DEBRA POSEY
CLEVELAND,OH
Summary
Customer service coordinator with a background in inbound support, contract verification, accurate order entry, and customer follow-up. Brings CRM and SAP training, calendar and meeting coordination, and strong documentation habits to support efficient service, process improvement, and positive relationships with customers and internal teams.
Overview
16
16
years of professional experience
Work History
CUSTOMER SERVICE COORDINATOR
ROCKWELL AUTOMATION
Mayfield Village, OH
01.2000 - 01.2016
- Managed inbound calls from distributors, sales channels, OEMs, and clients; responded promptly to requests and conducted follow-up outbound calls to ensure satisfaction.
- Distributed software updates electronically through RSSS database; gathered data to monitor basic outcomes, processes, and procedures for ongoing departmental work.
- Managed calendars, schedules, meetings, and activities for internal and external business needs; prepared agenda packets, pre-meeting materials, and administrative support for supervisor.
- Directed incoming calls to engineers for technical support following contract verification and entitlement review procedures.
- Conducted thorough research utilizing internet, intranet, and extranet search tools to gather relevant information.
- Entered accurate orders based on customer instructions and corporate guidelines.
- Supported team and department effectiveness by building productive customer and employee relationships.
- Submitted publication articles and customer training content for knowledgebase online web portal.
- Assisted with go-live implementation for TechConnect program and continued revenue generation support.
- Conducted follow-up calls for TechConnect renewal contracts with global companies such as Pepsi, Kraft, Kimberly-Clark, and Procter & Gamble, facilitating contract renewals.
- Worked closely with colleagues to meet departmental goals and maintain strong shared performance.
- Educated customers on contract upgrade benefits, generating add-on uplifts and prorated quotes, effectively converting accounts to higher-value contracts.
- Identified continuous improvement opportunities tied to SOP processes.
Education
COMMUNICATIONS
CAPITAL UNIVERSITY
COLUMBUS, OHIOSome College (No Degree) - Communications
Capital University
Columbus, OHSkills
- CRM management
- SAP software
- Knowledge base management
- Customer feedback tools
- SharePoint collaboration
- Windows OS support
- Database administration
- Microsoft Outlook
- Microsoft Word
- Email management
- Internet browsing
- Multitasking workflows
- Customer communication
Affiliations
- Active Member of Neighbor UP Bridging Communities
- Rid All going green, Urban Agriculture
- Environmental Health Watch Sustainable Living
- Feed the Hungry City Mission
- Outreach Food Bank Lazarus Ministries
PROFESSIONAL DEVELOPMENT
- Numerous programs, conferences, Web-X Training Seminars including; Culture of Inclusion; Skill Port-Virtual Training and Ethics Training - yearly
- Received Capture the Moment Award for (6) years for exceeding Department Metrics
Timeline
CUSTOMER SERVICE COORDINATOR
ROCKWELL AUTOMATION
01.2000 - 01.2016
COMMUNICATIONS
CAPITAL UNIVERSITY
Some College (No Degree) - Communications
Capital University