Sales Operations & Customer Service Specialist

Susan Wiersma

Sales Operations / Customer Service

Portage, WI +1-608-***-**** *****************@***********.*** Professional Summary

Looking for new experiences and or engaging customer care, customer support position that utilizes my skills. Willing to relocate: Anywhere

Work Experience

Delivery Driver

Doordash Portage, WI

April 2025 to Present

• Ensured the safe handling and transportation of fragile or perishable items

• Adhered to all traffic laws and regulations while operating company vehicles

• Provided excellent customer service by addressing inquiries and concerns promptly and professionally

• Utilized GPS navigation systems or maps to determine optimal routes for deliveries

• Maintained a clean driving record throughout employment tenure

• Cultivated positive relationships with regular customers through friendly interactions Loan Specialist

OneMain Financial Madison, WI

October 2024 to February 2025

• Develope new and maintain current customer. relationships. Working with customers throughout the loan process and loan life cycle.

• Verify customer demographics, income and credit histories.

• Present financial solutions based on customer need, that meet their goals.

• Present customers with optional insurance products.

• Educate customers on the terms and conditions of their loan to ensure clear understanding.

• Utilized underwriting techniques and sales tools.

• Manage the life cycle of the loan, including collections activities, while complying with all laws and regulations. Customer Service Coordinator

Penda Corporation Portage, WI

August 2007 to January 2023

• Customer service handling/entering orders and following them through the system.

• Answering incoming calls, cold calling and inside sales.

• Handled warranties or all customer issues.

• Scheduled client/sales rep. appts.

• Track, handle and process credits, special invoices and warranty claims and traffic claims.

• Setting up new customers. Updating/ verifying customer info.

• Technical support.

• New products pricing.

• Account management.

• Assisting outside sales reps as needed with scheduling.

• Maintained a high level of product knowledge to effectively assist customers with their questions and concerns

• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goal.

• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty.

• Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for customers.

• Developed strong relationships with key clients through regular communication and personalized support

• Assisted customers with product selection.

• Utilized CRM software to accurately document interactions with customers and track issue resolution progress.

• Trained new team members on company policies, procedures, and best practices for delivering excellent customer service.

• Collaborated with the sales team to identify upselling opportunities during interactions with customers, contributing to an increase in average order value.

1st Shift Supervisor

National Business Systems Portage, WI

January 2002 to May 2007

I was the 1st shift data entry supervisor. I coordinated data entry workload. Making sure employees had daily job. Assisted with hiring process.

• Performed regular audits of data entries to identify and correct errors, maintaining a high level of accuracy

• Maintained confidentiality and security of sensitive information by following established protocols

• Managed multiple projects simultaneously while meeting strict deadlines for data entry tasks

• Collaborated with IT department to troubleshoot any technical issues related to the database or software used for data entry

Store Manager / District ManagerTrainer

CNG Financial Portage, WI

January 1997 to January 2002

• Store manager pocessing payday advance loans.

• Made collection calls.

• Hired employees.

• Ensured profitability of store.

• Taveled to district stores. Trained new managers. Audited district stores.

• Managed a team of 5 employees, providing training, coaching, and performance evaluations to ensure high levels of productivity and customer satisfaction.

• Developed employee schedules based on business needs.

• Developed strong relationships with key customers, addressing their needs and ensuring high levels of satisfaction

• Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets

• Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation

• Conducted thorough investigations into disputed accounts, resolving issues in a timely manner

• Maintained accurate records of all collection activities, including phone calls, emails, and correspondence

• Trained new team members on collection techniques, software systems, and company protocols Education

General (High school diploma)

Pardeeville High School Pardeeville, WI

September 1983 to May 1987

Upper secondary education

Na (Associate's degree)

High school diploma or GED

No BA (Bachelor's degree)

Skills

Customer support Recruiting IT AS400 Leadership Caregiving Computer literacy Data entry Balancing cash drawers Retail sales transactions Customer inquiry handling Computer skills Task prioritization Management SAP ERP Bluetooth Microsoft Word Time management Negotiation Office management Oracle B2B IVR Sales administration Organizational skills Accounting EDI Pricing Client communication Customer relationship management Customer service Cash register operations Customer relationship building B2B sales Greeting customers Upselling Microsoft Outlook Communication skills Sales support Teamwork Order fulfillment Sales Typing Clerical experience Manufacturing Cash handling Cashiering Supervising experience DocuSign Computer operation Schedule management Analysis skills NetSuite CRM software Word processing Inside sales Retail sales Outbound calling Order entry Problem management ERP systems Store opening/closing procedures Office experience Filing Microsoft Office Basic math Operations management Supply chain management Customer retention Proofreading Administrative experience Cold calling Attention to detail Debits

& credits Conflict management Windows GPS Processing cash transactions Front desk Shift management Microsoft Excel Google Docs Store management Marketing Professional networking Driving Multi-line phone systems Account management Self starter Salesforce iOS Phone etiquette Interviewing Writing skills Process warranty claims Languages

English

Awards

Pride award

October 2010

I was given the Pride Award for a national project I worked on with outside sales reps,, VP"s and Toyota district managers. I called dealerships and arranged demonstrations of a new accessory. After the demonstration it was my responsibility to call the Toyota dealers back and get the sale of the new accessory (a tonneau coner). I received a 90% take rate. The award was an acknowledgement for my diligent follow up and for the way I handled the project. Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

Contact this candidate