Elisa Parr
Peoria,IL
Summary
Adept at problem-solving and customer relationship management, I significantly enhanced customer satisfaction and repeat business at Dental Arts Laboratories. Leveraging expertise in CRM and active listening, I efficiently resolved complex issues, boosting service quality and productivity. My approach focuses on achievements, blending hard and soft skills to exceed employer expectations.
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
Dental Arts Laboratories
02.2023 - Current
- Developed strong relationships with doctors/customers, resulting in repeat business and positive feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Department Production Coordinator
Dental Arts Laboratories
09.2019 - Current
- Provided hands-on support during peak production periods, assisting teams in meeting tight deadlines.
- Coordinated with production team to support productivity targets and deadline management.
- Monitored and tracked progress of all production tasks for on-time delivery.
- Coordinated communication between departments, fostering a collaborative work environment.
- Created and maintained detailed reports and schedules of all production tasks.
- Reviewed in-house stock to determine materials availability for production jobs.
- Ensured timely delivery of projects by closely monitoring schedules and milestones.
- Managed daily operations on the production floor, maintaining a safe and organized workspace.
- Liaised with production manager, suppliers and vendors to support production needs.
- Boosted team productivity, assigning tasks according to individual strengths and capabilities.
- Addressed potential bottlenecks proactively before they escalated into major issues impacting project timelines or budgets.
Department Administrative Assistant
Dental Arts Laboratories
03.2017 - Current
- Maintained company manuals, resources, client data, training records and other items.
- Optimized workflow within the department through diligent maintenance of electronic filing systems.
- Supported general department operations by providing various support services and assisting with communications.
- Established strong relationships with doctors/customers to ensure timely delivery of goods/services while negotiating favorable terms.
- Demonstrated flexibility by adapting to shifting priorities and taking on new responsibilities as needed to maintain a high level of support for the department.
- Served as a trusted resource for employees seeking assistance with HR-related matters such as benefits enrollment or policy clarification.
- Maintained departmental personnel records and recorded adjustments and additions to keep updated files.
- Performed data entry for targeted reports to facilitate dissemination of knowledge about departmental operations.
Data Entry
Dental Arts Laboratories
02.2012 - Current
- Reduced errors in file management by consistently double-checking and verifying data entry.
- Expedited data entry processes by efficiently typing information into databases and spreadsheets.
- Reduced errors in data entry through thorough quality checks and attention to detail.
- Managed high-volume data entry tasks, ensuring timely completion without sacrificing quality.
- Streamlined item intake process with detailed documentation and data entry.
- Completed recordkeeping, filing and data entry duties.
- Provided general administrative support including data entry, document preparation, and mail distribution.
Education
High School Diploma -
East Peoria Community High School
East Peoria, IL05-2008
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Data entry
- Call center experience
- Conflict resolution
- Quality assurance
- Product knowledge
- Active listening
- Time management
- Multitasking and organization
- Customer service excellence
Timeline
Customer Support Specialist
Dental Arts Laboratories
02.2023 - Current
Department Production Coordinator
Dental Arts Laboratories
09.2019 - Current
Department Administrative Assistant
Dental Arts Laboratories
03.2017 - Current
Data Entry
Dental Arts Laboratories
02.2012 - Current
High School Diploma -
East Peoria Community High School
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