Catherine Flores
Interflon
Warren,MI
27
years of professional experience
Customer-focused professional with extensive experience in handling escalated complaints and ensuring customer satisfaction. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Work History
Sales Support Specialist
1 Year 8 Months- Coordinated sales order processing and documentation for timely customer delivery.
- Managed customer inquiries, ensuring accurate product information and support.
- Processing orders through internal systems and arranging warehouse releases.
- Packing and shipping small orders via USPS.
- Entering new customers into internal databases and following up to determine application needs.
- Researching potential clients. Reporting daily sales.
- Cross department duties include meticulously checking UPS and FEDEX billings to assure that the company is being billed correctly. Checking commission reports to ensure accuracy.
- Light admin work including collecting mail.
Senior Customer Service Representative
8 Years 5 Months- Communicated with customers via phone, email and social media to ensure product and distributor satisfaction.
- Acted as a liaison between customers and distributors to resolve conflicts and field complaints.
- Collaborated with the Legal department to identify and resolve possible DSA and/or BBB offenses by our distributors.
- Assisted domestic and international distributors with inventory needs, including order entry, parts lookup, warehouse releases, processed parts house orders, and preparation of promissory notes in special circumstances.
- Was constantly updating written communications sent to customers to present a positive image for the company and product.
- Monitored company Social Media in order to address customer concerns.
- Tracked and recorded incoming wire transfers in order to verify payment for orders.
- Processed credit and debit memos along with general invoicing.
- Wrote Training Modules to assist onboarding team members.
- Assisted in the training and support of new and existing department associates.
- Monitored agent customer service emails to ensure quality and compliance.
- Collaborated with management and IT to improve and modernize workflows, policies, and procedures.
- Was assisting in the transition of the department and updating processes for the companies ongoing ERP.
- Provided recognition to distributors in the form of annual service certificates based on service records.
- Prepared export documentation via SPEX with AES for compliance and efficiency.
- Assisted in account maintenance for RexEvents subscriptions.
- Reviewed and shared daily reports within the organization.
- Provided essential support to various departments during peak periods to ensure smooth operations.
- Implemented process improvements to streamline support operations and reduce response times.
- Facilitated conflict resolution by employing active listening techniques and negotiating solutions effectively.
Regional Makeup Artist
13 Years 7 Months- Traveled to Estée Lauder counters throughout the Metro Detroit area.
- Promoted brand awareness by conducting product demonstrations and public speaking events.
- Was responsible for meeting or exceeding daily goals through event planning.
- Recognized on the Estée Lauder National Beauty Advisor website for exceptional customer service.
Customer Support Specialist
4 Years 1 Month- Handled high volume of customer calls and emails, ensuring timely responses to inquiries and complaints.
- Managed a high volume of customer calls and emails.
- Assisted in training new customer support team members.
- Joined Visalus as email agent in customer service, providing support through email communication. and was quickly promoted to Promoter Relations-assisting independent promoters via phone with their individual business needs and inquiries which consisted of customer maintenance, commission calculations, and partnership options. Within a few months, was promoted to the Leadership Support team which was mostly composed of team leads and senior agents. Our team handled the needs of top ranked distributors.
- As the company grew, the Visalus Escalations Team (VET) was established and focused on customer retention. Consistently met and exceeded numbers on this team and was recognized as the top agent for a solid year. Trained and developed new and existing teams in retention and wrote several training modules. Led a team of agents who demonstrated opportunity for improvement and helped them to drive up their numbers. Was recognized by the CEO and CMO of the company for my accomplishments and efforts.
- Acted as agent supporting top-ranked distributors and potential customers, handling inquiries at facility. Our team was well known in the multilevel marketing community. Was recognized and praised and spearheaded training and maintaining the relationship between client and venue.
Independent Contractor-Promotional
16 Years- Worked as an Independent Contractor for various companies and events throughout the Metro Detroit area.
- Responsibilities included customer recruitment and development, membership support and promoting brand awareness, as well as artistry, product application with brand specific techniques, and public speaking.
- Managed logistics for promotional events, ensuring timely execution and resource allocation.
Education
General Studies - General Studies, Music Performance
Skills
Relationship management
Order management
Order Entry
Issue resolution
Sales order processing
Client management
Account Management
Public Speaking
Interests
Participate in local theater productions
enhancing my public speaking and teamwork skills.
Acting and Theater
Sharing travel tips
recommendations
and insights with fellow enthusiasts.
I enjoy helping others and giving back to the community.
Reading
Timeline
Sales Support Specialist
Interflon
12.2024 - CurrentRead More
Senior Customer Service Representative
Rexair LLC
06.2016 - 11.2024Read More
Customer Support Specialist
Visalus Sciences
05.2012 - 06.2016Read More
Regional Makeup Artist
The Estée Lauder Companies
12.2004 - 07.2018Read More
Independent Contractor-Promotional
Independent Contractor-Promotional
07.1999 - 07.2015Read More
Macomb Community College
General Studies from General Studies, Music Performance
Read More