BARBARA BLACKWOOD
Lincoln Park,MI
Summary
Customer service professional with a strong background in high-volume customer interactions and service solutions. Skilled in conflict resolution, problem-solving, and clear communication, ensuring customer satisfaction and loyalty. Collaborative team player, adaptable to changing needs, and focused on achieving results through efficient, empathetic service. Known for reliability, proactive problem-solving, and consistently meeting organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Coordinator
Specialty By Birdi
11.2025 - Current
- Coordinated patient appointments, managing scheduling to optimize care flow.
- Streamlined patient intake processes, enhancing data accuracy and reducing processing time.
- Educated members on medication options and benefits for improved healthcare outcomes.
- Explained benefits in clear terms to aid plan participants in understanding options.
- Collaborated with medical staff to expedite specialty medication requests.
- Facilitated enrollment of patients in co-pay assistance programs.
- Partnered with drug manufacturers to enhance patient support initiatives and identify funding opportunities.
- Managed prescription processing efficiently using pharmacy software systems.
Customer Service Representative Team Lead
Stanley Infrastructure
Dexter, USA
10.2022 - 08.2025
- Facilitated smooth onboarding through account setup verification and troubleshooting for dealers.
- Processed purchase orders, created orders, and generated quotes accurately in the system.
- Supported customers in resolving technical issues with heavy construction attachments.
- Provided guidance and solutions to dealers, enhancing customer satisfaction and operational efficiency.
- Collaborated with internal teams to ensure timely order fulfillment and accurate record-keeping.
- Managed 30-50 inbound dealer calls daily, delivering timely and precise assistance.
Warranty Coordinator Team Lead
Whirlpool Corporation World Headquarters
Benton Harbor, USA
02.2021 - 10.2022
- Review and process warranty claims accurately and efficiently in accordance with company and manufacturer guidelines.
- Monitor claim submissions, approvals, and reimbursements to ensure timely resolution.
- Develop and implement process improvements to increase team efficiency and accuracy.
- Serve as the primary point of contact for complex or escalated warranty issues.
- Maintain strong relationships with manufacturers, vendors, and internal departments.
- Led a team responsible for managing warranty claims and service requests, ensuring compliance with company policies and timelines.
- Oversaw the processing of warranty claims, troubleshooting complex customer and product issues.
- Trained and mentored team members on claim procedures, system use, and customer service best practices.
- Collaborated with dealers, technicians, and internal teams to ensure accurate and timely resolution of claims.
- Monitored team performance, conducted performance evaluations, and implemented process improvements to increase efficiency.
- Acted as a point of escalation for complex or high-priority claims, maintaining high levels of customer satisfaction.
Customer Service Representative
RepairClinic.com Inc.
Canton, USA
12.2015 - 02.2021
- Consistently exceeded performance expectations while managing 70+ daily customer interactions across multiple channels.
- Recognized as a top performer with a strong track record of quality, efficiency, and customer satisfaction.
- De-escalated complex customer concerns, improving resolution outcomes and customer retention.
- Supported onboarding and development of new team members through guidance and knowledge sharing.
- Played a key role in cross-functional communication to resolve order, inventory, and technical issues.
Telemarketing Sales Trainer
Insight Teleservices
Taylor, USA
08.2011 - 07.2014
- Managed scheduling and coordination of team meetings, ensuring optimal resource allocation.
- Developed and implemented filing systems, improving document retrieval speed and accuracy.
- Oversaw inventory management, maintaining optimal stock levels of office supplies.
- Monitored compliance with company policies, ensuring a safe and organized workplace.
Education
Bachelor of Arts - Human Services
Baker College
Auburn Hills05-2028
High School Diploma -
Southgate High School
Southgate, MI05-2010
Skills
- Client support and service
- Effective communication skills
- Dispute resolution techniques
- Analytical problem-solving
- Call center operations management
- Email and chat support handling
- Proficient in CRM and ERP tools
- Salesforce, SAP, Oracle expertise
- Microsoft Office Suite proficiency including Excel, Word, Outlook, MS Teams
- Data reporting and analysis capabilities
- Collaborative team leadership skills
- Staff training and mentoring programs
- Management of remote teams
- Warranty claims processing expertise
- Technical assistance proficiency
- Empathetic listening techniques
- Use of positive language in communication
- Process improvement initiatives
Volunteer Experience
- Supported animal welfare efforts, including daily care and wellbeing of animals., Assisted with facilitating adoption events, providing guidance and information to potential adopters., Demonstrated empathy, patience, and strong communication skills while interacting with the public., Collaborated with team members to ensure smooth operation of events and animal care procedures.
- Provided time and support to shelters for the homeless, women, and animals, assisting with daily operations and events.
- Participated in community cleanup initiatives, helping maintain safe and welcoming public spaces.
Hobbies and Interests
- Knitting and Crocheting
- Baking
Timeline
Customer Service Coordinator
Specialty By Birdi
11.2025 - Current
Customer Service Representative Team Lead
Stanley Infrastructure
10.2022 - 08.2025
Warranty Coordinator Team Lead
Whirlpool Corporation World Headquarters
02.2021 - 10.2022
Customer Service Representative
RepairClinic.com Inc.
12.2015 - 02.2021
Telemarketing Sales Trainer
Insight Teleservices
08.2011 - 07.2014
Bachelor of Arts - Human Services
Baker College
High School Diploma -
Southgate High School