Training Raleigh, NC

Received Team Lead Certification

Current Walden University Des Moines, IA/Online

Currently Pursing Bachelor's Degree in Business Management

Current GPA 3.5

1996-2000 Bethel High School Hampton, VA

High School Diploma

Earned Hampton Sealed Diploma

Business Curriculum/General Studies

Graduated in top 100 of the class

Awards Triple S Award Winner Sept 2009

Triple S Award Winner Sept 2010

Burt's Bees Greater Good Award Nomination 2009

Certificate of Excellence Award 2010

References Available Upon Request

Contact this candidate