Connie Wade
Grand Rapids,MI
Summary
Motivated individual with a proven track record in customer service and sales. Demonstrated ability to build strong customer relationships and effectively understand their needs. Possesses excellent communication and interpersonal skills, enabling the delivery of superior customer service.
Overview
26
26
years of professional experience
Work History
Customer Care Support Administrator
PSG Dover- Grand Rapids
03.2017 - Current
- Support the sales team and provide them with accurate information
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Entered orders emails that are in the ticketing system.
- Maintained the email/ticketing systems providing quotes and information upon request.
- Provided alternative products based on cost and availability through customer specifications
- Created RMA/No Charge Policy/Debit/Credit procedures for the team and added to our SOP.
- Escalate customer complaints and enter the complaints into the database.
- Maintained personnel records and updated internal databases to support document management.
- Implemented new email management strategy, reducing clutter and improving communication efficiency.
- Evaluated customer needs and feedback to drive product and service improvements.
Sales Administration Customer Service Tech Support
X-rite Inc.
01.2007 - 02.2016
- Primary Responsibilities: First point contact for new and existing customers -ask open ended questions to determine the needs of the customer
- Support the sales team and provide them with accurate information
- Made recommendations according to the customers’ needs on products and services and other values-added services
- Entered orders from phone calls, faxes and from emails
- Maintained the email boxes providing quotes and information upon request
- Provided alternative services or products based on cost and availability through customer specifications
- Created and maintained an extensive part list for each current product that team members use on a daily basis
- Create and maintain a lighting document that explains the bulbs types and the units that they are used in
- Call centers take at least 60 plus calls a day
- Escalate customer complaints and enter the complaints into the database.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Product Coordinator and Buyer
Dickinson Press
03.2006 - 09.2006
- Interact with customers to understand product requirements clearly
- Analyze and coordinate product related activities to meet or exceed customer needs
- Assist in new product developments and enhancements
- Prioritize and execute product requests from customers within deadlines.
Customer Project Coordinator
Display Pack
09.1998 - 03.2006
- Serve as liaison between customer and sales and production team, working closely with production team leads to ensure success
- Follow up on orders to ensure delivery by specified dates
- Confer with production, shipping, and common carriers to expedite orders or trace missing or delayed shipments
- Receive and document customer complaints
- Examines the status of each order by reviewing work-in-process, open orders, material status, over-dues shipments
- Help customers with their design in packaging with blister packaging, corrugated packaging and printing products
- Teamed up with sales to help customers with their thermoforming design in many plastic substrates.
Education
B.S Print Management -
Ferris State University
Big Rapids, MI05.2002
A.S. Print Technology -
Muskegon Community College
Muskegon, MI05.1999
Skills
- Customer Service
- Attention to Detail
- Office Administration
- Project Management
- Technical Support
Computersoftware
- Microsoft (Suites)
- MPICS
- Bpics
- AS400
- Sales Administration
- SalesForce
- InBox
- Cisco
- Esker
- Oracle
- Mitel
Timeline
Customer Care Support Administrator
PSG Dover- Grand Rapids
03.2017 - Current
Sales Administration Customer Service Tech Support
X-rite Inc.
01.2007 - 02.2016
Product Coordinator and Buyer
Dickinson Press
03.2006 - 09.2006
Customer Project Coordinator
Display Pack
09.1998 - 03.2006
B.S Print Management -
Ferris State University
A.S. Print Technology -
Muskegon Community College
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