Customer Service Training

AIMEE SCHROEDER

*** ********* ***** 678-***-****

Lakeside, Texas 76108 **************@*****.***

MISSION:

• To participate with a customer service and operations team for a company in such a way that ensures customers

are satisfied with products and services, increases revenues and profits, and supports team members to learn new

skills and grow professionally.

QUALIFICATIONS

• Plan/Manage Multi-faceted Projects • Design/Conduct Technical Training Programs

• Provide Personalized Customer Service • Electronic Catalog Editing

LEADERSHIP

WOODHARBOR CUSTOM CABINETRY, Mason City, Iowa 3/95 – 11/12

Catalog Editor, Cabinet Design Software (20-20 Technologies) (3/03 – 11/12)

• Electronic Catalog Editing: Reviewed, analyzed, and edited screen layouts of an electronic catalog featuring

new and revised custom wood cabinetry manufactured by a leading national company. Continuously added,

deleted, and modified variables to allow customers and kitchen/bathroom designers nationwide to design custom

and standard cabinetry with more than 15,000 possibilities. Product lines included two custom (frame and

frameless) and one budget line. Consulted daily with owners and designers who sold and managed projects for

customers of more than 200 Kitchen/Bath dealerships, including Cabinets of Denver, CK Kitchen and Bath, and

Reico Kitchen and Bath.

• Training/Staff Development: Provided continuous technical training to dealership owners and designers to

facilitate development of their skills to design kitchens and bathrooms using Woodharbor’s products. Designed

and conducted technical training programs for 30-50 participants who attend Woodharbor University at the

corporate office or on-site at the dealers’ showrooms. Designed and conducted specialized Webinars using

GoToMeeting software. Prepare video and printed training materials for use by participants.

• Technical Maintenance: Repaired, maintained, and corrected technical errors in the electronic catalog to

maximize clients’ usage. Consulted with software programmers at 20-20 Technologies to resolve programming

issues of their proprietary software.

Achievements:

• Revenues/Profits: Participated with a management and customer service team that significantly increased

company revenues and profits by successfully maintaining the three electronic catalogs to comply with

scheduled “live dates” of new products. Recognized by management for continually simplifying and

streamlining catalog features used by clients.

• 20-20 Software Implementation: Successfully managed the implementation of 20-20 Design software

following the company’s decision to discontinue use of design software from Planit Solutions. Provided

technical support to users of ProKitchen.

• Training Video for Corporate Website: Designed, developed, wrote/spoke the script, and produced an 8-

minute training video for the interface between 20-20 Design and eHarbor online ordering system.

Team Lead/Trainer, Client Services Department (4/01 – 3/03)

• Corporate Education Design: Designed and conducted technical training programs for processes and

procedures in Client Services and Order Entry. Trained and supervised 7-8 new-hire and current employees to

ensure consistent achievement of company goals for high-quality customer service and accurate/timely order

entry.

Achievements:

• ISO 9001 – Certified Internal Auditor: Participated with team that developed, wrote, and implemented

detailed policies and procedure to achieve compliance with the ISO 9001 standards for manufacturing.

AIMEE SCHROEDER, page 2 of 2

WOODHARBOR CUSTOM CABINETRY (Continued)

Client Services (1/97 – 4/01)

• Financial Operations – Order Processing: Reviewed dealers’ orders and floor plans, verified design

specifications, and prepared pricing for bids and proposals. Coordinated final plans and specifications with the

Drafting Department. Ordered custom components, glass, carved moldings, and other items from inventory

control department. Secured final approval from client before beginning production.

• Operations/Customer Service: Provided personalized, efficient, and timely customer service to 100+ dealers

in the Midwest to maintain high-quality business relationships regarding their accounts. Issued credits,

processed returns, and replaced damaged products. Investigated and resolved billing discrepancies for

customers. Ordered materials, hardware, and small parts.

• Sales/Marketing: Consulted directly with customers nationwide regarding new products, design variables,

sales events, promotional discounts, shipping schedules, and marketing materials.

Achievements:

• Revenues/Profits: Increased revenues and profits by providing exceptional customer service during a period of

rapid business growth.

Production (3/95 – 1/97)

• Furniture Manufacturing: Set up and operated a finish booth to custom finish doors for new construction or

remodeled homes. Operated other machinery to cut, bore, and shape stiles/rails for door construction.

EDUCATION

North Iowa Area Community College, Mason City, Iowa

• Associate of Arts Degree 1/95

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