Customer Service Representative

Tonia C. Hoose

CELL PHONE 706-***-****

************@*****.***

*** ****** **** ***

Baldwin, GA 30511

EDUCATION

Associates of Applied Business Technology Degree – Honor Graduate 2001 North Georgia Technical College, Clarkesville, GA

Applied Business Technology with concentrations in Customer Service and Leadership Development Diploma – Honor Graduate 1999 North Georgia Technical Institute, Clarkesville, GA WORK EXPERIENCE

Morito Scovill Americas, LLC (Scovill Fasteners, Inc.) 1992 - 2022 Clarkesville, GA

Senior Customer Service Representative / Pricing Specialist 2011-2022

• Responsible for managing complaints, order entry, new customer set up, sales assistance, pricing, surcharges, training new CSRs, weekly individualized customer reports and customer satisfaction

• Assisted customers by answering questions, addressing concerns and providing current account information

• Educated customers about products, pricing and policies to address and resolve issues

• Responded to customer concerns and implemented changes to customize a program for each clients individual requirements

• Demonstrated in-depth knowledge of products, services and policies to coach team members

• Trained and mentored new customer service executives to speed the onboarding process

• Managed processing, scheduling and execution of customer purchase orders 20-30 daily

• Collaborated with internal and external customers in focus groups to improve customer satisfaction statistics

• Received and processed 90-110 emails and fielded 30-40 calls on a daily basis

• Assisted in sales forecasting and budgeting with salesforce

• Implemented price increases as required by management

• Executed a 60 day fluctuating surcharge program based on the COMEX cost of copper Marketing Product Specialist 2000-2011

• Took lead position as trade show coordinator

• Produced quarterly company newsletter

• Pushed out e-mail blasts and compiled data for market research

• Created company catalog and literature

• Designed hundreds of product sample cards

• Assisted in the set-up and maintenance of new e-commerce website to produce an ongoing revenue of 750k

• Online Service Specialist for e-commerce website

• Handled public relations and entertained customers

• Successfully budgeted and revised the Marketing Dept resulting in saving of 100k without comprised results

• Managed pricing structure and surcharges tables company wide

• Processed credit card payments

• Voluntarily aided in collections for smooth transaction of on-time order shipments and delivery coordination

Machine / RECON Manager 1992-2000

• Scheduled a weekly minimum of 25-30 machine builds.

• Coordinated machine builds with product and service personnel in the field to reinforce a successful machine set-up program

• Maintained lease agreements for all field attaching equipment country wide

• Refocused RECON Dept. (reconditioning) ending in profitability rather than a continued loss in the past years

• Purchased and maintained satisfactory inventory levels

• Managed approximately 35 employees with a goal of safety, savings and adherence to company policy

• Held informative departmental meetings on a weekly basis to keep our goals focused and united as a winning team

• Preformed interviews, onboarding and training of new employees

• Demonstrated and reinforced company polices sometimes ending in disciplinary actions

• Partnered with management and sales to focus on the needs of our A-B customer base while maintaining overall satisfaction levels of C-D’s

• Coordinated and set up the Torreon, MX office under the same principals and customer focused goals as Clarkesville, GA

• Professionally maintained relationships with the top customers via phone, email and in person.

• Traveled with the salesforce to customers factories to for presentations and PR

• Submitted budget and departmental initiatives to upper management SKILLS

• Ambitious customer service professional offering excellent supervisory and performance-assessment skills

• Versed in pacifying dissatisfied customers and utilizing effective listening skills

• Proven history of reliability, professionalism, and conflict resolution

• Proficient in Microsoft Office – Word, Excel, Outlook, PowerPoint

• Knowledgeable with CRM systems

• Proven track record of identifying customer needs and presenting a customized program with products and service offerings

• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased business with additional referrals

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