Experience

Master Power Transmission, Inc.

• United States
• Automation Machinery Manufacturing
• 1 - 100 Employee

• Product Specialist

  • Sep 2012 - Present

  * Front-line customer contact for orders, quoting, and troubleshooting * Process improver to create a more customer-focused experience * First-contact resolver for distributor or end-user inquiries



REVMAN

• United States
• Textile Manufacturing
• 100 - 200 Employee

• Customer Service Representative

  • Mar 2012 - Aug 2012

  Spartanburg, SC



Jarden Plastic Solutions

• Customer Service Manager

  • Apr 2008 - Sep 2011

  • Received customer orders through various mediums (fax, email, telephone, mail) and maintained order entry and fulfillment records • Communicated with various departments (Production Control, Shipping, and Quality) to insure that materials were available to fulfill customer requirements in a timely manner • Maintained records such as Return Material Authorizations and Customer Corrective Action Requests to insure we complied with ISO 9001:2008 standards • Created an internal Customer… Show more • Received customer orders through various mediums (fax, email, telephone, mail) and maintained order entry and fulfillment records • Communicated with various departments (Production Control, Shipping, and Quality) to insure that materials were available to fulfill customer requirements in a timely manner • Maintained records such as Return Material Authorizations and Customer Corrective Action Requests to insure we complied with ISO 9001:2008 standards • Created an internal Customer Satisfaction matrix to insure we met quarterly/monthly goals • Reported directly to VP of Sales regarding monthly/quarterly/yearly forecasts for 4 domestic plants and our UK facility and if we were on track to meet them • Handled in-house accounts to grow their gross margins by at least 5-8% YOY through material price changes, increased volumes, or more efficient means of production

• Customer Service Manager

  • Apr 2008 - Sep 2011

  Received customer orders through various mediums (fax, email, telephone, mail) and maintained order entry and fulfillment records Communicated with various departments (Production Control, Shipping, and Quality) to insure that materials were available to fulfill customer requirements in a timely manner Maintained records such as Return Material Authorizations and Customer Corrective Action Requests to insure we complied with ISO 9001:2008 standards Created an internal Customer… Show more Received customer orders through various mediums (fax, email, telephone, mail) and maintained order entry and fulfillment records Communicated with various departments (Production Control, Shipping, and Quality) to insure that materials were available to fulfill customer requirements in a timely manner Maintained records such as Return Material Authorizations and Customer Corrective Action Requests to insure we complied with ISO 9001:2008 standards Created an internal Customer Satisfaction matrix to insure we met quarterly/monthly goals Reported directly to VP of Sales regarding monthly/quarterly/yearly forecasts for 4 domestic plants and our UK facility and if we were on track to meet them Handled in-house accounts to grow their gross margins by at least 5-8% YOY through material price changes, increased volumes, or more efficient means of production



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service Representative

  • Sep 2003 - Apr 2008

  • Provided telephone and email support to customers inquiring about their wireless plans, bills, or equipment • Acted as a liaison between team members and upper management on ways to streamline our processes to create a more productive workforce • Handled high call volumes while completely answering all concerns the customer had to insure repeat phone calls weren’t necessary

• Customer Service Representative

  • Sep 2003 - Apr 2008

  Provided telephone and email support to customers inquiring about their wireless plans, bills, or equipment Acted as a liaison between team members and upper management on ways to streamline our processes to create a more productive workforce Handled high call volumes while completely answering all concerns the customer had to insure repeat phone calls weren’t necessary



Exostar, LLC

• Customer Loyalty Representative

  • Aug 2002 - Sep 2003

  Provided telephone and email support to both buyers and suppliers for our e-procurement solutions Worked with aerospace and defense companies to help them gain access to our supply chain platform Maintained a record of customer surveys to better inform executives of customer experiences