Customer Experience Service
Resume:
DeAnna Ostrea
Lakewood, CO *****
************@*****.***
Work Experience
Solutions Center Coordinator
Fortis-Denver, CO
March 2023 to August 2024
• Respond to and schedule all claim and service repair calls.
• Research and onboard Strategic Partner contractors.
• Schedule initial roof inspections.
• Prepare proposal documents for sales team.
• Upload necessary documents into Salesforce.rt
• Maintain accurate information in Salesforce.
• Audit Salesforce to insure information is accurate.
• Schedule Strategic Partners for roof Reconditioning Projects.
• Hold Pre Reconditioning meetings with customers,
• Hold Pre Reconditioning meetings with Strategic Partners.
• Manage Reconditioning Projects with daily updates from Strategic Partners.
• Update all data provided by Strategic Partner upon completion and upload into Salesforce.
• Prepare and deliver Owner's Manuals to customers.
• Hold Post Reconditioning meetings with customers.
• Research account payable issues.
• Create purchase orders to Contractors.
• Outline Roof areas for Sales Account Managers using Nearmaps.
• Create and maintain asset portfolio Excel documents.
• Prepare Service proposals for customers when work is outside of program warranty. Customer Experience Manager
Gates Corporation-Denver, CO
February 2021 to March 2023
• Manage and support a team of 7 Account Managers in multiple US locations and Mexico
• order management, product information, interchange and availability, pricing and discount structure
• marketing programs, problem resolution including expediting of back ordered items and shipping /
• carrier issues.
• Initiate and expedite production for made to stock products. Utilize open order reports to manage
• customer delivery requirements.
• Continuous improvement initiatives. Provide support for assigned task based responsibility.
• Research and resolve customer claims for credits.
• Provide after-hours support.
• Assist Corporate Trainer with onboard, new system and refresh training.
• Entering / processing orders, providing information relating to
• Assist in creating customer service work instructions.
• Maintained up-to-date knowledge of customer accounts
• One on One Account Manager coaching
• Pulling and reading KPIs
• Managing team expectations with KPI measurements
• Attend weekly high priority customer meetings to support Account Managers
• First point contact for employee questions
• Maintain vacation and team appointment calendar
• Expedite constrained product
Customer Experience Team Lead
Gates Corporation-Denver, CO
May 2021 to February 2022
• Support inbound customer calls entering / processing orders, providing information relating to
• Collect customer data into Oracle Sales Cloud CRM tool
• Respond to customer inquiries though Oracle Sales Cloud CRM tool
• order management, product information, interchange and availability, pricing and discount structure,
• marketing programs, problem resolution including expediting of back ordered items and shipping /
• carrier issues.
• Initiate and expedite production for made to stock products. Utilize open order reports to manage
• customer delivery requirements.
• Continuous improvement initiatives. Provide support for assigned task responsibility.
• Research and resolve customer claims for credits.
• Provide after-hours support.
• Monitor Phone Team / Insure Phone Coverage.
• Create alternate Phone Team schedules for scheduled and unscheduled absences.
• Assist in creating customer service work instructions.
• Maintained up-to-date knowledge of customer accounts
• Phone Train new associates
• Conducted one on one work sessions with new associates
• Collected and reported KPI information from Oracle Sales Cloud CRM tool
• Assisted Manager with weekly team meeting agendas
• Participated in quarterly phone audits
• First point contact for employee questions
• Maintain vacation and team appointment calendar
• Expedite constrained product
Customer Service Specialist
Gates Corporation-Denver, CO
October 2016 to May 2020
• Support inbound customer calls entering / processing orders, providing information relating to
• order management, product information, interchange and availability, pricing and discount structure,
• marketing programs, problem resolution including expediting of back ordered items and shipping /
• carrier issues.
• Initiate and expedite production for made to stock products. Utilize open order reports to manage
• customer delivery requirements.
• Continuous improvement initiatives. Provide support for assigned task based responsibility.
• Research and resolve customer claims for credits.
• Provide after-hours support.
• Maintained up-to-date knowledge of customer accounts Customer Service Representative
Blount International
January 2012 to October 2016
• Answer inbound calls in support of business to business customer's needs.
• Enter customer orders, issue Return Authorizations, issue Credit memos when necessary.
• Assist accounting with credit research.
• Assist shipping department maintain backorder shipments to customers. Assist shipping department
• manage pack and mark deliveries. Deliver all orders in assigned territory in SAP.
• Assist sister company in answering back logged inbound calls. Assist sister company in, returns,
• credits and shipping issues.
• Support of all customer's in assigned territory in email correspondence. Prepare quotes and maintain
• stock requirement information for OEM customer base.
• Support Canada and Mexico territories. Assist international shipping with required paperwork and
• SAP maintenance.
Service Coordinator
Hillyard Floor Care
January 2011 to December 2012
• Customer service for all parts orders and inquiries.
• Assigned and coordinated all incoming service calls with two technicians.
• Assisted customers with phone solvable technical issues, issued returns.
• Purchasing agent for all service parts orders. Received all service parts orders into stock. Shipped all
• service parts orders.
• Entered all service estimates into SAP system. First contact to the customer with service estimates.
• Submitted all warranty claims.
• Worked with vendors to resolve order issues. Resolved customer issues.
• Contacted customers in regards to parts and service payments. Corporate Accounts Specialist
Karcher North America
January 2000 to December 2011
• Answered inbound calls in support of customer's needs.
• Entered customer orders, Issued return authorizations.
• Supported the Corporate Accounts division of customer care with a focus on Building Service
• Contractors and Government Services.
• Performed queries in multiple databases.
• Adhered to government regulations.
• Assisted shipping and delivery of priority Building Service contracting orders.
• Resolved customer issues promptly and in one call if possible. Skills
• Scheduling
• Team Leadership
• Training
• Customer Service
• Time Management
• Computer skills
• Microsoft Excel
• Microsoft Word
• Call center management
• Project management
• Customer support
• Conflict management
• Customer service
• Team management
• Supervising experience
• Training & development
• Leadership
• Microsoft Outlook
• Microsoft Powerpoint
• Organizational skills
• Research
• Databases
• Time management
Links
http://www.linkedin.com/in/deanna-ostrea
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