Summary
Overview
Work History
Education
Skills
Timeline
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China Mack

Dallas,TX

Summary

Detail-oriented Order Specialist with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Meticulous and level-headed with over 16 years of customer service and data entry in a fast-paced work environment.

Overview

16
16
years of professional experience

Work History

Client Success Manager 1

Zones Inc
09.2021 - Current
  • Process all hardware and software quotes for POs
  • Oversee and coordinate inventory management activities (Hardware)
  • Manage and provide support activities on Customer contracts (Software)
  • Conduct regular reviews of account performance, identifying opportunities for upselling and expansion of services.
  • Streamline communication between clients and internal teams for smoother project execution.
  • Resolve escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
  • Enhance client satisfaction by proactively addressing concerns and providing tailored solutions.
  • Review products and user documentation to assess compliance with client success processes.
  • Participate in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.

Sales Order Specialist

DJO Global
06.2018 - 09.2021
  • Simplified the returns process for both customers and internal staff by developing a streamlined system that minimized confusion while maintaining compliance with company policies.
  • Enhanced order accuracy by meticulously reviewing and verifying product specifications.
  • Reduced order processing time with thorough attention to detail and efficient multitasking skills.
  • Actively participated in team meetings and training sessions, providing valuable input on ways to improve operational processes and enhance overall team performance.
  • Developed expertise in various order management systems, quickly adapting to new software as needed to maintain optimal efficiency.
  • Transformed and streamlined the order process for increased efficiency, implementing a new software system to manage orders.
  • Improved data entry procedures within the company, training colleagues in using the latest tools to maintain accurate records.
  • Executed a daily average of up to 100k wholesale orders and over 500k for our end of month/year.
  • Assisted with Onboarding and created new sales accounts.
  • Processed returns and credit adjustments, also created invoices and credit memos for accounts.
  • Delivered daily revenue and inventory reports to senior management and sales management.
  • Ensured inventory accuracy by conducting regular audits, reconciling discrepancies, and updating database records accordingly.
  • Monitored and tracked inventory to achieve prompt order fulfillment.
  • Generated invoices and shipping labels to properly bill and ship customer orders.
  • Adhered to legal regulations to run compliant operations and special programs.

Account Manager

Schneider National
03.2017 - 06.2018
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Pioneered my first account as a dedicated account and made it into a national account within the company..
  • Communicated externally and internally with other departments pertaining to load creation and tracking loads via MS Office and Google Docs.
  • Performed data entry on multiple internal systems to complete orders within Oracle, Agile, and CRM.
  • Kept detailed records of daily activities through online customer database.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Ensured timely deliveries by closely monitoring performance metrics and addressing potential issues promptly.
  • Coordinated schedules and communicated changes to customers.
  • Developed strong relationships with vendors and clients, resulting in increased business opportunities.

Customer Service Representative

AAA
06.2014 - 03.2017
  • Met productivity and quality goals to achieve KPIs and deliver excellent customer experiences.
  • Processed insureds changes and bill payments promptly to increase customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.

Customer Order Specialist

THE HOME DEPOT
08.2008 - 06.2014
  • Communicated with vendors regarding backorder availability, future inventory, and special orders daily.
  • Arranged and confirmed appointments for all installs and materials while meeting all deadlines.
  • Scanned in all special orders and inspect them of any damages.
  • Processed returns or adjusted all special orders invoices.
  • Boosted customer satisfaction, addressing and resolving any issues or concerns regarding orders promptly and professionally.
  • Examined and modified orders to confirm accuracy, completeness and adherence to customer requirements.
  • Input order information into system and updated customer accounts to document and track customer orders.
  • Communicated with customers to address order inquiries, changes and cancellations.

Education

High School Diploma -

Pegasus School of Liberal Arts And Sciences
05.2007

Skills

  • ERP systems experience
  • Order Management
  • Sales Support
  • Meticulous Organization
  • Strong attention to detail
  • Outstanding Time Management
  • 65 WPM Typing skill
  • Calm and levelheaded under tension
  • Order tracking
  • Exceptional communication
  • Multitasker
  • Problem-solving

Timeline

Client Success Manager 1

Zones Inc
09.2021 - Current

Sales Order Specialist

DJO Global
06.2018 - 09.2021

Account Manager

Schneider National
03.2017 - 06.2018

Customer Service Representative

AAA
06.2014 - 03.2017

Customer Order Specialist

THE HOME DEPOT
08.2008 - 06.2014

High School Diploma -

Pegasus School of Liberal Arts And Sciences

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