Experience

PDC IDenticard

• United States
• Retail Office Equipment
• 1 - 100 Employee

• Customer Service Supervisor

  • Mar 2019 - Present



PDC, by Brady

• Retail Office Equipment
• 100 - 200 Employee

• Workforce Manager

  • Dec 2016 - Present

  Monitor the call flow in real time, ensuring all calls are handled in timely manner meeting and exceeding our SLA.Manage interval, daily, weekly and monthly plan objectives.Ensure that the operation is working efficiently: Proactive planning and strategy developing.Coordinates off the phones activities and special projects with other departments.Manage communication with the local command center regarding client requests, scheduling, training planning, etc.Maintain the proper staffing level for the site based on requirements: manage call-in line.Review and identify call center statics/trends and provide firm discretionary activities to increase occupancy.Perform other duties and assignments as directed.Monitor Customer Service reps attendanceMonitor Calls to develop and coach Customer Service RepsApprove Timecards weekly Business Process Testing, new business system testingEnsure we are meeting KPI's dailyFamiliar with Zendesk, Oracle, Magento, Google Web Tools, Shortel Director, Zima Show less

• Customer Service Lead

  • Apr 2015 - Dec 2016

  Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.Provides statistical and performance feedback and coaching on a regular basis to each team member.Writes and administers performance reviews for skill improvement.Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.Ensures employees have appropriate training and other resources to perform their jobs.Responds to and resolves employee relations issues expressed by team members. Show less

• Customer Service Representative

  • Jul 2006 - Apr 2015

  As the face of our Company, which makes me the most valuable resource. As a team member, I was in charge of answering inquiries, placing orders, and maintaining a database of customer information. Under general supervision, I would edit, analyze, and interpret incoming orders for a wide scope of product lines. Working directly with customers, sales representatives, and our large distributors I would clarify terminology or supply missing information, check pricing and discounts, update customer information, understand & relay basic technical information, handle shipping instructions, etc. I would also coordinate price estimates, remedying discrepancies as needed, as well as maintain all required records regarding prices, discounts, product information, etc.* Providing prompt and efficient service in a busy Call Center environment.* Supplying and following up on clarifications, delivery information, expediting, discrepancies, product design and recommendations and product complaints.* Fulfilling requests for a variety of local, state, and federal forms, quotes, special pricing, order follow up, credits, billing and expediting orders.* Responsible for administering all customer service activities for customers, end users, distributors and sales representatives, such as order placement, order cancellation, taking payment information, etc.* Maintaining and updating computerized customer records.* Serving as customer contact by telephone, mail, fax or email.* Understanding internal procedures and personnel contacts for processing complete and accurate paperwork.* Assisting with orienting and training new employees Show less