Summary
Overview
Work History
Education
Skills
Programming And Software Skills
Personal Accomplishments
Professional Accomplishments
References
Timeline
Generic
Ellen Brooks

Ellen Brooks

Windsor Locks,CT

Summary

I'm seeking to reconnect with my foundational values and experiences that have shaped my professional journey as a Customer Service Representative. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. I am proficient in customer service best practices, understanding customer desires and providing customized solutions to build loyalty.

Overview

28
28
years of professional experience

Work History

Sourcing Agent

Eversource
01.2023 - 04.2023
  • Managed project plans and RFP bidding process of materials and equipment
  • Efficiently conducted Requests for Proposals (RFP's), negotiated, and executed contracts independently, and supports internal business partners on assigned procurement activities
  • Lead the sourcing, negotiation, and contracting process for medium value/commodities.

Purchasing Representative

R&D Dynamics
03.2022 - 11.2022
  • Hired to improve the Purchasing Department's processes
  • Developed and narrated processes for the Procurement department to ensure continuous process improvement
  • Processed PO's, RFQ's, expedite requests, and resolved discrepancies with accounting
  • Worked closely with engineering, production, and the finance department to support all the procurement requirements
  • Managed warranty claims/RMAs for defective product with suppliers
  • Identified new suppliers, agreed to terms, and negotiated agreements including rebates
  • Self-directed, and can work independently
  • Initiative-taking, stays focused, and can conduct tasks in a timely manner
  • Extremely meticulous, dependable, and trustworthy
  • Strong customer service skills, ensures a level of kindness and patience when speaking with customers and suppliers.

Purchasing/Customer Service Representative Team Lead

Kaman Industrial Technologies
01.2006 - 03.2022
  • Processed PO's, credit card purchases, RFQ'S, expedite requests and resolved discrepancies with accounting.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Cross-trained and provided backup support for organizational leadership.
  • Coordinated activities of Area Purchasing Representatives to provide a consistent customer service experience that meets/exceeds expectations
  • Supervised day-to-day activities within framework of established policies and procedures, and provided leadership and guidance to team members
  • Lead by example, was responsible for training new employees, and offered coaching for development of team members

Customer Service Representative/Buyer Specialist

Unisource Worldwide, Inc.
04.1995 - 03.2006
  • Managed timing and quantity of stock replenishments
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Delivered prompt service to prioritize customer needs.
  • Reduced lead times on key items by optimizing order quantities and stocking strategies based on historical demand patterns.
  • Developed and maintained industry knowledge including product availability, product applications, and new products and pricing trends
  • Followed trends in market and was committed to JIT deliveries

Education

Bachelor of Science -

Southern Connecticut State University
New Haven, CT
05.1990

Skills

  • Problem solving and critical thinking skills
  • Years of customer service experience and call center background
  • Excellent communication oral/written skills
  • Empathy skills from background of facilitating a grief support group for the town's funeral home
  • Able to adapt to changes in the work environment
  • Product sourcing and buyer/purchasing skills

Programming And Software Skills

  • Microsoft Office (Excel, PowerPoint, Access, Word, Outlook)
  • ERP, SAP, Sx.e

Personal Accomplishments

Volunteers with a local funeral home as co-facilitator for a grief support group, and has provided free meditation classes as a certified holistic practitioner in my community

Professional Accomplishments

  • Improved & implemented processes at R&D Dynamics Purchasing Department
  • Eight years of experience supervising Kaman's Purchasing/Procurement Department
  • 2016 - 2019 - Effectively and successfully trained eight new employees for Kaman
  • Member of WALK committee (Women Advocating Leadership at Kaman)

References

References available upon request

Timeline

Sourcing Agent

Eversource
01.2023 - 04.2023

Purchasing Representative

R&D Dynamics
03.2022 - 11.2022

Purchasing/Customer Service Representative Team Lead

Kaman Industrial Technologies
01.2006 - 03.2022

Customer Service Representative/Buyer Specialist

Unisource Worldwide, Inc.
04.1995 - 03.2006

Bachelor of Science -

Southern Connecticut State University

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Ellen Brooks