Microsoft Products
Donna Ward
Spring Hill,FL
Summary
Customer Service Supervisor with a track record of managing a wide variety of customer service issues quickly and efficiently.
Overview
26
26
years of professional experience
Work History
Customer Service Supervisor
American Society of Safety Engineers
Park Ridge, IL
05.2015 - Current
Interviewed, hired and trained new quality customer service representatives. Successfully managed the activities of 6 team members and 2 temporary employees. Developed, implemented and monitored programs to maximize customer satisfaction. . Effectively communicated with team members to maintain clearly defined expectations. Addressed negative customer feedback immediately. Resolved customer questions, issues and complaints. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Developed rapport with the customer base by handling difficult issues with professionalism.
Order Processing Assistant
American Society of Safety Engineers
Des Plaines, IL
04.2001 - 05.2015
Provided a high level of product support to representatives and clients. Verified that information in the computer system was up-to-date and accurate. Verified and logged in deadlines for responding to daily inquiries. Trained new employees on the Personify software. Cross-trained and provided back-up for other customer service representatives when needed. Worked our annual Professional Development Conference. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax. Entered the new membership applications for new members. Paid annual membership renewals. Entered registrations into the Personify system and entry of Product orders both in paper form and from the online system.
Customer Service Representative
American Society of Safety Engineers
Des Plaines, IL
10.1998 - 05.2001
Provided a high level of product support to members and customers. Resolved customer questions, issues and complaints. Addressed negative customer feedback immediately. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Education
BBA - Business Management
Liberty University
2016
Some College - Business Management
University of Phoenix
General Studies
Oakton Community College
Skills
- Focused on customer satisfaction
- Team management
- Skilled multi-tasker
- Training and development
- Deadline-oriented
- Meticulous attention to detail
- Conflict resolution techniques
- Client relations specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 5 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of 10 in the development of implementing a new software called Personify which is a non-profit software.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Work Preference
Work Type
Full TimeWork Location
On-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingSoftware
Non-Profit Software
Outlook
Adobe
Zoom
Calendars
VPN
Languages
English
Native language
Interests
Spending time with family
Crafting
Reading
Timeline
Customer Service Supervisor
American Society of Safety Engineers
05.2015 - Current
Order Processing Assistant
American Society of Safety Engineers
04.2001 - 05.2015
Customer Service Representative
American Society of Safety Engineers
10.1998 - 05.2001
BBA - Business Management
Liberty University
Some College - Business Management
University of Phoenix
General Studies
Oakton Community College
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