April McKenzie
Jacksonville,FL
Summary
Efficient Customer Service Coordinator focused on resolving customer concerns quickly to maximize satisfaction. Well-versed in operational standards and best practices the new construction industry specifically countertops & Flooring. Hardworking, disciplined and reliable manager with demonstrated record of success.
Customer service management professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator- Lead
Interior Logic Group
12.2021 - Current
- Help large volume of customers either through a builder with new construction or with homeowners on flooring warranties, every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responds to customer calls and emails to schedule flooring appointments.
- Coordinate logistics for customer/builder work orders.
- Maintain and manage customer files and databases.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
- Actively listening to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assume ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversee appointment scheduling.
- Complete daily billing for work orders.
- Order material for flooring jobs.
Customer Service Representative
Woodsman Kitchen & Floors
06.2017 - 12.2021
- Actively listened to customers/builders, handled concerns quickly and escalated major issues to supervisor on countertops issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service work orders promptly to increase customer/builder satisfaction.
- Tracked customer service appointments.
- Educated customers about billing, payment processing.
- Provided excellent customer care by responding to requests, assisting with product selection on granite countertops.
- Managed timely and effective replacement of damaged countertops.
- Answered constant flow of customer/builder calls with minimal wait times.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
Office Manager
McGowans Heating And Air
06.2013 - 06.2017
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
CPM - Business Management
Certified Public Manager
Tallahassee FL06.2010
High School Diploma -
Key West High School
Key West, Fl 06.1988
Skills
- Productivity Standards
- Time Management
- Personnel Training and Development
- Benchmark Setting
- Cash Handling
- MS Office Expertise
- Clerical Support
- Conflict Resolution Techniques
- Exceptional Telephone Etiquette
- Payment Processing
- Customer Service
- Account Management
- Process Improvement
- Training Junior Team Members
- Quality Assurance
- Client Relations and Retention
- Corrective Actions
- Effective Workflow Management
- Invoice Verification
- Providing Feedback
- Staff Management
- Team Goals
- Customer Service Excellence
- Employee Relationships
- Program Leadership
- Office Supplies and Inventory
- Customer Relations
- Client Needs Assessment
- Electronic Invoicing
- Issue Resolution
- Accounts Payable and Accounts Receivable
- Performance Tracking and Evaluations
- Billing and Filing
- Superior Computer Skills
- Policy Enforcement
- Warranty Claim Processing
- High Customer Service Standards Adherence
- Leading Team Meetings
- Microsoft Excel
- Goal Attainment
- Talent Allocation
- Exceptional Interpersonal Communication
- Work Prioritization
- Conflict Management
- Administrative Support
- New Hire Training
- Product Knowledge
- Estimations and Quotes
- Leadership
Timeline
Customer Service Coordinator- Lead
Interior Logic Group
12.2021 - Current
Customer Service Representative
Woodsman Kitchen & Floors
06.2017 - 12.2021
Office Manager
McGowans Heating And Air
06.2013 - 06.2017
CPM - Business Management
Certified Public Manager
High School Diploma -
Key West High School