Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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CHRISTINA MESEBERG

LaFarge,WI

Summary

  • Organized and reliable Customer Care Associate with a strong background helping customers with diverse needs.
  • Competent with telephone, email and chat inquiries. Calms individuals dealing with highly stressful situations.
  • Balances scripted responses with personal expertise to quickly resolve inquiries.
  • Optimal experience completing projects by leveraging top-notch prioritization and multitasking skills.
  • Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions.

Overview

5
5
years of professional experience

Work History

CUSTOMER CARE Associate

GoMacro
LaFarge, WI
02.2021 - 05.2022


  • Utilized the Salesforce platform for thoroughly logging/creating/closing cases/crafting customer inquiry email responses.
  • Utilized ERP systems such as SAP, WebCube, and ShipBob for processing/canceling/creating and modifying orders.
  • Created a Sample Request Form using Excel to enable the eCommerce, Logistics, Customer Care, and Order Fulfillment departments to keep better track of inventory/log internal and external shipping errors/issues.
  • Personally kept track of upcoming subscriptions during our inventory shortages to ensure inventory was set aside for these customer orders were able to be fulfilled.
  • Applied/offered coupons/discounts to all unsatisfied manual order customers during the inventory shortages.
  • Utilized proper platforms for canceling/modifying orders, updating shipping/billing information and providing tracking to customers.
  • Created an Excel spreadsheet to better track inventory levels in SAP and WebCube to ensure manual phone orders, sample requests, and upcoming subscriptions could be fulfilled in a timely manner during the inventory shortages.
  • Maintained proficient phone skills (Grandstream Multimedia IP for Android) when dealing with incoming and outgoing telephone calls and created a user guide for other office members struggling with the functionality of these phones.
  • Utilized the Teams app for communicating with internal team members and scheduling meetings.
  • Assisted customers in live chat while performing my daily work tasks.
  • Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
  • Created knowledge-base articles and content to share new information with team members.
  • Maintained good call control to quickly uncover questions and keep call times low.
  • Coordinated timely solutions to guests' issues by coordinating proactively with operations team.
  • Contributed to continuous improvement team-wide by collecting data on calls and giving managers knowledgeable feedback.
  • Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
  • Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
  • Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Logged call information and solutions provided into internal database.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Achieved long-term business objectives by analyzing customer feedback for process improvements.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
  • Wrote and proofed orders to reflect proper pricing and discounts.
  • Coordinated logistics and verified equipment shipment pricing and availability.

ONLINE FULFILLMENT SPECIALIST

GoMacro
10.2019 - 02.2021
  • Operated ERP systems (SAP, WebCube, and ShipBob) for order fulfillment and shipping procedures, including Sample fulfillment and Amazon booking processes (Lingo)
  • Operated FedEx, UPS (Worldship), and USPS platforms to ensure the order was being shipped in the most cost and time efficient manner
  • Lingo
  • Open shipments
  • Packing shipments (ground/pallet)
  • Validate/release/send shipment
  • Moved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.
  • Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.
  • Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
  • Checked inventory and selected products from specific locations based upon availability.
  • Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
  • Trained new warehouse employees and create a pictorial step-by-step SOP manual for creating product kits and processing/shipping orders.
  • Kept work areas neat, clean and free from debris.
  • Picked and packed order items.
  • Maintained tidy and clean work areas to promote optimal productivity and safety standards.
  • Stocked shelves, racks, and cases with new or transferred merchandise.
  • Followed orders precisely for correct items, sizes and quantities.
  • Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
  • Moved cardboard, plastic ties and other debris from unboxing to trash.
  • Blocked and faced products on displays and shelves in accordance with company policy.
  • Verified incoming products and checked delivery totals to keep system records current and accurate.
  • Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
  • Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
  • Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
  • Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
  • Created and enforced detailed organization processes to increase quality and service standards, including creating a product placement platform for restocking the rolling racks.

SAMPLES FULFILLMENT

GoMacro
10.2020 - 02.2021
  • Received beneficial knowledge in the Marketing and Sales aspects to properly perform my required tasks.
  • Used proper email etiquette while ensuring the importance of corresponding in a timely manner was a priority.
  • Accommodated to last minute requests from the sales and marketing team to ensure all department needs were being met.
  • Utilized the Web Cube (where orders are generated and stored) and SAP ERP systems for creating and fulfilling all requests.
  • Received and reviewed new orders, located requested merchandise and promptly initiated processing.
  • Prepared and organized envelopes, packages, containers and pallets with correct merchandise counts.
  • Picked and packed order items.
  • Maintained tidy and clean work areas to promote optimal productivity and safety standards.
  • Kept work areas neat, clean and free from debris.
  • Followed orders precisely for correct items, sizes and quantities.
  • Reviewed order slips, picked products and staged merchandize to be shipped.
  • Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
  • Collaborated with sales and marketing team members to ensure all large projects (Mom's Meet, UNFI, KEHE) were completed on time.

CUSTOMER CARE SPECIALIST

Lands End
Reedsburg, WI
10.2015 - 10.2017
  • Gained knowledge on how to navigate multiple platforms in a timely manner to assist the customer
  • Lands End Website and products knowledge
  • DOS (Business one ERP System)
  • Developed ability to efficiently work with no supervision/guidance
  • Phone etiquette
  • Weber grill customer service platform -Weber subcontracted Lands End to pull their best Customer Service Specialists to Provide troubleshooting, assembly instructions, and warrantee part replacement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Used exceptional communication to connect with customers, assess needs and present solutions.
  • Verified accuracy of customer account information and updated when necessary.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Directed customers to appropriate departments for additional support.
  • Identified customer issues with products or services, investigated causes, and initiated resolutions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Provided customers with detailed information on company products, services and materials.
  • Explained charges, fees, terms of sales and service agreements to over 1000 customers daily.
  • Wrote and proofed orders to reflect proper pricing and discounts.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Recommended and upsold new products to an estimated 60% of the customers I handled throughout the day.

Education

Customer Service And Business

Fred Pryor
Online Trainings And Webinars

Associate Degree - Medical Office Specialist

Chippewa Valley Technical College
Eau Claire, WI
06.2001

Skills

  • Knowledgeable in Excel/Word/Excel/OneNote/Powerpoint
  • Analytical/Time efficient/Hard working/Willingness to learn, and Adaptive person
  • Team leadership skills
  • Call Documentation
  • POS Systems and Ordering Platforms
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Efficient and Detail-Oriented
  • Workload Planning
  • Responding to Difficult Customers
  • Upbeat and Positive Personality
  • Team-Oriented and Cooperative
  • Customer Relationship Management
  • Documentation and reporting
  • Money handling abilities
  • Complaint resolution
  • Staff education and training
  • Training development aptitude
  • Order fulfillment
  • Shipping procedures understanding
  • Professional telephone demeanor

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The ones who are crazy enough to think they can change the world, are the ones that do.
Steve Jobs

Timeline

CUSTOMER CARE Associate

GoMacro
02.2021 - 05.2022

SAMPLES FULFILLMENT

GoMacro
10.2020 - 02.2021

ONLINE FULFILLMENT SPECIALIST

GoMacro
10.2019 - 02.2021

CUSTOMER CARE SPECIALIST

Lands End
10.2015 - 10.2017

Customer Service And Business

Fred Pryor

Associate Degree - Medical Office Specialist

Chippewa Valley Technical College

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CHRISTINA MESEBERG