Open To Work
Amber Popp
East Troy,Wisconsin
Summary
Results-driven OTC Specialist with expertise in process improvement and team leadership. Skilled in enhancing customer satisfaction through effective communication and problem-solving. Experienced in implementing quality assurance standards and addressing customer complaints. Committed to optimizing workflows and improving business processes, excelling in fast-paced environments with strong analytical skills and a proactive mindset.
Overview
10
10
years of professional experience
Work History
OTC Specialist - Clean Energy (Solar)
Generac Power Systems
Waukesha, WI
2021.11 - Current
- Fostered collaborative relationships with staff and management to enhance teamwork.
- Coordinated with other departments to ensure efficient workflow processes.
- Developed and implemented specialized procedures for customer service operations.
- Contributed to strategies aimed at improving customer satisfaction and loyalty.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Collaborated with cross-functional teams to identify and implement effective solutions to complex operational challenges.
- Developed training materials for product knowledge and customer support.
- Facilitated communication between departments to streamline workflows.
- Monitored missing materials and shipments, coordinating with vendors and customers to expedite resolutions.
- Identified needs of customers promptly and efficiently.
- Processed customer returns and issued credits efficiently, ensuring accurate record-keeping and customer satisfaction.
Order Management Team Lead
Generac Power Systems
Waukesha, Wisconsin
2021.01 - 2021.11
- Led team in daily operations and project management tasks.
- Coordinated cross-functional communication between departments and teams.
- Implemented process improvements to enhance workflow efficiency.
- Trained new team members on company policies and procedures.
- Monitored team performance and provided regular constructive feedback to enhance individual and team development.
- Developed training materials to support staff development initiatives.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Delegated tasks appropriately according to individual skill sets.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team progress and enforced deadlines.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified and implemented process improvements to streamline operations and increase workflow efficiency.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Maintained accurate records of employee attendance and task completion times.
- Collaborated with management team to implement new work procedures or policies.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Offered training and support to keep team members motivated and working toward objectives.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Reviewed completed work to verify consistency, quality, and conformance.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Completed daily quality assurance duties to provide feedback for improvements.
- Maintained open communication with senior management to report on team progress and address challenges proactively.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Order Entry Specialist
Generac Power Systems
Waukesha, Wisconsin
2018.11 - 2021.01
- Processed customer orders with precision using internal order management systems to ensure seamless transactions.
- Verified product availability to facilitate timely order fulfillment and enhance customer satisfaction.
- Coordinated with shipping teams to schedule deliveries and manage logistics.
- Collaborated with sales teams to ensure accurate product information dissemination.
- Trained new staff on order entry procedures and system usage efficiently.
- Assisted customers with changes or cancellations to existing orders when necessary.
- Researched discrepancies between customer purchase orders and invoices.
- Monitored inventory levels and placed re-order requests.
- Ensured accuracy and completeness of customer orders prior to entry into the system to minimize errors.
Distributor Support Representative
Generac Power Systems
Waukesha, Wisconsin
2017.07 - 2018.11
- Collaborated with team members to streamline processes, enhancing overall workflow efficiency.
- Traced missing material and shipments through vendor and customer communications.
- Resolved customer inquiries regarding product features, pricing, availability, and order status updates.
- Engaged with customers to understand needs, resolve issues, and provide product information, improving customer satisfaction.
- Maintained positive attitude and diplomacy when dealing with customers and other team members.
- Adjusted bills and processed refunds to effectively resolve service and billing complaints, ensuring customer retention.
Customer Support Specialist
Generac Power Systems
Waukesha, Wisconsin
2016.08 - 2017.07
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Updated knowledge of company products, services, policies, and procedures to provide informed customer support.
- Recorded customer interactions in CRM to ensure accurate tracking and future reference.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Contributed to team meetings to develop strategies for enhancing customer experience.
Education
High School Diploma -
Waukesha North Highschool
Waukesha, WI01.2012
Skills
- Customer relationship management
- Order management
- Inventory management
- Process improvement
- Continuous improvement
- Data analysis
- Root-cause analysis
- Customer service operations
- Team leadership
- Training and development
- Problem solving
- Effective communication
- Time management
- Management collaboration
- Professionalism
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$30/hr - $1000/hrTimeline
OTC Specialist - Clean Energy (Solar)
Generac Power Systems
2021.11 - Current
Order Management Team Lead
Generac Power Systems
2021.01 - 2021.11
Order Entry Specialist
Generac Power Systems
2018.11 - 2021.01
Distributor Support Representative
Generac Power Systems
2017.07 - 2018.11
Customer Support Specialist
Generac Power Systems
2016.08 - 2017.07
High School Diploma -
Waukesha North Highschool