Brenda Bretz
Senior Customer Service Representative
Hollidaysburg,PA
Summary
Dedicated Senior Customer Service with over 25 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Well-rounded experience serves as a tool in cross-functional team duties. Seeking full-time remote work with flexible hours.
Overview
31
31
years of professional experience
Work History
Senior Customer Service Representative
Veeder-Root Company
Duncansville, PA
06.2008 - Current
- Participated in numerous kaizens including but not limited to two Presidential Kaizens to improve Customer Service and Product Registration.
- Processed LTL and small package freight claims
- Assisted in the management of the shipping team while the Customer Service and Shipping departments were merged.
- Entered and processed Return Goods Authorizations.
- Awarded a Presidential Award for supporting the Channel Partner Tool Kit initiative.
- Worked with IT department to maintain and repair (as well as possibly replace) customer facing websites for warranty, registration and order status.
- Led Customer Service remote improvement teams during Covid year to improve processes and then worked with IT to implement the order sum verification project for order entry that came out of one of those teams.
- Continuously improved Customer Service processes through working with other departments such as IT, Marketing, Product Management and Finance.
- Resolved non-conforming returns
- Notified Distributors and ASCs of late returns and invoiced when necessary.
- Entered contracted rates for Authorized Service Contractors and assisted with their account set up.
- Tracked product recalls, working with the Customer Service Team and the Quality department.
- Performed internal order entry audits.
- Reviewed and approved or rejected labor, travel and mileage on warranty claims.
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Consulted with customers regarding needs and addressed concerns.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules.
Lead Customer Service Representative
Small Tube Products
Duncansville , PA
07.2004 - 06.2006
- ASTM and ASME specification review, drawing review and product creation (i.e. building products in the system from specs or drawings provided by customers so production would know what tubing to produce).
- ISO audit participation
- Sarbanes Oxley audit particpation
- Quoted tubing to customers and followed up on those quotes
- Established new accounts
- Assisted other CSRs in their duties
- Attended daily production meetings in the absence of the CSM
- Buy/sell opportunity identification pricing
- Daily completion of the estimate
- Trained new employees on company customer service policies and service level standards.
- Answered customers' questions and addressed complaints by phone to immediately rectify issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Customer Service Representative
National Imprint
Claysburg, PA
06.2003 - 06.2004
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Sales Associate
Wal-Mart Supercenter
Altoona, PA
08.2002 - 10.2003
- Helped customers find specific products, answered questions and offered product advice.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Eastern Regional Manager
Ward Truckload Express
Altoona, PA
02.2001 - 01.2002
- Planned and dispatched eastern regional company drivers and owner operators.
- Assisted customer service in booking and entering loads.
- Tracked loads for large accounts.
- Managed drivers' needs along with company's needs to provide on-time service.
- Updated tracking information on container loads via EDI.
- Introduced the DAT program to the company to book loads at more competitive rates.
East Cost Regional Load Planner
Smith Transport International Inc
Roaring Spring , PA
04.1999 - 02.2001
- Directed East Coast customer service.
- Matched drivers with loads.
- Decreased empty miles while increasing revenue per mile and increasing on-time service.
- Communicated East Coast needs to upper management.
- Built truckloads with LTL releases from warehouses.
- Assisted the East Coast driver managers with communications with dispatched drivers.
- Assisted East Coast customer service with selecting loads to book and customer communications.
Southern Customer Service Representative
Smith Transport International Inc
Roaring Spring, PA
08.1997 - 08.1999
- Communicated customer needs to the Southern Regional Planner.
- Found loads for trucks in the Southern Region with customers and brokers.
- Negotiated rates with brokers.
- Reviewed and signed contracts with brokers for loads.
- Alerted operations personnel of critical customer requirements.
- Assisted in order entry and appointment scheduling.
- Tracked loads to ensure on-time delivery.
Inventory Control/Senior CSR
WARNACO
Duncansville, PA
10.1996 - 08.1997
- Adjusted orders to correct oversells
- Ordered inventory reworks
- Tracked inventory
- Assisted Sales Representatives
- Released work to the warehouse
- Confirmed orders
- Wrote order distributions
- Customer service
Administrative Assistant/Customer Service
Ward Trucking Corporation
Charlotte, NC
03.1995 - 10.1996
- Customer service and data entry
- Assisted both operations and sales.
- National Accounts and Regional Sales Assistant
- Inside Sales
- Organization of National Accounts database
- Sales Lead coordination
- Specialized Customer support
Customer Quality Specialist
Ward Trucking Corporation
Altoona, PA
07.1993 - 03.1995
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted in the creation and maintenance of the Quality Program
- Assisted the Director of Customer Quality, the Director of Operations, the Linehaul Manager and the Central Billing Supervisor.
- Surveyed accounts and measured service, provided metrics to managment.
- Monitored top accounts
- Designed the carrier partnership program as the alternative to traditional interlining.
- Purchased fuel.
Collections Clerk
Ward Trucking
Altoona, PA
06.1992 - 07.1993
- Collected on unpaid bills
Education
Dale Carnegie Course - How To Win Friends And Influence People
Dale Carnegie & Associates, Inc.
Altoona, PA12.2005
Office Systems Technologies 600 - Computer And Information Sciences
Computer Learning Network
Altoona, PA05.1992
High School Diploma -
Hollidaysburg Area High School
Hollidaysburg06.1990
Skills
- Issue and Complaint Resolution
- Process Improvement
- Remote Office Availability
- Interdepartmental communication
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Teamwork and Collaboration
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Team-Oriented and Cooperative
- Customer Account Management
- Multitasking and Prioritization
- Creative Problem Solving
- Data Entry and Maintenance
- Transaction Processing
- Inventory Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Senior Customer Service Representative
Veeder-Root Company
06.2008 - Current
Lead Customer Service Representative
Small Tube Products
07.2004 - 06.2006
Customer Service Representative
National Imprint
06.2003 - 06.2004
Sales Associate
Wal-Mart Supercenter
08.2002 - 10.2003
Eastern Regional Manager
Ward Truckload Express
02.2001 - 01.2002
East Cost Regional Load Planner
Smith Transport International Inc
04.1999 - 02.2001
Southern Customer Service Representative
Smith Transport International Inc
08.1997 - 08.1999
Inventory Control/Senior CSR
WARNACO
10.1996 - 08.1997
Administrative Assistant/Customer Service
Ward Trucking Corporation
03.1995 - 10.1996
Customer Quality Specialist
Ward Trucking Corporation
07.1993 - 03.1995
Collections Clerk
Ward Trucking
06.1992 - 07.1993
Dale Carnegie Course - How To Win Friends And Influence People
Dale Carnegie & Associates, Inc.
Office Systems Technologies 600 - Computer And Information Sciences
Computer Learning Network
High School Diploma -
Hollidaysburg Area High School
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