Dawn Svehla
Middle River,MD
Summary
Enthusiastic and results-driven Customer Service Specialist with over 40 years of experience in delivering exceptional customer service support and maintaining high satisfaction rates. Proven ability to build strong client relationships, resolve issues quickly with 95% efficiency, and implement strategies to boost customer retention. Skilled in conflict resolution, parts identification for large tonnage York chillers, working with internal teams when necessary, familiar with Salesforce, Easyparts, Windchill, MRP, SAP and Factory Order Forms. Actively seeking to bring my expertise, passion for client care, and a commitment to excellence to your team.
Overview
2026
2026
years of professional experience
Work History
Customer Service Parts Identification Specialist
Johnson Controls, Inc
Baltimore, MD
01.2019 - 01.2026
- Achieved significant improvements in customer satisfaction through timely case closures within 24 hours. Reduced RMA incidents linked to CSR errors, enhancing overall service quality. Recognized for consistently leading the team in monthly case closures.
- Facilitated customer proficiency in utilizing Easyparts for efficient identification of parts, pricing, and lead-time.
- Achieved improved team performance through effective training and mentorship. Designed and implemented training modules that equipped customer service representatives with best practices for managing cases and calls.
- Engaged in various training sessions aimed at improving understanding of products and optimizing search engine part identification.
Senior Customer Service Representative Contractors
York International - Johnson Controls, Inc
Baltimore, MD
2005 - 2018
- Oversaw parts identification and order placement for HVAC contractors. Managed invoice distribution and tracked freight charges and back order statuses. Coordinated quotes and expedited parts requests to enhance service delivery. Facilitated parts setup and RMA requests while addressing warranty issues and correcting shipment discrepancies.
- Acquired expertise in parts identification through self-directed learning.
- Managed processing of email inquiries, addressing 80-115 emails daily.
- Facilitated refrigeration processing order management and provided mentorship to team members on procedural best practices.
- Executed counter duties in storefront as needed, facilitating smooth customer interactions and service flow.
International Customer Service Representative
York International
Baltimore, Maryland
09.1995 - 11.2005
- Started with two countries and prior to moving to Contractors acquired two manufactured plants in China and the Shanghai Hub, which handled nine countries, along with Canada and Puerto Rico.
- Oversaw processing of DHL airfreight and ocean shipments to optimize logistics operations. Collaborated with freight forwarders to secure container bookings and generate necessary export documentation.
- Provided lead-times on back-orders, requested parts set-up of new parts, collaborated with equipment orders, work with varies internal teams
- Oversaw resolution of shipping errors, including short shipments and overages. Partnered with accounting to optimize billing accuracy and efficiency.
- Trained / mentor replacement
Shipping Clerk
Borg-Warner - York International
Baltimore, Maryland
04.1985 - 09.1995
- Coordinated logistics for freight pick-ups and assisted in completing bills of lading and air bills. Supported development of export invoices to streamline shipping processes when needed.
- Assisted in rating freight and obtaining proof of deliveries. Updated orders to maintain accurate records. Supported team in tracking delivery statuses.
- Mentored and trained 14 team members prior to independently managing department for two years.
- Assisted in warehouse operations by keying inventory tags accurately. Supported prepackaging of parts for efficient assembly. Aided in assembling kits for distribution. Helped prepare invoices for mailing out to customers.
Education
High School Diploma -
Chesapeake Senior High School
Baltimore05.1984
Skills
- Multi-tasking
- Verbal and Written Communication
- Attention to details
- Problem solving
- Active listening
- Customer Support
- Team Collaboration
Timeline
Customer Service Parts Identification Specialist
Johnson Controls, Inc
01.2019 - 01.2026
International Customer Service Representative
York International
09.1995 - 11.2005
Shipping Clerk
Borg-Warner - York International
04.1985 - 09.1995
Senior Customer Service Representative Contractors
York International - Johnson Controls, Inc
2005 - 2018
High School Diploma -
Chesapeake Senior High School