Customer Experience Specialist

• Jun 2022 - Present

Business Support Specialists

• Aug 2021 - Jun 2022

Customer Experience Specialist

• Jun 2019 - Apr 2020

• Design methods and processes to increase the Byrne Customer Experience • Methods are customer centric with a focus on customer gratitude • First time customers shall receive superior service by delivering a WOW experience • This is executed on a 100% of first time orders• Responsible for proactive daily calls to all Inbound Customers with outstanding quotes over $5,000 • Maintain call documentation within Dynamics and a 90% on-time completion rate • Analyze the Inbound customer experience through daily follow up calls on shipped orders • Maintain documentation within Dynamics and elevate customer experience trends to GM.• Able to detect and react to customer problems• Complete Inbound Annual data classification audits • Maintain documentation within Dynamics with a 90% on-time completion rate • Ensure all Inbound customers are accurately categorized within Dynamics • Maintain a 90% accuracy and completion rate • Evaluate top winning and Top losing Inbound customers • Develop a monthly insights report based on phone conversations ○ What is impacting their business ○ How can we help them ○ Maintain phone call log within Dynamics• Improve data integrity by following the Daily Audit Process • Follow through on B2 opportunities to ensure projects keep moving forward. Show less

Pricing Analyst

• Sep 2019 - Dec 2019

Customer Relations Supervisor of Inbound Sales

• Sep 2018 - Jun 2019

Inbound sales is dedicted to providing an exceptional customer experience to Byrne customers. We really take the time to get to know our customer, to provide education on our products, and we recommend the best solution for your application. We are relationship builders, and we are looking to partner with you.

Customer Relations Professional

• May 2016 - Sep 2018

Responsibilities include:-Customer satisfaction!-Account management for strategic and non strategic accounts.-Building and maintaining relationships with high customer satisfaction ratings.-Providing product information, website guidance, and product up-selling.-Providing Excel based pricing quotations.-Coordinate custom clearance and compliant documentation for international shipments.-Customer visits for product assistance and monthly reviews.-Assisting with order processing in Syteline EDI.-Product/Building layout assistance.-Work cross functionally with Sales team, Engineering, Financing, Purchasing and Production.-Provide internal assistance for customer support and innovation solutions.-Prepare and follow through with product returns.I'm continuously working on process improvements that can help drive our team to be even more successful. Show less

Customer Relations Support

• Jan 2015 - May 2016

Responsibilities include:-Operated an external customer focused inbox while maintaining a personal inbox.-Communicated with customers (both written and verbal) about product information, website guidance, lead times and concerns. -First on phones, provided Tech support and/or transferred calls accordingly. - Voice of Byrne. Recoded the company greeting, voicemail and instruction guidance for incoming calls.-Successfully logged conversations and email transactions under the customers account.-Managed drop-ins, order changes and move-up requests.-Manually processed and checked customer orders with high efficiency railings.-Updated Syteline with new product part numbers and customer cross reference.-Provided estimates for shipping and freight costs.-Worked cross functionally for product and customer resolution.-Proposed 24 process improvements of which 11 were successfully implemented. -Responsible for documenting processes and training new employees.Driven by a work smarter not harder attitude. Show less

Production Set-Up

• Apr 2013 - Jan 2015

Responsibilities include:-Responsible for prepping production lines and pulling materials from a build sheet. -Read daily production schedules, ordered materials, and communicated cross functionally to fulfill daily orders. -Created a molded material log for product ordering. -Submitted material and tooling worps.-Assisted with milling and cord cutting options for production needs. -Trained new employees.-Documented processes and created instructions. -100% audited new and special parts.-Assisted production lines with start up and tear down of product.-Read CAD documents and assisted with updates. Show less

Assembly Worker

• Apr 2012 - Apr 2013

Responsibilities include:-Assembling electrical units for office furniture. -Read product blueprints and CAD documents.-Scanned orders into syteline, and used the WICKI to locate specific product information.-Worked as a team to meet daily production goals. -Quality inspected product prior to shipment.-Operated a cord cutting and striping machine.-Trained new employees.

Prep Cook

• Apr 2010 - Apr 2012

Responsibilities include: -Prepped work stations. -Managed a soup and salad station. -Assisted the head chef with daily duties . -Placed vendor orders and received product. -Responsible for kitchen breakdown and clean up. -Actively involved with catered events. Responsibilities include: -Prepped work stations. -Managed a soup and salad station. -Assisted the head chef with daily duties . -Placed vendor orders and received product. -Responsible for kitchen breakdown and clean up. -Actively involved with catered events.

Sales Associate

• Apr 2007 - Apr 2012

Responsibilities include: -Customer satisfaction! -Assisted customers with purchases. -Handled money, daily till transactions and was accountable for merchandise. -Placed vendor orders, checked in vendors, and completed a daily log of purchases. -Responsible for creating a daily responsibility log. -Training new employees. Responsibilities include: -Customer satisfaction! -Assisted customers with purchases. -Handled money, daily till transactions and was accountable for merchandise. -Placed vendor orders, checked in vendors, and completed a daily log of purchases. -Responsible for creating a daily responsibility log. -Training new employees.

Assembly Worker

• Feb 2008 - Nov 2010

Responsibilities include: -Assembling fluid transfer solutions for the automotive industry. -Worked to meet daily production goals. -Placed corrective actions for maintenance and tooling issues. -Inspected final product for defects. -Took hourly metrics and quality checks of raw materials. Responsibilities include: -Assembling fluid transfer solutions for the automotive industry. -Worked to meet daily production goals. -Placed corrective actions for maintenance and tooling issues. -Inspected final product for defects. -Took hourly metrics and quality checks of raw materials.