ELIZABETH J ANDERSON
Summary
Self-motivated and dependable Customer Service Administrator with a high level of expertise in technology looking to obtain full-time position with a local organization. Highly organized, proactive and punctual with team-oriented mentality.
Overview
13
13
years of professional experience
Work History
Customer Satisfaction Representative
Kurita America
10.2021 - 01.2024
- Organized relevant documentation for each case handled, facilitating efficient communication with other departments when necessary.
- Enhanced team performance by providing ongoing support and coaching to fellow Customer Satisfaction Representatives.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring a seamless experience for the client.
- Conducted regular reviews of customer accounts to ensure accuracy and address any discrepancies proactively.
- Maintained high-quality standards for customer interactions by consistently meeting or exceeding performance metrics.
- Reduced response times by streamlining processes for managing incoming calls, emails, and chat messages.
- Enhanced customer satisfaction by efficiently processing return requests and maintaining accurate records.
- Conducted thorough investigations of disputed returns claims, working closely with customer service representatives to resolve disputes fairly and efficiently.
- Strengthened relationships with vendors by effectively communicating product quality issues identified through the returns process.
Customer Service Administrator
Cyberoptics Corp.
06.2019 - 02.2020
- Supervised product shipments, ensuring delivery by correct freight company.
- Responded to incoming calls and emails from customers and asked open-ended questions to determine how to be of assistance.
- Brainstormed with other customer service personnel to determine ways to reduce service issues and eliminate keying errors.
- Regularly updated customer service database to reflect new information including address changes and contact details.
- Researched issues in company's computer system regarding shipments, product damage and incorrect product amounts.
- Answered phones for main switchboard to assist operator and facilitate smooth communications.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
Customer Service Representative
Tennant Co
02.2018 - 01.2019
- Highly experienced in using complex SAP applications with knowledge of specific requirements.
- Verified and confirmed pricing for customers and relayed correct pricing for end users and distributors.
- Handled highly stressful situations and unexpected errors in an efficient manner.
- Used SAP system to perform order taking, shipment tracking, price quotes, invoice inquiries, service notifications and more.
- Received inbound calls from customers, providing information regarding services or products, taking new orders and canceling accounts.
- Developed new customer prospects or referrals.
- Resolved escalated customer issues quickly to drive client retention.
- Completed continuing education and training programs for professional development.
- Interacted with customers and retail buyers to expedite orders.
- Handled over 55+ incoming calls and emails per day from customers.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Assisted customers with sales transactions in a timely manner to guarantee high level of customer service using cashiering software Delago to process payments or obtained PO number on each call.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Excelled in exceeding quality expectations as well as daily call requirements.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Service Center Representative
Hennepin County Government
04.2015 - 08.2017
- Prepared and processed various pre bill motor vehicle renewals, title transfers, DNR renewals and transfers for county/state agencies, and collected appropriate fees.
- Provided accurate and complete information and instructions to the public regarding laws, policies and procedures; resolved routine customer complaints.
- Performed cashiering duties using i-Novah cashiering software.
- Assisted with training of new staff.
- Entered data and updated records using multiple databases and software to perform daily functions.
- Performed receptionist desk and telephone duties.
- Completed Motor Vehicle and Drivers License reports and troubleshooted issues to ensure we balanced out on each report
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Reviewed documents to ensure accuracy on all supporting documents, copied and sent them to the state for approval
- Achieved high quality marks on quality assurance evaluations through our online customer survey.
Call Center Team Lead
Customer Traac CTI, LLC
08.2010 - 11.2014
- Inputted information from customer calls and onsite service visits into the companies system using Xtime software.
- Responsible for opening and closing call center as needed.
- Overseeing all call center agents at each location.
- Coached agents on a day to day basis.
- Answered high volume calls for a large number of dealerships across the USA.
- Scheduled appointments along with verifying, & correcting information.
- Managed and resolved customer complaints from the help desk or dealerships with calls that the agents couldn't handle and became available when an agent appeared to need assistance.
- Completed training in numerous scheduling programs & trained employees.
- Answered the main business line, screened, and directed calls to correct staff.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Education
Child Development & Horticulture Programs
Hennepin Technical College
Brooklyn Park, MN5 2006
High School Diploma -
Cooper High School
New Hope, MN5 2005
High School Diploma -
Robbinsdale Area Schools Transition Center
New Hope, MN01.2017
Skills
- Strong problem solving abilities
- Customer Service
- Proficient in time management
- Strong organizational skills
- Highly experienced in all MS office software
- CRM Software
- Project organization
- Communications
- Team building
Accomplishments
- Excelled in training of SAP system
- Promoted to Senior Service Center Representative in 2016
- Received many accolades for excellent customer service
- Calmed and rapidly resolved client conflicts to prevent loss of key accounts
- Promoted to Call Center Team Lead in 2012
- Minnesota Notary Public
- Authorized to certify documents, administer oaths and affirmations, and perform document identification and follow all MN state notary laws
- Robbinsdale Area Schools Community Education
- Proficient in all Microsoft office software.
Timeline
Customer Satisfaction Representative
Kurita America
10.2021 - 01.2024
Customer Service Administrator
Cyberoptics Corp.
06.2019 - 02.2020
Customer Service Representative
Tennant Co
02.2018 - 01.2019
Service Center Representative
Hennepin County Government
04.2015 - 08.2017
Call Center Team Lead
Customer Traac CTI, LLC
08.2010 - 11.2014
Child Development & Horticulture Programs
Hennepin Technical College
High School Diploma -
Cooper High School
High School Diploma -
Robbinsdale Area Schools Transition Center
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