Management Specialist Customer Support

BRANDY HODGES

Milwaukee, WI - 414-***-**** - ***********@*****.***

SUMMARY

Dedicated and resourceful Order Management Specialist with 13+ years of diverse sales and customer support experience. Exceptional verbal and written communication skills with passion to handle and follow through on every detail. Engaged expert and go-to person on ordering and sales processes with enthusiastic willingness to assist others proactively. Dedicated to identifying trends by analyzing customer records, credits, purchases, inquiries and complaints, to develop rapid solutions.

SKILLS

Manage Multiple Projects Simultaneously

Develop and use problem-solving and multitasking skills to quickly resolve account issues

Excellent Oral Communication Skills

Self-Motivated with a Strong Since of Urgency and Proactivity

Verbal and Written Communication

Database Management

ERP System

Releasing Orders

Shipment Processing/ Verifying Shipments

Building Customer Trust and Loyalty

Upselling Products and Services

Calm and Professional Under Pressure

Order, Returns, and Refund Processing

RMA Processing

Customer Account Management

Proficient in SAP, Power BI, Microsoft Suite, and Salesforce, Microsoft Teams, and DIB

EXPERIENCE

Order Management Specialist - ABB, Wauwatosa, WI - 02/2022 - Present

Processed orders (Orders, RMA’s, Credits, and Returns) within SAP for tracking, maintaining, monitoring and reporting.

Fielded incoming emails from customers, sales, shipping, and Inside Sales; and verified clear and complete communication among involved parties.

Mastered warranty and order management processes, by answering questions from various personnel levels.

Reviewed and interpreted purchase orders for compliance to contractual agreements, product model numbers and standard terms and conditions of sale.

Maintained product price lists and confirmed customer orders for accurate unit pricing.

Communicated with customers to assist with order placement and offer updates on status and shipping.

Informed customers of shipping dates and tracking and order information.

Special Education Teacher - Greendale High School, Greendale, WI – 06/2021 – 02/2022

Delivered effective and differentiated classroom instruction to range of neurodiverse students

Modified general education curriculum for special-needs students using various instructional techniques and technologies

Coordinated special education students and teacher assistant schedules with master schedule

Provided life skills programming for students with moderate to severe autism

Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals

Taught multiple subjects to students with intellectual or emotional disabilities

Special Education Teacher - Milwaukee College Prep, Milwaukee, WI - 06/2020 – 06/2021

Modified general education curriculum for special-needs students using various instructional techniques and technologies

Coordinated special education students and teacher assistant schedules with master schedule

Provided life skills programming for students with moderate to severe autism

Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals

Taught multiple subjects to students with intellectual or emotional disabilities

Special Education Paraprofessional - Milwaukee College Prep, Milwaukee, WI - 03/2013 – 06/2020

Milwaukee College Prep, Milwaukee, WI

Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes

Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues

Collaborated with teacher to create customized classroom environment integral to students' needs

Assisted teachers with classroom management and document coordination to maintain positive learning environment.

Staffing Specialist - Milwaukee County Behavioral Health, Milwaukee, WI - 02/2011 – 03/2013

Interacted with employees by phone, email or in-person to provide information

Delivered clerical support by handling range of routine and special requirements

Delivered top-notch administrative support to office staff, promoting excellence in office operations

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors

Worked closely with the Nurse Managers to complete a monthly staff schedule for each department of the hospital

Balanced competing priorities through deliberate project and time management practices.

Identified opportunities to enhance specialization resulting in increased efficiency.

Maintained positive working relationship with fellow staff and management.

OEM Customer Service Rep - Rockwell Automation, Milwaukee, WI - 01/2010 – 02/2011

Provided primary customer support to internal and external customers

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions

Responded to customer requests for products, services and company information

Assisted customers with special order requests, and arranged product pick-up

Provided information regarding credit accounts, past due payments, and loyalty programs

Effective liaison between customers and internal departments

Educated customers about billing, payment processing and support policies and procedures.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Lead Customer Support Specialist - Invivo Corporation (Subsidiary of Philips Medical Systems), Pewaukee, WI - 04/1998 – 08/2009

Lead a team of 4 Customer Support Specialists.

Described product highlights and benefits to help guide purchasing decisions

Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections

Completed 30-50 new orders per day with 100% accuracy and consistent high customer satisfaction scores

Maintained accurate and current customer account data with manual forms processing and digital information updates

Gathered and reviewed customer installation information to process work orders, product delivery needs, installation dates, and hospital staff training

Resolved concerns with products or services to help with retention and drive sales

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions

Leveraged sales expertise to promote products and capitalized on upsell opportunities

EDUCATION

DPI Teaching Certification

Mount Mary College, Milwaukee, WI Jan 2020

Bachelor of Arts - Business Administration

Mount Mary College, Milwaukee, WI Dec 2004

Associate of Applied Science - Electronics Technology

Heald Institute of Technology, Martinez, CA Jan 1997

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