Cynthia Olmsted
Woodland,WA
Summary
Seasoned Senior Customer Service Specialist with a strong background in managing complex customer inquiries, resolving conflicts, and driving customer satisfaction. Showcases exceptional problem-solving abilities and communication skills that help foster meaningful relationships with customers. Demonstrated success in previous roles by streamlining processes to enhance efficiency and improving overall customer experience. Possesses leadership capabilities and the ability to work effectively as part of a team or independently.
Overview
37
37
years of professional experience
Work History
Senior Customer Service Specialist
Hawthorne Gardening, Inc
Vancouver, WA
03.2008 - 04.2025
- Managed processing and execution of customer purchase orders.
- Proactively assisted customers by addressing inquiries and resolving issues with account information.
- Implemented process improvements that enhanced workflow and operational efficiency.
- Oversaw key, high-profile customer accounts.
- Identified opportunities for improvement in existing processes or procedures.
- Investigated complex problems reported by customers and proposed effective solutions.
- Assisted customers with product selection and order placement.
- Resolved customer complaints promptly and efficiently.
- Ensured compliance with applicable laws and regulations regarding customer service operations.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Collaborated with sales teams to resolve inventory issues and ensure timely order fulfillment.
- Improved product knowledge on continuous basis to provide optimal customer service.
- Utilized knowledge base tools such as SAP and Workforce to provide quick resolution of customer inquiries.
- Provided technical support and troubleshooting assistance to customers.
- Updated system with order specifics and customer details, preferences, and billing information.
- Coordinated with internal teams to ensure timely and successful delivery of customer orders.
- Mentored and guided junior team members to elevate service standards and handle escalations.
- Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
- Collected deposits and payments from customers.
Assistant to Sales Manager
United Salad Co.
Portland, OR
06.2002 - 03.2008
- Initiated communication with clients to facilitate order placement.
- Managed multi-line phone system effectively.
- Solved customer complaints and issued credits as necessary.
- Managed billing for government contracts.
- Created and maintained Microsoft Excel and Microsoft Word programs
- Organized and maintained filing systems for documents and records.
- Greeted visitors, clients and guests in a professional manner.
- Handled incoming calls and directed callers to appropriate department or employee.
- Offered reception coverage to relieve staff during absences or breaks.
- Stocked inventory and ordered office and kitchen supplies.
Assistant to the Director
Lelooska Foundation
Ariel, WA
07.1999 - 07.2003
- Operated multi-line phone system.
- Recorded ledger entries in QuickBooks.
- Handled customer payments accurately.
- Issued reservations and performance tickets for customers
- Managed organization and dispatch of bulk postal mailings.
- Updated client address database regularly.
Assistant to Sales Manager
Family Brands, Inc.
Vancouver , WA
02.1993 - 09.1994
- Greeted visitors, clients and guests in a professional manner.
- Ensured office equipment was operational, stocked with supplies and maintained in a clean condition.
- Organized and maintained filing systems for documents and records.
- Assisted in the preparation of reports, presentations and correspondence.
- Entered data into databases accurately and efficiently.
- Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
- Set up travel and itinerary
Military Police Officer
US Army
06.1988 - 10.1991
- Received, evaluated and prioritized incoming emergency calls from the public; dispatching appropriate personnel and equipment.
- Researched criminal history data utilizing NCIC and law enforcement data bases; provided necessary information to officers in the field.
- Conducted checks of personnel identification for security purposes in a restricted access area.
- Provided physical security and law enforcement services to military personnel, facilities, and resources.
- Enforced applicable laws, regulations, policies, procedures, and orders in accordance with the Uniform Code of Military Justice.
- Gathered evidence at crime scenes; interviewed victims, witnesses, suspects.
- Conducted patrols of assigned areas on foot or by vehicle.
- Investigated complaints from military personnel regarding alleged violations of UCMJ or other regulations.
- Prepared detailed reports on investigations and other police activities.
- Enforced traffic laws by issuing citations when necessary.
- Maintained weapons qualifications through regular firearms training exercises.
- Responded to emergency calls for service, providing immediate assistance and coordinating with other emergency response teams as necessary.
Education
Legal Secretary
Bradford College
Portland, OR03-1993
Criminal Law
Central Texas College
Killeen, TXSkills
- Customer service
- Order processing
- Process improvement
- Customer relationship management
- Problem solving
- Conflict resolution
- Team leadership
- Proficient in SAP, Microsoft Word and Excel
- Time management
- Multi-line phone experience
- Administrative and office support
- Task prioritization
- Excellent communication
- Data entry accuracy
- Credit card payment processing
- Multitasking
- Workforce tool utilization
- 10-Key proficiency
Timeline
Senior Customer Service Specialist
Hawthorne Gardening, Inc
03.2008 - 04.2025
Assistant to Sales Manager
United Salad Co.
06.2002 - 03.2008
Assistant to the Director
Lelooska Foundation
07.1999 - 07.2003
Assistant to Sales Manager
Family Brands, Inc.
02.1993 - 09.1994
Military Police Officer
US Army
06.1988 - 10.1991
Legal Secretary
Bradford College
Criminal Law
Central Texas College
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