Anne De Gastyne

· Business Strategy –

o Prepared detailed reports on updates to project specifications, progress, identified conflicts.

o Tracked clients sales progress in Sugar CRM and adapted plans to maintain growth.

o Initiated cross-training program to improve inter-departmental communication and encourage a teamwork mentality.

· Process Improvement –

o Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

o Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.

o Created and collaborated in implementation and maintenance of customer complaint log.

o Wrote and maintained department work instructions to comply with quality assurance standards.

· Customer Connection –

o Enhanced industry and technical knowledge through active participation in learning and growth opportunities.

o Created pricing schedules and determined discount rates.

o Maintained positive relationships with customers to promote continued business opportunities.

· Training –

o Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.

o Trained new team members by relaying information on company procedures and department culture.

o Identified and solved internal problems related to employee turnover by revamping training approaches.

• Provided primary customer support to internal and external customers.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Supported sales team by creating quotes, communicating product lead times and production schedules.

· Customer Support –

o Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.

o Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.

o Educated customers about billing, payment processing and support policies and procedures.

o Retained accounts by offering catered solutions to maintain account status.

· Internal Collaboration –

o Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

o Documented customer interactions in internal database to maintain customer service history details and provide cross-departmental visibility of existing communication.

o Increased efficiency and productivity by revising processes to support internal customers.

· Exceeding Expectations –

o Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.

o Maintained extensive knowledge of company products to recommend items aligned with customer needs.

o Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

o Collected customer feedback and made process changes to exceed customer satisfaction goals.