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Customer Service

Piedmont, SC
September 22, 2020

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Carla Clevenger 864-***-**** Piedmont, SC 29673

Professional Experience

Payless Furniture Remote Position

Independent Contractor, Customer Service May, 2020 – Present

● Update furniture orders and enter details of customer interactions using Zendesk software

● Track customer orders on manufacturer websites and send status updates to customers via email

● Work with manufacturers to verify product availability

● Respond to customer requests for products, services, and company information

● Communicate with vendors regarding back order availability, future inventory, and special orders

● Act as liaison between customers, managers, and sales team to better ascertain customer expectations and recommend appropriate solutions

Trucolor Printing Greenville, SC

Account Representative April, 2019 – May, 2020

● Oversaw customer service operations for custom-printed forms, promotional mailing, special orders, quotes, and sales questions

● Assisted customers with ordering marketing products for specific business needs

● Upgraded services and offered additional service packages or options

● Consistently improved customer satisfaction through expert problem solving and resolution of conflict, issues, and concerns

● Assisted customers with policy and account changes

● Drove sales by establishing rapport with customers to foster satisfaction

● Processed customer payments and updated customer accounts

● Contacted customers to assess satisfaction, expectations, and current needs Hilton Displays, LLC Greenville, SC

Service Project Manager December, 2015 – April, 2019

● Planned, executed, and completed service projects in 72-hour designated window averaging a gross profit of 3 million annually

● Developed a scope of work outlining customer expectations for each project

● Managed changes to the project scope, services schedule, and project costs in relation to customer's specific detailed ordering briefs and specific requirements

● Created purchase orders for subcontractors and incorporated accurate legal verbiage according to customer contracts

● Scheduled service calls for nationwide accounts for sign service, sign repairs, exterior lighting outages, and scheduled installations

● Process and invoiced service calls in Visual-Infor Manufacturing Software, Sharepoint, and on individual customer systems

● Billed projects according to company’s billing process Solutions Inc Greenville, SC

Inside Sales Support March, 2014 – September, 2014

● Answered incoming customer calls

● Implemented customer retention plans, marketing, and relations processes

● Aided in purchasing, inventory management, and shipping and receiving

● Aided in accounting using QuickBooks software

Wise Business Forms Mauldin, SC

Account Representative November, 2012 – March, 2014; September, 2014 – December, 2015

● Dealt with all aspects of customer service concerning custom-printed forms (i.e. questions, special orders, and quotes)

● Answered all incoming calls from resellers

● Contacted customers to assess satisfaction, expectations, and current needs National Service Center Greenville, SC

Client Services Representative October, 2007 – November, 2012

● Provided third-party services to printer manufacturers by assisting their customers with parts orders and scheduling on-site service calls

● Prepared and maintained data for reports concerning scheduling of technicians in the United States and Canada

● Quoted parts and services

● Worked with resellers and their managers to resolve any issues during service calls

● Conferred with customers about concerns with products or services to resolve issues, drive sales, and promote satisfaction

● Assisted with nationwide installation projects

● Maintained accurate record-keeping with proactive attention to customer information updates

● Cultivated long-lasting customer relationships based on rapport, trust, and a solid understanding of their business needs

Skills and Proficiencies

● Microsoft Office Suite

● Receptionist

● Customer Service

● Purchasing

● Data Entry

● Sales

● QuickBooks Software

● Zendesk Software

● Visual Infor Manufacturing Software

● CRM Software

● SharePoint

● Project Management

● Account Management

● Point of Sale Systems

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