Customer Service Call Center
Resume:
Veronica Freeman
Conway Springs, KS *****
503-***-**** *********@*****.***
WWW: Bold Profile
PROFESSIONAL SUMMARY
Goal-oriented Customer Service Manager with over 20 years of experience in leadership roles. Dedicated to helping employees succeed in meeting and exceeding sales goals. Detail-focused professional driven to provide best-in-class service through effective communication and collaboration. Skilled in building strong relationships with customers and delivering exceptional experiences.
SKILLS
10+ years of experience communicating with all levels of an organization
More than 5 years of project management experience
Over 10 years of Customer/Client Service experience
Microsoft Outlook, Word, and Excel
Service Titan
Customer Relationship Management (CRM)
Small Call Center Management
5+ years of estimating experience
5+ years of experience with Conflict Resolution
3+ years of experience with budgeting and forecasting
10+ years of experience communicating with all levels of an organization
More than 5 years of project management experience
Over 10 years of Customer/Client Service experience
Microsoft Outlook, Word, and Excel
Service Titan
Customer Relationship Management (CRM)
Small Call Center Management
5+ years of estimating experience
5+ years of experience with Conflict Resolution
3+ years of experience with budgeting and forecasting
WORK HISTORY
CUSTOMER SERVICE MANAGER/ MARKETING ASSISTANT 08/2022 to Current
Bowers Plumbing, Heating & Air Conditioning - Wichita, KS
Process & tracked all KPI reports for CSR department to maintain a 85% booking rate.
Worked with Vendors and processed purchase orders for jobs.
Managed social media and marketing to increase business volume.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Conducted regular performance evaluations for 4 team members, identifying areas for improvement and creating targeted action plans.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Managed Call Center that handled an average of 125-200 incoming calls daily.
SERVICE COORDINATOR/ DISPATCHER/ INSTALL COORDINATOR 03/2019 to 04/2022
Air Stars / Sky Heating & Air - Keizer, OR
Scheduled all service calls by coordinating with the customer the technician schedules
Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
Managed memberships with over 1000 customers and coordinate their bi-annual service contracts.
Worked with local districts pulling mechanical permits and scheduling inspections.
Managed a high volume of client requests, ensuring timely and effective service delivery.
Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
COMMERCIAL ESTIMATOR/ CUSTOMER SERVICE REPRESENTATIVE 03/2016 to 09/2018
Oldcastle Building Envelope - Fife, WA
Reviewed all incoming jobs for hardware compatibility and door design
Processed an average of 10 new quotes daily for small commercial projects.
Assisted customers in person and over the phone with what product best fits their needs
Provided job takeoffs from simple drawings and complete blueprints
Issued purchase orders for non-stock hardware and materials.
SR. CUSTOMER SERVICE / COMMERCIAL PROJECT COORDINATOR 06/2000 to 02/2016
Hartung Glass Co. - Seattle, WA
Managed all commercial jobs from start to finish, including pre-liens, estimates, order entry, purchasing needed products, and handling any conflict resolution.
Successfully processed an average of 100 new Customer purchase orders daily.
Trained existing and new employees in Professional Customer Service Skills.
Coordinated deliveries to jobsites and communicated directly with General Contractors, freight lines and vendors when necessary.
Worked with outside sales force to create and maintain a pricing matrix for sales analysis.
PROJECT MANAGER / SERVICE CENTER MANAGER 06/1995 to 06/2000
Kawneer Co - Visalia, CA
Project manager for all orders for Midwest Area, National Accounts, and any Distribution accounts.
Responsible for pro-active calls on all customers and follow up on quoting process.
ISO auditor for maintaining ISO 9002 certification for company.
Certified as Ergonomics Team Leader and Auditor.
Proposed business plan to revitalize sales within the Northern California territory.
Successfully put all aspects of approved business plan into action.
Responsible for hiring and training all new employees in customer service, shipping, and fabrication departments.
Increased sales volume by 7 times the prior year's sales volume.
EDUCATIONCERTIFICATIONS
College of the Sequoias, Visalia, CA- General Education courses
Pepperdine University, Malibu, CA -Undergraduate General Education
Green River Community College, Kent, WA – Customer Service Skills Certificate
Contractor Selling - Customer Service & Dispatching Certification
Phone Doctor - Phone Etiquette Certification
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