ANN HERVEY
Aurora,CO
Summary
Dedicated Customer Service Representative providing support to MSR's and Key account customers. Extensive knowledge of SAP and Salesforce system. I have worked for Dawn Foods for over 14 years working with our marketing and key account customers such as Panera Bread, Whole Foods, Bake Fresh of Colorado, Shamrock Foods, Sysco, Peyton's and King Soopers. I have established relationships with our transportation and purchasing departments. I also handle all COA's, backorder , rejection and V.25 reports.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Dawn Foods
DENVER, COLORADO
02.2010 - Current
- Developed positive relationships with customers through friendly interactions.
- Experience in SalesForce and SAP system
- Provided accurate information about products and services to customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted available products and services to customers during service, account management and order calls.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Supported sales team members to drive growth and development.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Took special orders in person and over telephone, generating additional revenue every month.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Education
Associate of Science - Baking And Pastry Arts
Johnson & Wales University - Denver
Denver, CO06-2017
Associate of Science - Culinary Arts
Johnson & Wales University - Denver
Denver, CO06-2014
Skills
- Salesforce Knowledge
- Product Knowledge
- Inbound and Outbound Calling
- Account updating
- Report Generation
- Complaint resolution
- Report creation
- Customer Service
- Problem-solving abilities
- Report Preparation
- Client Relations
- Administrative Support
- Return/credit authorization process
- Help train new hires
- Collaboration with other departments
- Order entry
- Managed assigned accounts
- Support MSR's/PTO coverage
Timeline
Customer Service Representative
Dawn Foods
02.2010 - Current
Associate of Science - Baking And Pastry Arts
Johnson & Wales University - Denver
Associate of Science - Culinary Arts
Johnson & Wales University - Denver