Summary
Overview
Work History
Education
Skills
Affiliations
Certification
References
Accomplishments
Timeline
Generic

CAROLYN L. GREEN

Memphis,TN

Summary

Proven leader and skilled communicator, adept in Customer Relationship Management and Technical Addendum/Software Knowledge, demonstrated at ZIMMER BIOMET INC. Excelled in boosting customer satisfaction through expert complaint handling and efficient problem-solving. Achieved significant improvements in customer retention and loyalty by focusing on strategic customer outreach and needs assessment. Customer Services Officer with background in diverse industries. Strong in maintaining high customer satisfaction rates and adept at conflict resolution, ensuring swift resolution of customer inquiries or complaints. Demonstrated ability to build relationships and foster a positive work environment. Impact made includes improved efficiency in complaint handling processes, leading to increased overall customer satisfaction.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Customer Service

J’s Taxes
Memphis, TN
01.2011 - 04.2024
  • Welcome and motivate customers while displaying a high degree of initiative, problem-solving, and critical thinking skills to build rapport with a diverse customer base, to exceed expectations, and to create a positive experience.
  • Accomplish diverse clerical duties, which include answering phones, photocopying, faxing, mailing, maintaining customer data/files, ordering supplies, managing inventory, and verifying cash/receipts.
  • Communicate clearly and professionally with the customer by telephone or email.
  • Identify and provide additional assistance and support, as needed, to help maintain efficient daily operations.
  • Ability to multitask and work independently and as part of a team.

Loaner Inspector/Senior Customer Service Representative

ZIMMER BIOMET INC
Southaven, MS
10.2019 - 10.2023
  • Performed inspections on instruments and implants for accuracy on loaner sets returned from customers.
  • Unloaded and received daily shipments of returned loaner sets.
  • Processed all loaner sets through meters for shipping.
  • Pulled expired product from loaner sets.
  • Decontaminated loaner set(s) upon return from customers following appropriate work instructions
  • Inspected and tested all instruments verifying they are in proper working condition
  • Re-shrink wrapped product as required
  • Replaced labels and clean loaner tubs and suitcases as needed
  • Self-managed, demonstrated leadership skills, and independent decision-making abilities to provide quality customer satisfaction, to the mutual satisfaction of the customer, while promoting goodwill and maintaining the customer base.
  • Monitored, tracked, and resolved day-to-day issues using defined processes and working cross-functionally with internal departments.
  • Ability to meet established departmental production, quality standards, policies, and procedures while multitasking.
  • Responded to emails regarding research involving instrument trays, delivering exemplary customer service, and always having a winning team-player attitude.
  • Resolved customer complaints promptly and professionally.
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Recommended potential products or services after analyzing customer needs.
  • Coordinated with various company teams to offer and implement successful solutions to customer problems.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Sales Representative

Total Life Changes
Memphis, TN
01.2017 - 01.2019
  • Welcomed and motivated clients to purchase products offered by the company in order to establish lasting positive impression, boost sales, and maintained customer records
  • Identified and provided assistance and support to clients via phone or in person to motivate and clearly communicate the benefits of the products
  • Demonstrated excellent organization, time management, and multi-tasking skills, with the ability to prioritize tasks and work independently
  • Accountable for displaying a high degree of initiative, involving collections, problem-solving, and critical thinking skills while providing comprehensive administrative assistance, extensive customer contact, and building a rapport with a diverse customer base and exceeded expectations.
  • Conducted market research to identify potential customers and their needs.
  • Developed and maintained relationships with existing clients to ensure customer satisfaction.
  • Provided technical support for customers using the company's products or services.
  • Maintained accurate records of all sales and prospecting activities.
  • Identified opportunities for cross-selling additional products and services.

Team Leader/Inventory/Customer Service Representative

IEH Auto Plus Auto Parts
Memphis, TN
01.2002 - 01.2019
  • Maintained inventory accurately and sufficiently for the warehouse while using an RF scanner
  • Created inventory reports and merge to Excel spreadsheet
  • Maintained accurate shipment of data such as damages; tracking of possible theft; and discrepancies for reporting, accounting, and recordkeeping purposes
  • Utilize systems to log and transfer information
  • Research/investigate inventory discrepancies and work with customer service to resolve and recommend corrective action
  • Monitored and notified management of discrepancies, process damage product
  • Performed physical cycle counts, adhoc, and inventory transactions on the computer system
  • Performed annual physical inventory, schedule and assign counts to be taken on product
  • Utilized an RF scanner to successfully fulfill customer and corporate store orders in a timely manner
  • Pulled orders according to part number, quantity, size while ensuring accuracy
  • Lead, educate, develop employees, while train new hires on picking and put away process
  • Replenished shelves by scanning new product to the appropriate bin location
  • Ensured accuracy by entering the correct quantity of the product when scanning to the shelf
  • Ability to multi-task and work independently and as part of a team.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Ensured compliance with all safety regulations in the workplace.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Maintained daily inventory to facilitate successful material distribution.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Allocated resources effectively to ensure project completion within deadlines and budget.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.
  • Fostered a culture of continuous improvement, encouraging innovation and efficiency.
  • Motivated team members through recognition programs and performance-based incentives.
  • Implemented strategic plans to enhance team performance and productivity.
  • Maintained positive working relationship with fellow staff and management.
  • Identified needs of customers promptly and efficiently.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Team Leader/Customer Care Representative/Dispatch Coordinator

Parts Incorporated
Memphis, TN
01.1991 - 01.2002
  • Utilized an RF scanner to successfully fulfill customer and corporate store orders in a timely manner
  • Pulled orders according to part number, quantity, size while ensuring accuracy
  • Trained and mentored new hires on picking and put away process
  • Replenished shelves by scanning new product to the appropriate bin location
  • Ensured accuracy by entering the correct quantity of the product when scanning to the shelf
  • Exhibited ability to multi-task and to work independently and as part of a team.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Maintained daily inventory to facilitate successful material distribution.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Documented services performed, operations information, and dispatch details in system.
  • Recorded and maintained files or records of customer requests, work or services performed.
  • Relayed work orders and information between work crews, supervisors, and field personnel.
  • Received or prepared work orders.
  • Relayed work orders, messages or information using telephones or two-way radios.
  • Ordered supplies or equipment to issue to personnel.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
  • Facilitated communication between cross-functional teams within the organization.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

Certified Nursing Assistant

Court Manor Nursing Facility
Memphis, TN
01.1988 - 01.1991
  • Effectively managed day-to-day operations
  • Assisted patients with daily life activities and extra-curricular activities
  • Performed routine vital sign checks and updated patient information per shift
  • Conducted business on a professional level using excellent communication and leadership skills
  • Performed office duties such as patient registration, verifying insurance, and scheduling patient appointments using a multi-phone line system
  • Performed a wide variety of clerical administrative duties including database management, copy, fax, file, and CRT.

Education

Medical Billing And Coding

Remington College
Memphis, TN
11-2010

Diploma - General Studies

South Side High Scool
Memphis, TN
05-1980

Skills

  • Technical Addendum/Software Knowledge
  • 10-key by touch
  • Type 25 wpm
  • Familiarity with SAP and SMS
  • Complaint Handling
  • Customer Relationship Management
  • Returns processing
  • Inventory assistance
  • Sales follow-up
  • Customer outreach
  • Shipment Tracking
  • Call center experience
  • Email management
  • Research capabilities
  • Customer queries
  • Issue Escalation
  • Customer Needs Assessment

Affiliations

Member of American Academy of Professional Coders (AAPC) OSHA Certificate of Completion HIPAA Certificate of Completion

Certification

President’s List, 3.89 GPA Perfect Attendance Awards

References

References available upon request

Accomplishments

  • President's List
  • Perfect Attendance Awards

Timeline

Loaner Inspector/Senior Customer Service Representative

ZIMMER BIOMET INC
10.2019 - 10.2023

Sales Representative

Total Life Changes
01.2017 - 01.2019

Customer Service

J’s Taxes
01.2011 - 04.2024

Team Leader/Inventory/Customer Service Representative

IEH Auto Plus Auto Parts
01.2002 - 01.2019

Team Leader/Customer Care Representative/Dispatch Coordinator

Parts Incorporated
01.1991 - 01.2002

Certified Nursing Assistant

Court Manor Nursing Facility
01.1988 - 01.1991

Medical Billing And Coding

Remington College

Diploma - General Studies

South Side High Scool

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CAROLYN L. GREEN