Call Center Customer Support
Resume:
Mary Ruth Furr
Contact
Fort Mill, SC 29707
********.****@*****.***
Professional Summary
Client-focused professional, offering 15+ years of experience in account/customer services. Ability to collaborate with associates and management to achieve business objectives. Solid background in client relations, sales, procurement, writing and implementation of processes and procedures. Emphasis in area of inside sale and account management. Adept in conveying the benefits of products and service. History of exceeding employer expectations across diverse industries. Proficient in resource allocation and process optimization to increase productivity, maximize sales opportunities and cost savings in supply chain management. Committed to exceptional customer satisfaction through communication and timely problem resolution. Writer of business processes and procedures for maintaining objectives and meeting goals. Energetic and collaborative with demonstrated success in supporting colleagues. Priority goal is to make it easier for our customer to do business with the company.
Education
Lipscomb University
Nashville, TN
B.S. Degree
Major: Education
University of the Rockies
Denver, CO (online)
Masters
Mediation & Conflict
Resolution
(not completed)
Key Skills
SalesForce
Microsoft Office
Oracle
QuickBooks
Experience
2/2018 – 6/2019 (remotely and in-office)
Client Services Representative • Internetwork Engineering • Charlotte, NC
Ensured customer satisfaction and retention by creating positive resolutions and responses to client’s request.
Provided monthly budget reports to top accounts, ensuring clients met all their budgetary requirements.
Increased margin dollar growth by 5% for Account Managers by understanding OEM Registration, Rebate programs and bundling of product solutions.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Working with internal teams to achieve customer care strategy to ensure company success
9/2014 – 2/2018 (worked remotely at home Charlotte, NC) Promoted SMARTnet Procurement Specialist • WorldWide Technology • St Louis, MO
Researched, developed and wrote job description for this position. Created directive for development of position and received approval from executives for new position to be implemented.
Investigated internal reports, capturing non-purchased services for Cisco equipment and licenses. ($160,000 in net buy). Put solutions into play that streamlined process.
Collaborated with other teams to implement effective workflow and overall business growth.
Conducted training and change management processes for improvement operationally.
5/2013 to 9/2014 (worked remotely at home Charlotte, NC) Procurement Specialist • WorldWide Technology • St Louis, MO
Moved into Procurement role from Inside Sales to write processes and procedures to enhance procurement operations.
Strategic sourcing of customer orders based off quote from inside sales. Inspect orders regularly to ensure compliance with established policies and quality standards.
2
Other Skill Base
Marketing
Brand Management
Project Management
Budget Planning
Social Media Planning
Cross Team Collaboration
Presentation
Development
Internal/External
Executive
Communications
Communicated with accounting and finance departments to obtain payment approval.
8/2012 to 9/2013 (worked remotely at home Charlotte, NC) Inside Sales Representative • WorldWide Technology • St Louis, MO
Ensured customer satisfaction and retention by creating positive resolutions and responses to client request.
Collaborated with Account Manager to increase sales by understanding discount structure and rebate programs with vendors.
Responsible for driving internal and exterior delivering experience by maintaining proper protocol in managing all aspects of client orders from quote to delivery. 4/2007 to 5/2012
Buyer • Dimension Data • Charlotte, NC
Sourcing of customer orders based off quote from inside sales.
Promoted into Inside Sales after one year as Buyer Inside Sales Rep • Dimension Data • Charlotte, NC (worked remotely)
Ensured customer satisfaction and retention by creating positive resolutions and responses to client request.
Additional work experience which included management role: Store Manager -12 employees (Sprint Store)
Supervisor of Sample Department - 6 employees (Mail-Well Label) Supervisor of Sample Department – 8 employees (tesa tape Inc) Supervisor of Sample Department – 20 employees (Joanna, A CHF Co.) Teacher and Coach (Indian Land High School, Potter Christian School) Communication
As Marketing Services Manager at both Mail-Well Label and tesa tape inc, it was my responsibility to build and execute internal and external communication programs. These programs spanning multiple communications channels were designed to implement best practices with upper management levels, as well as entire teams within the organization and our client base. The purpose was to engage all employees, keeping them connected to critical messages and activities across the organization, and to implement these programs to the client base for overall customer satisfaction. The results were increased input from internal teams, as well as clients engaging with the business strategies and creating ultimate teamwork across the board.
Leadership
Proven track record of leadership qualities. My philosophy is to treat others as I would want to be treated and to lead others to find their success stories. Encouragement, along with motivation to help teammates, as well as others within the organization. My favorite quote about leadership is by John Welch. “Before you are a leader, success is all about growing yourself. When you become a leader, success is all about growing others.” References
Dave Powell - Retired Manager Bartlett Tree Experts (Immediate Supervisor) 803-***-****
Dave and Michelle Weeks – Retired Pilot from American Airlines and Remax Real Estate Agent 704-***-****
Erin Laswell – World Wide Technology (Immediate Supervisor) 636-***-****
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