Customer Service Representative
Resume:
Michelle Kious
Greenville, IL *****
*********@*****.***
Work Experience
Customer Service Representative/Production Coordinator Big Time Jersey - The Kanata Group-Earth City, MO
July 2023 to July 2025
Work directly with a couple of the owners of the company on some of the Key Accounts. Sole Customer Service Representative for Neet Feet division. Answer phone calls and emails answering any questions or concerns or providing any assistance where needed. Accept Purchase orders from customers. Request production proofs from art department, work directly between the customer and art department until proof is approved by customer for production. Enter all Purchase orders into Quickbooks. Schedule all production for only Neet Feet orders. Work directly with production to assure orders are on track, produced, and shipped on time. Approve first run prints for production. Work with production and/ or customer if inventory issues arise with customer orders. Communicate with customer if any issues arise during production process. Sometimes help pack orders to assure they ship on time when needed. Email tracking and approve orders for invoicing once orders have shipped. For Big Time Jersey and Kanata Towel. Customer Service Representative for most National Accounts. Answer calls and emails assisting customers with any questions or concerns. Accept orders. Request production proofs from art department, work directly between the customer and art department until proof is approved by customer for production. Enter orders into PolyPM ERP system. Communicate with customers if any issues arise during production of their orders. Email tracking and approve orders for invoicing once orders have shipped.
Supervise the Neet Feet production team. Step in and help with production when needed to assure completion of orders according to the production schedule. Assist in shipping when needed to ship orders out using UPS World Ship and FedEx Ship Manager to create ship labels and get shipments on the dock ready for pickup. Customer Care Manager
Girl Scouts of Southern Illinois-Glen Carbon-Remote IL March 2022 to March 2023
Remote - Work from Home - Providing and ensuring that the Customer Care Team provides the highest level of customer service to all members and customers. Monitors the daily workloads of team members and adjusts as needed in order to complete all customer inquiries by the end of each day. Responds to and resolves escalated issues and/or unique requests from customers. Identifies system and workflow improvements to enhance the team's efficiency. Responsible for data integrity and data entry. Provides retail back-up in the retail shop as needed as well as assist with the yearly inventory. Collaborates with other departments as needed. All of these duties in addition to the Customer Care Specialist daily duties. Customer Care Specialist - Remote
Girl Scouts of Southern Illinois-Glen Carbon-IL
April 2021 to March 2023
Remote - Work from Home - Support and assist volunteers, parents, and council staff with inquiries, updates, and maintenance at the troop, service unit and council level by either phone or online requests by closing cases and working in Salesforce Software. Supporting the Program Team by creating, maintaining, and updating Girl Scout Events in Hybris gsEvents system. Answer phone calls that come in to Customer Care and assist caller accordingly. Support the Product Team with Cookie and Nut/ Candy/Magazine inquiries from customers as well as supporting them with their online digital fundraising platform inquiries and maintenance. Support volunteers and parents with online and event registration troubleshooting. Assist Community Engagement Managers with troop transfers, maintenance, set-up, and role assignments, as well as Service Unit role assignments. Process Plan 2 and Plan 3 Insurance requests for volunteers and council staff. Back-up and work in the retail store as needed as well as assist with yearly inventory. Assist teammates with case inquiries or help as needed. Perform data clean-up requests from the data analyst.
Customer Care Coordinator
DeMoulin Brothers-Greenville, IL
December 2014 to November 2020
Promoted to Customer Care Coordinator on 12/1/2014. Assist VP of Customer Relations where and when needed. (Pretty much a Jack of All Trades). Train and supervise new Web Dept/Call Center employees. Provide customer service for returns, exchanges, warranty repairs/replacements, and online web orders. Inspect and process warranty repair/replacement orders. Answer call center calls and run the online call center chat line using Zendesk software. Communicate with vendors about products and orders. Work directly with the sales force about customer service and accessory/web store related items. Process all online Group Purchase account orders. All of this is in addition to the previous duties listed below. Process all manufacturing work wear, Metra, and Volvo orders, exchanges, customer service, etc. for the Work Wear Division (Protexall/DeMoulin Apparel). Assist with yearly warehouse inventory of the Metra, Volvo, Protexall (Workwear), band and Applause (formalwear) in-stock products. Customer Service
DeMoulin Brothers-Greenville-IL
July 2011 to November 2020
Enter customer orders, keep customer profiles up to date, and file paperwork electronically. Answer incoming customer calls and am a backup receptionist. Process all returns and exchanges for customers. Travel to trade shows and other venues for company exposure. Process manufacturing orders for stock items. Work with other departments to ensure we are producing quality products or services for our customers.
Teller Coordinator/Teller Supervisor
US Bank-Carlyle-IL
May 2008 to July 2011
Supervise, coach and motivate all the tellers of 2 branches. Pull daily reports off the computer and file them. Assist customers with banking transactions. Research and resolve teller issues or cash drawer discrepancies. Perform daily, monthly, bi-monthly, and quarterly audits. Train and mentor new tellers. Perform duties associated with keeping the branch in compliance with banking procedures, laws, and regulations.
Education
Associates in Business Management
Kaskaskia College
Skills
• Salesforce
• Hybris
• QuickBooks (1 year)
• Supervising Experience (10+ years)
• Order Entry
• Zendesk
• Customer Support
• Call Center
• Customer Care
• Live Chat
• CRM Software
• Customer Service
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