Customer Service Specialist - Order Processing Expert

Colleen S. Wilson - Van Nuys, CA *****

**************@*****.*** 818-***-****

www.linkedin.com/in/colleen-s-wilson

Dedicated detail-oriented Customer Service Specialist / Order Processing with 10+ years combined experience in building/maintaining customer relations, escalation resolution, and order processing seeking a long-term commitment to boost company profitability.

SKILLS

Empathy/Compassion Phone Etiquette

Communication Verbal and Written Sales & Sales Support

Customer Relations, Service & Support Documentation & (Standard Operating Procedures)

Trainer/Motivator

QuickBooks and other SaaS software

Microsoft Office Suite & Salesforce

Various ERP /SAP type applications (Similar to

NetSuite)

PROFESSIONAL EXPERIENCE

Data Support Co, Inc. Panorama City, CA September 2023 – February 2025 Customer Service/Sales/Order Processing (Lab Testing Equipment)

Purchase order entry and change requests. (ERP) Resolved daily critical issues and escalated cases with challenging customers and situations with empathy and respectful communication, resulting in higher dollar sales and improved customer retention and satisfaction. Managed system ordering issues, delivery problems and resolutions.

Provided price quotations and professional follow ups.

Provided exceptional service via high call volume phone, email, and live chat – including taking credit card orders over the phone.

Took ownership of the production sales for Top 10 global business companies, including order processing and all other necessary sales operational requirements. By using suggestive sales techniques and upselling our products, I increased the sales revenue for one customer by 50% compared to the previous year.

Managed four web-based stores: two Amazon and two Shopify using QuickBooks to ensure quick order processing within company standards for turnaround time.

Steril-Aire LLC, Valencia, CA (hybrid) June 2020 – March 2023 Customer Experience Specialist (UVC Germicidal Light – HVAC applications)

Purchase order entry through ERP Intuitive. Provided exceptional customer service via email, phone, Teams, Zoom.

Managed multiple A-list accounts, for a worldwide distributor/customer base, facilitating operations from quotation, order entry, through fulfillment, international documentation, and shipment. Facilitated the collection of prepayments, order research, account tracking, working closely with accounting.

Troubleshooted order errors in systems and cooperative teams, and guided customers on how to complete our order forms and other quality issues.

Completed warranty issues, RMAs, and escalated complaints through empathy, interpersonal skills, calming demeanor and with my dedication to customer success. Thryv, Glendale, CA (Formerly Yellowpages.com, DexYP, Contract - October 2010 – November 2013 YP, AT&T) National Internet Advertising Full-Time - November 2013 – January 2020 Order Processing Specialist / Team Lead (National Internet Advertising Operations)

Purchase order entry, Performed escalation resolution in a professional and timely manner. Ensured that all customers remained fully informed of order status. Validated orders to confirm the team executed special instructions. Completed documentation and received orders, assigned orders, and created reports using Salesforce.

Trained, motivated, and monitored a team of five Order Processing Specialists. Suggested improvements in workflow and processes. Led Team from 70% to 90-100% accuracy. Drafted technical processes and procedures for training and documentation purposes. Maintained a positive and motivating environment.

Consulted as Subject Matter Expert of the company’s software for both internal and external clients, troubleshooting concerns with system changes, updates, new software, and beta testing with Quality Data IT. EDUCATION

High School Diploma. College studies include English, Art History, Graphic Design & Music VOLUNTEER

NHCRS Media Team 2022 to present – Chat and Camera Operator - Collaborate with the media team to broadcast the services to Facebook, YouTube, and Zoom.

NHCRS Lunch in the Park 2017 to present – Currently at: Alexandria Park Tiny Home Community, North Hollywood, CA Supervise, direct, and participate in prep work, organization, and service.

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