Debra Watts
Tigard
Summary
Professional representative with strong background in customer service and dealership support. Skilled in managing client relationships, resolving issues and ensuring smooth operaitons.
Experienced with dealer service protocols and client support. Utilizes effective communication to resolve issues promptly. Knowledge of industry-specific software and service standards.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Dealer Service Representative
Yakima Products, Inc.
04.2017 - Current
- Answered and directed on average of 35 phone calls a day and liaised customers through 20 - 30 email communications.
- Streamlined communication between 3 territories of Outdoor gear dealers and the company, fostering strong business relationships.
- Resolved customer issues and escalated complex issues to manager.
- Maintained comprehensive knowledge of company products, policies, and procedures in order to effectively support dealers'' needs.
- Handled escalated issues from customers with professionalism and empathy, ultimately retaining their business as loyal clients even after initial dissatisfaction was addressed.
- Established a reputation for being highly detail-oriented when processing orders accurately and efficiently, ultimately resulting in fewer errors throughout the entire procurement process.
- Assisted in increasing sales revenue by providing exceptional support to dealers throughout the sales process.
- Maintained digital records of delivery and receiving information.
- Handled inquiries regarding deliveries, purchase orders and other customer-facing processes.
- Kept records of inquiries, complaints and comments.
- Coordinated warranty claims processing between dealers and the company, reducing claim resolution times significantly.
- Collaborated with internal departments to ensure timely delivery of parts and services to dealers.
- Enhanced customer satisfaction by promptly addressing and resolving dealer inquiries and concerns.
- Supported dealers through change management by providing guidance on new processes and technologies introduced by the company, ensuring smooth transitions across the network.
- Provided critical feedback from dealers to inform future product enhancements, contributing to increased customer satisfaction rates.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Customer Service Representative
Yakima Products, Inc.
04.2010 - 05.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Business Administration
Portland Community College
Portland, OR05-2009
GED -
Mt. Hood Community College
Gresham, OR05-1989
Skills
- Empathy and patience
- Customer service expertise
- Goal-oriented mindset
- Strong negotiation
- Data entry proficiency
- Cross-selling techniques
- Call center experience
- Microsoft Excel
- Documentation
- Scheduling
- Follow-up skills
- Complaint resolution
- Prioritization
- Building rapport
- Research
- Product and service solutions
- Spreadsheets
- Proofreading
- Account updating
- Escalation management
- Office equipment proficiency
- Brand representation
- Retail store support
- Service standard compliance
- Record preparation
- Call triaging
- Report creation
- Credit adjustments
- Customer RMA management
- Opening and closing accounts
- Refund management
- Call center procedures
- Courteous demeanor
- Member account management
- Positive and professional
- Tactful and diplomatic
- Merchandise upselling
- Call escalation
- Retail sales customer service
- Multi-line telephone operations
- High-energy attitude
- Support case resolution
- Exchange coordination
- Credit card payment processing
- In-store support
- Typing proficiency
- Researching
- Refunds processing
- Tracking complaints
- Grammar
- Problem-solving skills
- Problem-solving abilities
- Multitasking
- Reliability
- Teamwork skills
- Customer service excellence
- Phone Etiquette
- Customer Relationship Management
- Stress Tolerance
- Team building
- Conflict Resolution
- Information Gathering
- Professionalism
- Time management abilities
- Resourcefulness
Timeline
Dealer Service Representative
Yakima Products, Inc.
04.2017 - Current
Customer Service Representative
Yakima Products, Inc.
04.2010 - 05.2017
Associate of Arts - Business Administration
Portland Community College
GED -
Mt. Hood Community College
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