Dianne LaRue

• Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
• Increased repeat business with exceptional follow-up efforts that nurtured ongoing relationships with customers.Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
• Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products or services.
• Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
• Continuously refined personal communication skills, adapting to customer personalities and preferences for optimal rapport-building.
• Developed strong relationships with clients, fostering a sense of trust and reliability in the company's services.
• Conducted regular training sessions for team members on best practices in customer service, enhancing overall team performance.

I worked for the predecessor of this company, Unisource Worldwide in Pittsburgh, PA from January, 1988 through 1996 when the CS Center was moved to a location I could not attend. I rejoined the Company in January, 2001.

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.

• Managed customer calls for purchasing products through delivery and after.
• 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.

Prior work in Teaching and Social Work in my early careers prepared me to make a change from those fields to business.