Adriene Wilkins

Severn, Maryland

240-***-****

ac6m5d@r.postjobfree.com

PROFILE

Top producing client services expert with over 15 years’ experience demonstrating both exemplarily organizational and award-winning customer relations skills. Performance driven professional, who consistently exceeds quotas, and is committed to the continued development and maintenance of positive relationships. Self-motivated; articulate communicator, who thrives in discovering consumer needs, providing strategic solutions, and closing sales.

PROFESSIONAL EXPERIENCE

Valcourt Building Services, Service Coordinator 4/2017 to Present

Coordinated, monitored, scheduled and provided client support for Valcourt Exteriors ProXpress service department.

Guided and managed daily service personnel who perform on-site routine services including installation, maintenance, and repair.

Maintained a high level of customer service by advocating for customers in ensuring field services are effective and requirements are met.

Improved the quality of service by anticipating customer needs, providing a high level responsiveness and offering thoughtful productive solutions.

Managed internal administration of the service department included but not limited to all prospecting, proposal writing, scheduling, client interaction, and overseeing departmental invoicing and sales.

Rockland Industries, Customer Service Manager 09/2016-04/2017

Lead customer service department and maintained a key role in improving the customer experience through mentoring, staff direction and overall customer service functions for one of the largest textile manufactures in the United States.

Provided superior professional support services, personal interaction, and resolved varied client inquires and complex issues

Served as escalation point for all client issues and worked with internal personnel to resolve issues and to support outside sales personnel

Hired and managed a team of customer service representatives that focused on meeting customer service efficiency and quality standards.

Assisted and advised customers regarding usage and benefits of organization’s products

Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Managed some crossover accounting functions ; Accounts Payable, Accounts Receivable, and inventory financial reporting and reviews

Monitored, developed, reported and analyzed data to make recommendations related to improve the customer experience

Created training and reference materials that assisted in continued development of CSRs

Maintained senior level relationships with key decision makers and daily contacts within client organizations

MSC Industrial Supply, Inside Sales 02/2010-7/2016

Provided sales and client support to one of the largest direct marketers and premier distributors of metalworking and maintenance, repair and operations supplies to industrial customers.

Identified new market segments and enhance existing customer base

Respond to requests for price quotes, purchase orders, order modifications, adjustments, and cancellations directly from consumers, original equipment manufacturers, and distributors

Daily utilization of company managed software to retrieve consumer information, stock status information, status of purchase orders, and to modify consumer purchase orders

Establish relationships with consumers in various target areas

Generates formal price quotations for stocked and sourced material

Maintains files of active orders and posts current activity

Maintains government RFQ’s, purchase orders and Blanket Purchase Agreements

Collaborate with engineers and manufacturers to implement effective strategies to exceed clients expectations, meet clients requirements and increase sales

EDUCATION

Strayer University

Bachelors of Science, Business Administration 08/2011-07/2014

PROFESSIONAL DEVELOPMENT/TRAINING

Proficient with MS Office & CRM software both Salesforce & Outlook Dynamics 365

Management Development Courses & Communications Training (2004-2014)

Management Skills for Non-Supervisors, Discovering Diversity/Valuing the Diverse Workforce & Thinking Beyond the Boundaries

Constructive Communications (2014) & Communications Training Workshop

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