Experience

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  The Scotts Miracle-Gro Company

  • Marysville, OH

  • Consumer Services Specialist

    • Jun 2016 - Present
    • Marysville, OH

    •Work with customers on escalated issues.•Address customer issues that come through the Better Business Bureau.•Address tenders from stores.•Answer customer emails and approve emails from other representatives.•Address issues that come in via social media and reply to social media inquiries.•Assist customer inquiries about direct to consumer purchases and address any issues.

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  Scotts LawnService

  • Marysville, OH

  • Customer Relations Representative

    • Mar 2007 - Jun 2016
    • Marysville, OH

    •Created, implemented and administer process for addressing customer correspondence. •Created, implemented and administer process for addressing Better Business Bureau Complaints and Attorney General Complaints. Intercede with complaints should there be a concern with reaching a solution.•Developed process for addressing calls and letters for executives or from escalated customers.•Identify and work with Legal Department and other personnel on customer issues that might cause legal or media exposure for the company.•Monitor websites where customers may post concerns. Focus on identifying the customer to assist with their issues.•Ensuring coverage for customer phone lines and responsible for correspondence turnaround time. •Compose letters to customers on sensitive issues and often proof read or “polish” letters for others.•Regularly provide suggestions and coach local managers on customer issues.

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  CheckFree

  • Dublin, OH

  • Customer Solutions Associate

    • Nov 2006 - Mar 2007
    • Dublin, OH

    Assisted customers via phone with setting up accounts on line to pay merchants•Researched payments from customers that were not posted properly with merchants•Assisted customers with trouble shooting the web site and their own computer issues

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  BMW Financial Services NA, LLC

  • Dublin, OH

  • Customer Relations Specialist

    • Nov 2000 - Jul 2006
    • Dublin, OH

    2000-July 2006•Worked extensively with written correspondence in department; primarily e-mail to customers. Recognized as a top performer, I was instrumental in helping the department achieve a 24 hour turnaround time for all written customer inquiries. •Negotiated resolutions to customer concerns. Routinely achieved mutual satisfaction for the customer, field, and dealer.•Served as liaison for the Customer Relations call center to the Engineering Department for accessories (i.e., iPod Adaptor, Sirius), navigation and audio issues including iDrive and other technical inquires. Primarily assist with inquiries from customers, but also assisted with dealer inquires on these items. •Served as primary representative for the MINI Brand. Worked closely with MINI representatives from Parts, Warranty, and Marketing to resolve customer concerns. As the primary contact, I also work with the MINI Field Staff on customer assistance inquires and vehicle repurchase requests. I successfully built great relationships with all parties.•Served as liaison for the Customer Relations call center to the European Delivery Department. Worked with customers finding hotels, inquiries about the general process of European Delivery and assisted with damage/insurance inquires once the cars were redelivered in the United States.•Facilitated training for new hires and existing representatives. I trained primarily on the use of the vehicle navigation system, technical information applications, and assisting reps with customer website concerns.

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  ABC

  • Columbus, Ohio Area

  • Intern Production Assistant

    • Jun 1999 - Aug 1999
    • Columbus, Ohio Area

    Prepared scripts for the 6 am and noon broadcast•Operated studio camera for the broadcasts•Learned to run the audio board for taped segmentsI was hired in August of 1999 as a Production Assistant. I was employed at ABC-6 until Aug 2000.

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  The Kroger Company

  • Urbana, OH

  • Pharmacy Technician

    • Sep 1998 - Jul 1999
    • Urbana, OH

    Filled prescriptions in a high pressure environment•Assisted in maintaining inventory of drugs•Maintained knowledge of medications and contraindications of them•Worked with customers and insurance companies to address customer concerns.

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  Urbana Daily Citizen

  • Urbana, Oh

  • Intern Reporter

    • Apr 1997 - Jun 1997
    • Urbana, Oh

    Covered local village council and school board meetings•Gathered marriage license and property transfer information from the court house•Wrote at least one feature story a week