Experience

Mirah
• United States
• Mental Health Care
• 1 - 100 Employee
• Customer Success Manager

  • Oct 2021 - Present


Nazdar Ink Technologies

• United States
• Printing Services
• 100 - 200 Employee

• Customer Service Supervisor

  • Mar 2020 - Sep 2021

  Proactively collaborate with department leaders (production, QC, R&D, shipping, warehousing, accounting, technical services) to review department processes and interactions to ensure the customer experience continuously improves.Handle customer escalation situations by communicating with the customer and mobilizing teams across the company to assist with the resolution. Communication is priority during the resolution process and once a satisfactory outcome is completed. Communicate with team members daily to provide support: customer satisfaction, inter-department interactions, personal issues.The team I lead handles over 600 customer accounts ranging from $1K to over $1M in sales.Team member errors are below 1% due to hiring practices, training, and daily interactions with the team.Streamlined the filing system again when the team moved to a remote setting in March 2020. It is now electronic and is a cost saving of 99% for this processManage timecards, time off approvals, team member evaluations, training, hiring, and separations.Continue to handle responsibilities I held as a customer service representative on an as-needed basis.

• Customer Service Lead

  • May 2014 - Feb 2020

  Provide support, training and direction to team members daily.Continue daily customer service representative responsibilities.Streamlined the department filing system from a full-time job to taking less than 15 minutes to complete each day. Train new hires in the department regarding daily responsibilities, the software systems and the phone system. Trusted to assist with everyday managerial duties while the NIT Customer Service Manager worked on a long-term project.Helped brainstorm and create the Customer Service Mashup in the new ERP system. It is used by customer service and other departments to assist with their jobs.Initial department contact for team members and other departments needs and questions.

• Corporate Customer Service Representative

  • Jun 2010 - Apr 2014

  Assist customers in the United States and Canada in order entry, RMA entry, export documentation and credit requests.Answer customer phone calls and emails regarding pricing, availability, ship dates, lead times, issues/problems and any other questions or concerns.Handle high-profile customers’ needs. Each customer has specific requirements to fulfill orders, ship, invoice and receive-in. Train a new hire in the department with regards to daily responsibilities, the software systems and the phone system.