Customer Service Office
Resume:
Michelle Plamondon
Uxbridge, MA 01569
****@*******.***
OBJECTIVE: To contribute acquired skills to a Caregiving position.
SUMMARY OF QUALIFICATIONS
More than ten years of professional experience in Customer Relations.
Exceptional communication/interpersonal and organizational skills.
Extensive experience in faciliting operational procedures.
Proven track record responding to customer complaints and ensuring customer satisfaction.
A dedicated service oriented professional with tactful problem solving skills.
EMPLOYMENT: Pulte Homes of New England LLC, Westborough, MA (Corporate office)
Sept. /02 - Nov. 09 Customer Relations Liaison/Supervisor
Managed work order program through customer database, making sure work is performed in a timely manner in order to satisfy the customer. Managed multiple duties - including but not limited to: Generating various reports, records retention,
communicate and track site issues/budgets, research special projects, research
and arrange annual incentive group trip, company support/billing and
reporting issues regarding wireless phones, company supply accounts
for remote locations and main corporate office, various site support as needed, various software programs, frequently negotiated with contractors to keep cost down, support to department colleagues and subcontractors, various billing support, (i.e. electronic purchase order system), participating in various monthly meetings, responsible for all customer communications.
Key Accomplishments
Assisted in achieving J.D. Power satisfaction award for seven years.
Streamlined company cell phone program to reduce expenditures by 15%.
Researched, planned, and organized company awards trip for 75 – 100 people within preset budget for seven years.
Sole regional trainer to all field personal on work order tracking/customer retention program.
Supervised and mentored two employees within the Customer Relations department.
Grinnell Fire Protection, East Providence, RI (A Division of Tyco Inc.)
Oct. /99 - Jan. 2001 National Accounts Coordinator
Dealing with Corporate Level Maintenance/Vendor Management through phone or E-mail. Accepting work orders through phone, fax or E-mail and dispatching them electronically or via a Service Manager System. Reviewing and making notations as necessary on existing accounts. Actively participated in weekly account review meetings. Effective problem solving. Running reports and handling special projects that involve the accounts. Dealing with quotes/proposals, making sure they reach the proper customer and following up for future orders.
Key Accomplishments
Successfully handled over thirty National accounts, some with over 4,000 locations.
Successfully coordinated inspection schedules for 4,700 locations nation wide with one hundred and fifty district offices for a specific time table.
Retained three large National Accounts by analyzing missed service, rescheduling with District offices and verifying with the customer when service was complete.
Contributed to overall financial success of the division by attaining a close-rate of 75% on repair quotations stemming from inspection reports.
Customer retention rate of 98%.
Jade Engineered Plastics, Bristol, RI
1996 - Oct. /98 Customer Service/Purchasing
Handling new and existing accounts and inquiries from time of sale through production and delivery. Ensuring customer satisfaction through excellent follow up and communication. Acting as liaison between customer and production, taking/expediting orders, order entry, order processing, configure part numbers and pricing including modifications and special features. Running and mailing purchase orders, training, receipts entry, Accounts Receivable/Payable and ordering/maintaining office equipment and supplies.
Receptionist 1995 - 1996
Answering six-line phone, filing, prepare and maintain national and international shipping documentation and tracking. Entering production orders, payroll entry, running various reports, invoicing, printing quotes and making sure the paperwork and prints go into the correct quote. Assist sales department in establishing client base/sales territories. Providing Administrative support for four owners and other office duties.
Key Accomplishments
Customer retention rate of 95%.
Saved Company's reputation and enhanced customer satisfaction by rectifying numerous quotation errors and oversights with my heightened attention to detail.
Constantly surpassed the customer's expectations by meeting rush order deadlines.
Promoted from receptionist to Customer Service in 1996 due to acquired knowledge of customer base and products as well as exceptional customer rapport.
SKILLS: Working knowledge of IBM PC (and compatibles), Word Perfect, some DOS, All windows operating systems & applications, and Microsoft Office Suite. Also, fluent in speaking Portuguese, and basic bookkeeping.
EDUCATION: Bristol Community College, Fall River, MA
One and a half years in Medical Secretarial Science
One year in Human Services
Case High School, Swansea, MA
Class of 1990
Many business courses completed.
ADDITIONAL
INFOMATION: Often received recognition from customers on excellent customer service, attention to detail, meeting deadlines, and assisting them in a stressful situation. Working well as a team player; and working well autonomously.
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