Denise Cline
Sherrills Ford,NC
Summary
Proven leader in operational excellence and quality service, significantly enhancing efficiency and customer satisfaction at SBM Life Science and Bayer Advanced. Expert in workflow analysis and process mapping, adept at fostering teamwork and collaboration. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Order to Cash processing for Lowe's, Home Depot, Co-Ops and Distributors, inclusive of Penalty review and disputes as well as Customer Invoice deduction validation.
Overview
18
18
years of professional experience
Work History
Customer Process Manager
SBM Life Science
10.2023 - 09.2024
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
- Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
- Managed change among staff to achieve buy-in and cooperation and overcome resistance.
Customer Service Manager
SBM Life Science
10.2016 - 09.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Representative
Bayer Advanced
06.2006 - 10.2016
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma -
Granada Hillis High School
Granada Hills06.1988
Skills
- Operational Excellence
- Process Mapping
- Attention to Detail
- Problem-solving abilities
- Self Motivation
- Data Entry
- Microsoft Excel
- Dispute Resolution
- Order Fulfillment
Timeline
Customer Process Manager
SBM Life Science
10.2023 - 09.2024
Customer Service Manager
SBM Life Science
10.2016 - 09.2023
Customer Service Representative
Bayer Advanced
06.2006 - 10.2016
High School Diploma -
Granada Hillis High School
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