Experience

TownSteel Inc.

• United States
• Wholesale Building Materials
• 1 - 100 Employee

• Customer Support Lead

  • Apr 2022 - Present

  - Leadership & Team Development: Spearheaded a team of customer service specialists, focusing on continuous training and mentoring, leading to enhanced team performance and positive customer feedback. - Operational Efficiency: Streamlined order processing and shipping operations, ensuring consistent on-time delivery for product samples and orders. - Client Relations: Established and nurtured relationships with key B2B clients, resulting in increased repeat business and long-term contracts. - Technical Proficiency: Delivered expert technical support on Townsteel products, effectively resolving complex client queries on the first call. - Data Management & Analysis: Managed the HubSpot CRM system, ensuring accurate and efficient communication and record-keeping, leading to reduced client follow-ups. - Feedback & Strategy: Implemented a feedback system, gathering insights from customers and team members to enhance service quality and product offerings. - Collaboration: Liaised with production and inventory departments, optimizing the supply chain and ensuring consistent product availability for B2B clients. - Issue Resolution: Expertly handled and resolved escalated customer complaints, maintaining Townsteel's esteemed reputation in the industry. - Budgeting & Resource Allocation: Managed the customer service department's budget, optimizing resource allocation and ensuring maximum efficiency. - Risk Management: Developed and enforced customer service protocols in line with industry standards, mitigating potential risks and ensuring consistent quality service. Show less



Arriba Cases

• City of Industry, California, United States

• Customer Service Representative

  • Nov 2015 - Jan 2021

  - Product Expertise: Developed in-depth knowledge of DJ equipment cases, effectively addressing customer queries and providing tailored recommendations. - Customer Relations: Established and maintained strong relationships with clients, ensuring repeat business and fostering brand loyalty to Arriba Cases. - Order Management: Efficiently processed and tracked customer orders, guaranteeing timely delivery and consistently high levels of customer satisfaction. - Feedback Collection: Actively collected and analyzed customer feedback, collaborating with the product development team to inform design improvements and new product launches. - Issue Resolution: Skillfully addressed and resolved customer complaints and concerns, reinforcing Arriba Cases' reputation for exceptional after-sales support. - Collaboration: Worked closely with sales and inventory teams to ensure product availability and timely communication of promotional offers to customers. Show less



Susan Biegel MD

• United States
• Medical Practices
• 1 - 100 Employee

• Front Office Receptionist

  • Apr 2014 - Jun 2015

  - Patient Coordination: Managed patient appointments, ensuring timely scheduling and efficient communication, resulting in enhanced patient satisfaction and clinic efficiency. - Medical Records Management: Maintained and updated patient records with utmost confidentiality, while ensuring seamless communication between Dr. Biegel and her patients. - Front Office Operations: Provided warm and professional reception to all visitors, handled incoming calls with diligence, and facilitated efficient day-to-day operations of Dr. Biegel's medical practice. Show less



American Career College

• United States
• Higher Education
• 400 - 500 Employee

• Medical Assistant

  • Mar 2013 - Apr 2014

  - Clinical Support: Assisted in routine medical procedures, prepared examination rooms, and ensured all instruments were sterilized and ready for patient appointments, ensuring optimal patient care. - Patient Management: Conducted initial patient assessments, recorded vital statistics, and maintained up-to-date electronic health records, facilitating efficient and accurate medical examinations. - Interdepartmental Collaboration: Worked closely with medical professionals and administrative staff, ensuring streamlined communication and enhanced patient experience throughout their visit to American Career College. Show less