APRIL GENTRY MCELROY
Diamond Bar,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs. Knowledge of Microsoft Office Systems, Word, Excel, PowerPoint, Outlook, Microsoft Windows operating system, Internet, email, filing, photocopying, faxing, general office duties, Zendesk, Sales Force, Live-Chat, and can type 50 wpm with complete accuracy. Remarkable ability to communicate effectively, both orally and in writing. Have the ability to problem-solve and perform job functions without interruptions, identify goals and priorities and resolve issues in initial stages, to teach others with patience, and to work independently.
Overview
12
12
years of professional experience
Work History
CSR/Project Coordinator
BTC Power Inc.
05.2022 - 01.2024
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained several new personnel regarding company operations, policies and services.
- Maintained and updated detailed database for all 12 of my clients
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
Data Entry - Pricing Specialist
FUJIFILM Irvine Scientific
12.2020 - 05.2022
- Create, revise, and renew customer price quotes in Jeeves system
- Create, revise, and renew product line price lists
- Review and authorize one-time price adjustments
- Upload customer-related pricing files
- Issues monthly reports to sales team regarding quotes that are due to expire
- Works directly with marketing and sales team to process quotes coming from CRM system and which way would work best in processing orders without issues
- Issues copies of all processed and updated quotes to Sales Team, Product Line Managers, Marketing Team, and Clients
- Processes customer action forms, signs and sends them to correct departments
- Closes customer action forms once all department heads have completed their portion
- Input's closed customer action forms into RGA database each month
- Reallocates back ordered products for shipment
- Assigns orders for customer service representative's to process
- Sends weekly reports to customer complaint department of customer action forms that have been closed
- Backup for phones and order processing.
Data Entry / SalesForce Admin - Contract
BTC Power Inc.
02.2020 - 05.2020
- Assisted in formatting all client information and site information into excel to be exported to Salesforce
- Audited all sites and organized them by client name, address, region, timezone, service area, and equipment list
- Researched every individual site and found and provided link from PlugShare.
- Audited each site once it had been uploaded to Salesforce and made sure all information was correct and there was correct amount of equipment listed at each site
- Audited current client and site information against submitted client reports prior to import to Salesforce.
Customer Advocate
Happy Money / Payoff Inc.
11.2018 - 12.2019
- Inbound / Outbound Calls
- Emails
- Online chats (4 to 6 simultaneously)
- Used Salesforce, LiveChat, and Zendesk daily
- Reviewed loan applications
- Explained document requirements
- Updated and reviewed loan amounts and selections
- Reviewed approval process and final loan document
- If unable to help applicants would transfer them to escalated departments
- Provided information for new loans and funding timeline
- Confirmed payment dates, payment methods, and amounts
- Assisted in updating accounts on file
- Processed requests for payment deferments, one time payments, and refunds
- Explained various decline reasons to applicants
- Provided personalized support to each customer on case-by-case basis
- Provided technical support and IT intervention as needed, Also followed up on existing issues or application updates.
Customer Service Specialist
Bassett Salon Solutions
06.2017 - 11.2018
- Delivers the utmost quality service through daily interactions with clients, sales teams, and vendors over the phone, via email and in person
- Executes low error rate with high volume incoming calls
- Manages all online orders
- Creates and inputs orders into CRM database system SAGE100
- Provides information about inventory, prices, product knowledge and promotions
- Assists callers with the tracking of their packages
- Works collectively with Customer Support team on returns, damages and mis-ships.
Sales Associate
Macy's Inc.
11.2011 - 06.2017
- Builds customer confidence by actively listening to their concerns and giving appropriate feedback
- Patiently and tactfully addresses customer's questions/problems/complaints in person and via phone
- Able to make quick and shrewd decisions regarding customer needs and company policy to satisfy both ends
- Opens and closes the store, which includes accurately counting cash drawers and making bank deposits
- Ability to process an average of 200 customer sales transactions each day in an accurate and timely manner.
Education
Fashion Merchandising and Marketing -
Mount San Antonio Community College
Walnut, CA06.2011
Skills
- Ability to Work in Team Setting
- Leadership
- Ability to Work Under Pressure
- Sales Force
- Computer Proficiency
- Zendesk
- Microsoft RGA
- Customer Account Management
- Shipping procedures understanding
- Complaint Investigation
- Documentation
- Microsoft Office
- Problem-solving
- SaaS
- Startup Experience
- Troubleshooting
- Onboarding
- Knowledge Base
- User Experience
References
- Bradley Hervias, BTC Power Inc., 7143169658
- Anthony Matulin, BTC Power Inc., 9499430393
- Farrah Evagues, BTC Power Inc., 9492908296
Timeline
CSR/Project Coordinator
BTC Power Inc.
05.2022 - 01.2024
Data Entry - Pricing Specialist
FUJIFILM Irvine Scientific
12.2020 - 05.2022
Data Entry / SalesForce Admin - Contract
BTC Power Inc.
02.2020 - 05.2020
Customer Advocate
Happy Money / Payoff Inc.
11.2018 - 12.2019
Customer Service Specialist
Bassett Salon Solutions
06.2017 - 11.2018
Sales Associate
Macy's Inc.
11.2011 - 06.2017
Fashion Merchandising and Marketing -
Mount San Antonio Community College
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