Anna Watts
Rock Hill,SC
Summary
* Proficient with SAP, Microsoft Word, Excel, and Outlook
* Very familiar with manufacturing setting
* Understands dynamics and importance of working with other departments to insure customer experience is priority #1.
Overview
24
24
years of professional experience
Work History
Customer Service Representative Supervisor
Atotech USA LLC
09.2020 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving concerns.
- Streamlined workflow for faster response times through regular team training sessions.
- Implemented new policies and procedures to improve overall customer service quality.
- Reduced employee turnover by fostering a positive work environment and providing supportive leadership.
- Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Developed and maintained strong relationships with key clients, ensuring their ongoing loyalty and satisfaction.
- Mentored junior representatives, leading to increased productivity and improved skill sets within the team.
- Conducted regular performance evaluations, providing constructive feedback and recommending targeted development plans for team members.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Improved first-call resolution rates through effective coaching and guidance on problem-solving techniques.
- Coordinated scheduling to ensure adequate staffing during peak hours, minimizing wait times for customers.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Recognized as a top performer due to consistently exceeding performance targets related to customer satisfaction scores and call handling efficiency metrics.
- Assisted in the recruitment process of new employees by conducting interviews, assessing candidate skills, and making hiring recommendations based on qualifications aligned with company values.
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Completed bi-weekly payroll for 2 employees.
Key Account Customer Service Representative
Atotech USA, LLC
10.2014 - 09.2020
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and concerns.
- Streamlined account management processes for improved efficiency and client retention.
- Nurtured long-term relationships with key clients through consistent communication and attentive service.
- Collaborated with sales teams to identify upselling opportunities and contribute to revenue growth.
- Expedited order processing and fulfillment by coordinating effectively with logistics partners.
- Reduced response times for customer issues through proactive monitoring of account activity.
- Improved company reputation with exceptional customer service tailored to specific client requirements.
- Implemented feedback loops to continuously refine processes and enhance overall customer experience.
- Developed customized solutions that catered specifically to the needs of high-value customers, leading to increased loyalty and repeat business.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
Key Account Customer Service Representative
CLTC , Long Term Care Solution
03.2005 - 09.2013
- Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and concerns.
- Streamlined account management processes for improved efficiency and client retention.
- Nurtured long-term relationships with key clients through consistent communication and attentive service.
- Developed customized solutions that catered specifically to the needs of high-value customers, leading to increased loyalty and repeat business.
Teller
Founders Federal Credit Union
09.1999 - 09.2004
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Maintained friendly and professional customer interactions.
Education
Associate of Arts - Business
USCL Lancaster SC
Lancaster, SCHigh School Diploma -
Lancaster High School
Lancaster, SC05.1998
Skills
- Data Entry
- Call Center Experience
- Marketing
- CRM Software
- Performance Evaluations
- Team Coaching
- Issue Resolution
- Staff Monitoring
- Employee Retention
- Product Knowledge
- Inbound and Outbound Calls
- Attention to Detail
- Microsoft Office Proficiency
- Team Leadership
- Active Listening
- Multitasking
- Conflict Resolution
- Time Management
- Critical Thinking
- Interpersonal Skills
- Employee Supervision
- Relationship Building
- Handling Complaints
- Policy Development
- New Hire Orientation
- Phone and Email Etiquette
References
References available upon request.
Timeline
Customer Service Representative Supervisor
Atotech USA LLC
09.2020 - Current
Key Account Customer Service Representative
Atotech USA, LLC
10.2014 - 09.2020
Key Account Customer Service Representative
CLTC , Long Term Care Solution
03.2005 - 09.2013
Teller
Founders Federal Credit Union
09.1999 - 09.2004
Associate of Arts - Business
USCL Lancaster SC
High School Diploma -
Lancaster High School
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