Customer Service Account Manager
Resume:
Dena Baker
Fontana, CA *****
ad5xz1@r.postjobfree.com
www.linkedin.com/in/denabaker/en
Summary
Seasoned customer service professional with 25+ years of experience. Consistent record of maintaining client sa0sfac0on, reten0on and building strong customer rela0onships. Talented communicator with strong conflict resolu0on, data entry and mentoring skills. Seeking a full-0me employment opportunity, which will u0lize my experience and provide a mutually beneficial rela0onship. Educa+on
Baldwin Park High
High School Diploma
Experience
Jacuzzi Group, Chino, CA 07/2015 – Present
Customer Service Representative / Account Manager
• Account Manager for 4 of our largest dealers, including retail and wholesale businesses
- Build.com, Amazon Vendor Central, Amazon Seller and Ferguson Enterprises - West Coast Region.
• Enter, correct and release 300+ orders weekly including order specials such as model home, display and literature requests.
• Process returns, cancellations and credits.
• High volume of phone calls and emails sharing pricing, availability, estimated lead times, provide shipment details/tracking information, deals and discounts, logging all calls into Salesforce.
• Provide extensive knowledge on our product lines assisting clients with finding the right product/products to fit their customer’s needs. Have a 90% success rate of obtaining the sale.
• Warranty repairs which include locating an authorized service technician, ordering parts for repair, process and email work authorizations to our agents. Upload pictures, documents and all emails pertaining to the request for repair into Salesforce.
• In charge of using our web-based ‘Teams Chat’ platform, chatting with clients to assist in answering multiple questions pertaining to our products, dimensions, lead times, etc. in lieu of them calling in.
• Continue to achieve a 98% customer satisfaction rate per our customer surveys.
• Won #1 Customer Service Representative / Account Manager of the year and have received many accolades, special delivered gifts and certificates for providing excellent service to our clients and my support to our Regional Managers.
•
Experience
Independent Phlebotomy Provider Group – I.P.P.G. Rancho Cucamonga, CA 10/2007 – 01/2015 Customer Service Representa0ve / Dispatcher
• Handled 300+ customer calls from pharmacists, registered nurses and pa0ents.
• Processed 1000+ orders weekly.
• Separated, prepared, routed and scheduled orders in prepara0on for dispatch to phlebotomists daily.
• Collected, reviewed and processed billing for payroll.
• Trained, mentored and coached new employees on our web-based program and general office du0es.
Skills / Key Components
Excellent at problem solving, high success rate at complaint resolu0on, planning and priori0zing daily du0es, mul0-tasking, empathe0c to customer’s needs, quick to respond to customer’s either by email,
‘Teams Chat’ or making outbound calls to follow up on customer’s requests, have a 95% rate of return on collec0ons increasing companies’ profits. Proficient in Microsoc, Excel, Outlook, Word and Salesforce. Typing ability 65+ WPM. Ability to work independently and on own ini0a0ve. References
Jacuzzi Group
Teresa Reyes, Manager 909-***-****
Kris0ne Borden, Manager 909-***-****
Keyth Carberry, Service Tech. 714-***-****
Sean Flynn, Regional Manager 224-***-****
Independent Phlebotomy Provider Group, I.P.P.G.
Al Barnes, Operations Manager 760-***-****
Sheila Zaske, Owner 909-***-****
University of La Verne
Debbie Hughes 909-***-****
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