Customer Service Representative
Resume:
Kelly Stoltenberg
Denver, CO *****
******************@*****.***
Versatile customer service representative with 15+ years of experience in resolving customer inquiries and issues. Proven track record of meeting or exceeding performance metrics for response time and resolution. Skilled in product knowledge, active listening, and personalized interactions. Proficient in logistics operations, including transportation, warehousing, and inventory management. Strong analytical skills with experience in process improvement and root cause analysis. Proficient in Microsoft Office and NetSuite.
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Safe-pHix-Colorado Springs, CO
March 2017 to May 2022
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Identified opportunities for process improvement based on common customer inquiries or pain points
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
• Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
• Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
Logistics Specialist
SPT-Colorado Springs, CO
May 2003 to January 2010
• Managed end-to-end logistics operations, including transportation, warehousing, and inventory management
• Coordinated with suppliers and vendors to ensure timely delivery of goods and materials
• Developed and maintained relationships with carriers to negotiate favorable rates and service agreements
• Created standard operating procedures (SOPs) for logistics processes to improve efficiency and consistency
• Collaborated with cross-functional teams to forecast demand, plan inventory levels, and prevent stockouts or excess inventory
• Trained team members on proper handling procedures for hazardous materials in compliance with safety regulations
• Managed customs documentation for international shipments, ensuring compliance with import/export laws
• Resolved customer complaints related to shipping delays or damaged goods in a timely manner
• Implemented quality control measures for incoming shipments to ensure product integrity before distribution
• Analyzed supply chain performance metrics such as on-time delivery rate, fill rate, lead time variability etc
• Identified areas of improvement within the supply chain process through root cause analysis
• Increased productivity by developing training programs focused on improving employee skills
• Managed the reverse logistics process, including returns, repairs, and disposal of damaged or obsolete products
Education
High school diploma
Air Academy High School - Colorado Springs, CO
August 1985 to May 1989
Skills
• Order Fulfillment (4 years)
• Root Cause Analysis
• Logistics (5 years)
• Supply Chain (8 years)
• Process Improvement
• Computer Networking
• Change Management (3 years)
• Program Management
• Manufacturing (4 years)
• Team Management
• Customer service (10+ years)
• Customer support
• Microsoft Office (8 years)
• NetSuite (5 years)
• Strategic Planning
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