Enthusiastic customer experience professional with extensive and progressive experience in customer facing roles, including Delivery Manager and Customer Service Associate. Outgoing, self-motivated, out of the box thinker capable of making an immediate and positive impact on any team.
Customer Satisfaction Enhancement – Organization and project management –Strategic Thinker – Confident Decision Maker - Sales Calls and follow-up expertise - Strong communicator – Relationship building expertise via effective customer management – Superior Organizational Skills – Interdepartmental solution leader – Internet Sales experience – Fraud Detection PROGRAMS: Word, Excel, PowerPoint, Outlook, Multi-line phone systems, CRM programs
GERHARDS APPLIANCES, ARDMORE AND GLENSIDE, PA December 2005 – Present
SALES ASSISTANT 2015 - PRESENT
Verified and determined customer needs on case by case basis, presenting products that would meet customer needs.
Responsible for customer account verifications and processing to ensure accuracy and complete customer satisfaction.
Addressed customer concerns and assisted with product questions, billing disputes and account inquires and product availability.
Accurately input all sales and balance receipts on a daily basis.
Maintained sales floor in multiple locations, designing displays in appealing manner while ensuring that all merchandise was accessible and functioning.
Ensured customers received all proper documentation for rebate submissions and to ensure warranty compliancy.
Worked interdepartmentally to investigate and provide solutions for disputes and challenges to uphold successful corporate mandates both for customers and for the company.
Schedule, confirm and maintain service delivery database for complete accuracy and accountability.
Coordinate and manage high level corporate events, such as Contractor Appreciation days, grand opening celebrations, appliance demonstrations all within corporate guidelines and within budget.
CUSTOMER EXPERIENCE REPRESENTATIVE, 2005 - 2009
Promptly respond to customer inquiries regarding order status, concerns or changes via telephone, email and fax in a professional and customer focused manner consistent with providing excellent customer service.
Served as liaison between customers and manufacturers, performing in the capacity of subject matter expert championing the needs of the customer while facilitating the expectations of the company.
Teamed with other departments and manufacturers to problem solve and develop solutions
Counsel customers on product options for service, coverage and performance
Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns
DELIVERY MANAGER 2009 TO 2014 AND 2015 TO 2017
Managed all delivery teams consisting of 12 to 15 workers challenged with completing on time and accurate deliveries.
Consulted with upper management and business partners to identify customer needs and develop business solutions to improve customer service.
Managed end-to-end delivery processes, coach and mentor delivery team and managed incident/risk management.
Responsible for reviewing all supporting documentation for damaged products and approve refund or replacement to ensure quality of product and services.
Handled customer escalation providing superior support and solutions
Account management responsibility with manufacturers and distributers, remaining knowledgeable of various policies and procedures, executing decisions in a seamless manner.
RESOURCES AND TRAINING PRESCHOOL PROJECT, PHILADELPHIA, PA 1997 -2005
RESOURCE TRAINING COORDINATOR/EARLY CHILDHOOD EDUCATOR 1997 - 2005
Worked with early childhood professionals (teachers) to create and implement developmentally appropriate curriculum.
Collaborated with United Way and DVAEYC on quality enhancement programs such as Early 2 Learn.
Provided training for professional development of early childhood providers, working towards Child Development Associate Degree.
Provided resource material through a lending library, creating theme boxes and activities.
Planned and implemented workshops such as “Powerful Princesses, empowering girls through books” and worked to plan full day training conferences with DVAECY and The Philadelphia Early Childhood Collaborative.
ASSOCIATES DEGREE MONTGOMERY COUNTY COMMUNITY COLLEGE
MAJOR: EARLY CHILDHOOD
Related coursework: Early childhood development, psychology, sociology