Customer Service Support

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ANDREA CANNON

Baltimore, Maryland 443-***-**** *************@*****.***

Summary

Exceptional leader and client advocate with a proven track record of improving the customer experience via the use of analytics and collaboration with product and operations leaders. Numerous achievements improving customer support through rolling out new technology and associate training programs.

● Effective Communication

● Problem-Solving

● Empathy and Patience

● Critical Thinker

● Conflict Resolution

● Organizational/Time

Management

Skills

● Coaching for Performance

● Technical Proficiency

● Cross-Functional Collaboration

● Team Building and Training

● Strategic Leadership

● Mentorship

● Enthusiastic Learner

Experience

CUSTOMER SERVICE TEAM LEAD 04/2024 to 10/2024

AMBU, INC. COLUMBIA, MD

● Coached team of four members with proven results on day-to-day activities including: o Professionalism and etiquette

o Productivity and efficiency

o Effective written and verbal communication and

o Resource utilization

● Developed a training plan for a faster, more comprehensive on-boarding process.

● Completed new EDI request and submission releases.

● Worked cross-functionally with A/R team for customer escalation and return request

● Reviewed customer data for proper processing per needs of the sales team SR. CUSTOMER SERVICE SPECIALIST 10/2021 to 4/2024

DOMINO SUGAR/ ASR GROUP BALTIMORE, MD

● Managed and nurtured relationships with 80 enterprise accounts, resulting in enhanced customer loyalty and repeat business.

● Resolved customer inquiries promptly and professionally, ensuring high levels of client satisfaction and retention.

● Efficiently utilized SAP, Esker, and Outlook to fulfill customer requests, streamlining processes and improving response times.

● Recognized by senior leadership for expertise in organizing and streamlining departmental processes, leading to a 15% increase in operational efficiency. 2

● Received consistent positive feedback from clients for outstanding responsiveness and personalized attention, fostering strong client relationships.

● Provided superior customer service with active engagement with immediate attention to client needs. CUSTOMER SERVICE SUPERVISOR 06/2018 to 03/2021

ANCHOR CONCRETE/ OLDCASTLE CROFTON, MD

● Orchestrated the management of 16 Enterprise Accounts, driving a consistent $2M in annual recurring revenue.

● Supervised 7 customer service representatives to achieve a monthly 10% gain in upselling and cross-selling, maximizing revenue potential.

● Optimized team productivity by delegating tasks effectively and monitoring performance metrics, resulting in a 15% increase in overall efficiency.

● Provided timely and constructive feedback to team members, fostering a culture of continuous improvement and professional growth.

● Point of contact for escalating complaints from customers and team members

● Work with senior management on key initiatives:

o Initiated, developed, and implemented a new process that enhanced the company’s core values

o Trained staff on new processes

o Requested by senior management to travel to newly acquired companies and distributors to train on customer service best practices

REGIONAL TRAINER 07/2014 to 06/2018

ANCHOR CONCRETE/ OLDCASTLE CROFTON, MD

● Appointed as the key communicator for companywide policies, procedures, and updates, ensuring uniformity and understanding across the organization.

● Led the educational efforts for a product extension merger in Maryland, providing comprehensive training to all employees for seamless integration.

● Responsible for executing training courses via webinars, conference calls, and on-site visits

● Identified and implemented enhancements to training curriculum, resulting in a 15% improvement in training effectiveness.

● Monitored, assessed, and reported training outcomes to regional and corporate stakeholders, enabling data-driven decisions and continuous improvement.

● Conducted regular quality control analyses, updating training materials and resources to align with evolving business needs and best practices.

● Successfully liaised with sister companies to identify gaps in performance and identified training need through collaboration and strategic planning

3

SR. CUSTOMER SERVICE REPRESENTATIVE 12/2005 to 07/2014 BONSAL AMERICAN/ OLDCASTLE ATLANTA, GA

● Cultivated trust and rapport with over 60 Enterprise-level accounts, driving annual recurring revenue exceeding $2 million.

● Served as the primary escalation point, swiftly and effectively addressing customer concerns to maintain satisfaction levels at 95%.

● Identified upsell opportunities within accounts, resulting in a 15% increase in revenue and high renewal rates.

● Collaborated cross-functionally to enhance processes based on customer feedback, resulting in a 20% improvement in operational efficiency.

● First contact for EDI submission. Following up on errors to avoid ASN errors and fines.

● Worked with marketing to develop proactive contact strategies for customer engagement

● Collaborated with product development to provide feedback to improve product selection

● Maintained excellent organization by tracking all customer-related activities in CRM tool (Salesforce)

● Expertly resolved cancellation requests by identifying areas where business results fell short, collaborating cross-functionally to bridge gaps and retain customer satisfaction. Education and Training

BUSINESS ADMINISTRATION

AMERICAN INTERCONTINENTAL UNIVERSITY Atlanta, GA

• John Maxwell- Becoming a person of Influence Leadership Training 10/2020

• Franklin Covey – 6 Critical Practices for Leading a Team 10/2024

• Fred Pryor- Transitioning for Staff to Supervisor 06/2018

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