Senior Client Relations Leader with 25+ Years Experience

La Ronda M. Moore

Plainfield IL Cell 815-***-**** ****************@*****.***

Summary

Experienced Client Relations Lead with over 25 years of customer service expertise. Proven success in process improvement, cross-functional collaboration, and team leadership within fast-paced corporate environments. Adept at building strong client relationships, interpreting customer needs, and leveraging SAP and Microsoft tools to enhance service delivery and operational efficiency.

Key Achievements

• Led ISO audit and process improvement training sessions, improving departmental efficiency and compliance.

• Processed over 1,000+ third-party inbounds monthly while maintaining exceptional service accuracy and speed.

• Collaborated cross-functionally to resolve invoice and order discrepancies, achieving a 98% issue resolution rate.

• Trained and mentored new employees across departments, supporting company-wide service excellence initiatives. Professional Experience

Nalco Water - Ecolab, Naperville, IL

Lead Customer Service Rep - Third Party Nov 2018 – July 2025

• Monitor and analyze daily reports to ensure fulfillment of direct ship orders aligning with customer delivery expectations.

• Processed 150–200 transaction tickets/work orders daily from team inbox, plus 1,000+ third-party inbounds monthly.

• Trained new team members and departments on ISO audits and third-party processes to improve quality systems.

• Collaborated cross-functionally with suppliers, accounts payable, and internal teams to resolve invoice and order-related issues.

• Managed and prioritized daily tasks, made independent decisions, and consistently met project Deadlines. Nalco Water - Ecolab, Naperville, IL

Sr. Customer Service Rep July 2013 – Nov 2018

• Handled high call volume while processing chemical and equipment orders efficiently.

• Processed RMAs, plant returns, and equipment transfers received via fax, email, web, or phone.

• Collaborated with logistics and sales teams to ensure timely fulfillment of customer needs.

• Troubleshoot complex customer and rep issues to provide timely, accurate solutions.

• Provided support and training to new employees to achieve departmental metrics and goals.

• Maintained strong organization, concentration, and stress tolerance skills in a fast-paced environment. Education

Olympia College Medical Billing Diploma May 2006 – May 2008 Malcolm X College General Studies Aug 1996 – Aug 1998 Northeastern IL University General Studies Aug 1 995 – Aug 1996 Core Competencies

Conflict Resolution, Critical Decision-Making, Employee Training, Organizational Skills, Revenue Growth, SAP/Software Training

Software

Microsoft Office (Excel, PowerPoint, Word), SAP, Teams, ETQ, ECE, SharePoint, NICE/DFO, Ariba, ONBASE

Contact this candidate