Summary
Overview
Work History
Education
Skills
Timeline
SalesAssociate
Elyse Kramer

Elyse Kramer

Rochester,NY

Summary

Results-driven and customer-focused professional with over 10 years of experience in customer service, sales support, and financial operations. Adept at managing high-volume inquiries, processing orders, and resolving complex issues in fast-paced environments. Proven track record of supporting sales teams, improving operational efficiency, and providing exceptional service in both the healthcare and financial sectors. Strong background in managing cross-functional relationships, product launches, and promotional campaigns. Known for excellent communication skills, problem-solving abilities, and the ability to thrive in dynamic, deadline-driven environments. Recognized for adaptability & leadership, with a history of mentoring teams and driving continuous improvement initiatives.

Overview

14
14
years of professional experience

Work History

Sales Support Specialist

CooperVision
09.2022 - Current
  • Provide First Call Resolution by efficiently responding to sales and customer inquiries, leveraging in-depth knowledge of company policies and procedures to deliver accurate information and resolve issues promptly.
  • Process and manage orders for literature, trial orders, rebates, bulk shipments, promotional materials, and complimentary requests, ensuring timely and accurate fulfillment while tracking budgets and program updates.
  • Act as a liaison between Sales Representatives and cross-functional departments—including IT, Marketing, Credit, Distribution, International, Product Service, Consumer Care, and Returns—to identify, report, and resolve service-related errors effectively.
  • Support marketing and corporate accounts in launching new products by coordinating program orders, tracking shipments, and ensuring timely delivery of promotional materials and fit sets.
  • Maintain comprehensive product knowledge on promotions, pricing, inventory availability, accessories, and policies, while adhering to Salesforce.com protocols and service-level agreements for order processing.
  • Facilitate communication and training by participating in regional sales conference calls, relaying key updates, and assisting the sales team with essential applications such as SFDC, Ontrac, and First Contact.
  • Coordinate regional sales events by assisting with planning and logistics for meetings and PAC and dinner events while supporting business objectives through extended work hours as needed.
  • Provide proactive customer support by handling inbound product calls for business initiatives, and sales campaigns, identifying training or product trends, and collaborating with departments such as Marketing, Sales Operations, and Credit to enhance service delivery.
  • Key Accomplishments:
  • Sales Support Rep of the Year for 2024

Sr. Customer Service Specialist

CooperVision
04.2018 - 09.2022
  • Provided exceptional customer service by managing high-volume inbound calls, accurately processing contact lens orders, and addressing customer inquiries with a professional demeanor.
  • Maintained and updated customer accounts, verifying and inputting accurate information, processing billing adjustments, and resolving discrepancies to ensure seamless transactions and customer satisfaction.
  • Tracked and monitored orders using multiple software applications, proactively identifying and resolving delays, coordinating with suppliers, and ensuring on-time delivery to enhance operational efficiency.
  • Provided expert guidance to Eye Care Providers, offering tailored recommendations on suitable products and prescription compatibility, ensuring optimal vision care solutions for their patients.
  • Key Accomplishments:
  • Named Employee of the Month within the first year.
  • Seamlessly adapted to working from home and was the first Customer Service Specialist to be mentored virtually in Consultation.
  • Promoted to Senior Customer Service Specialist and assisted the leadership team with floor operations when they were unavailable.

Call Center / Operations Representative

Family First Federal Credit Union
03.2017 - 04.2018
  • Delivered outstanding customer support by answering high-volume inbound calls, addressing account-related inquiries, resolving disputes, and efficiently processing check orders, debit/credit card requests, and other financial transactions.
  • Assisted clients with online banking services, guiding them through digital account management, troubleshooting transaction issues, and facilitating teller services to ensure a seamless customer experience.
  • Managed and monitored the daily Automated Clearing House (ACH) processing cycle, ensuring accurate and timely transactions, while performing precise data entry for Individual Retirement Accounts (IRA) and Health Savings Accounts (HSA).
  • Provided comprehensive customer assistance via email and live chat, promptly resolving technical and account-related concerns, enhancing client satisfaction, and ensuring compliance with financial regulations.
  • Key Accomplishments:
  • Played a key role in implementing fraud detection and anti-money laundering software to proactively combat financial crimes.
  • Led efforts to assist auditors in gathering necessary documents for review.
  • Served as the Senior Operations Representative's stand-in.

Cross Functional Representative / Financial Service Representative

Family First Federal Credit Union
05.2016 - 03.2017
  • Delivered outstanding member service by warmly welcoming customers, accurately processing teller transactions, and assisting with new account openings, account maintenance, and resolving inquiries in compliance with financial regulations.
  • Consistently exceeded sales goals by proactively assessing member needs, cross-selling beneficial financial products, making outbound calls to generate business opportunities, and successfully closing consumer loans to enhance member financial well-being.
  • Cultivated and maintained strong, trust-based relationships with members by providing expert guidance on banking products, delivering personalized financial solutions, and serving as a reliable representative of the Credit Union.
  • Ensured smooth daily cash operations by assisting with vault balancing, maintaining accurate records of cash transactions, monitoring cash levels, and efficiently distributing necessary funds to tellers to support seamless branch operations.

Senior Member Service Representative

Fairport Federal Credit Union
01.2014 - 05.2016
  • Managed a high volume of member inquiries, effectively resolving complaints, addressing complex loan-related concerns, and ensuring seamless account services, including opening new accounts and maintaining existing ones.
  • Developed and nurtured strong, trust-based relationships with members by providing personalized financial solutions, proactively addressing concerns, and ensuring a positive banking experience.
  • Responded to and processed a high volume of inbound calls, identified and corrected insurance policy errors on loans, ensured compliance with regulatory standards, and facilitated loan perfection and documentation accuracy.
  • Led training sessions and mentorship for new hires, conducted structured onboarding programs, assisted with vault reconciliation and audits, and ensured the accurate distribution of funds to tellers to maintain operational efficiency.
  • Key Accomplishments:
  • As a member of management, reviewed employee performance and assisted in goal achievement.
  • Managed a high-volume workload in a deadline-driven environment and consistently exceeded expectations.
  • Became the lead person for all Member Service Representatives and the primary mentor/trainer for both new and established employees.
  • Received a 100% performance rating in categories such as communication/listening skills, problem resolution, and kindness.

Member Service Representative

Fairport Federal Credit Union
02.2011 - 01.2014
  • Delivered outstanding customer service by welcoming members and efficiently handling financial transactions, including deposits, withdrawals, and loan payments, while ensuring accuracy and compliance with banking regulations.
  • Assisted the Senior Member Service Representative in processing new account applications, verifying documentation, and maintaining accurate records of loan insurance requirements to support compliance and operational efficiency.
  • Responded to member inquiries with professionalism, providing prompt resolutions and escalating complex issues to appropriate departments to enhance customer satisfaction and service effectiveness.
  • Facilitated seamless member interactions by directing clients to the appropriate loan officers based on their specific financial needs, improving cross-departmental coordination and customer experience.

Education

Fairport High School

Skills

  • Customer Service Excellence: Demonstrated by consistently providing outstanding support through phone, email, and live chat, addressing inquiries, resolving complaints, and ensuring high levels of satisfaction
  • Cross-Departmental Collaboration: Effectively acted as a liaison between multiple departments (eg, IT, Marketing, Credit, and Distribution) to ensure smooth operations and resolve service-related issues promptly
  • Order and Process Management: Expertise in managing and processing orders, ensuring accurate processing of literature, trial orders, promotions, rebates, and shipments while maintaining adherence to protocols and deadlines
  • Product Knowledge & Training: Maintained comprehensive knowledge of products and services, supporting teams with training, product updates, and coordinating sales efforts, contributing to successful launches and regional events
  • Operational Efficiency & Compliance: Managed high-volume workloads, maintained accurate records, ensured compliance with regulations, and facilitated operational processes such as ACH processing, vault balancing, and troubleshooting discrepancies

Timeline

Sales Support Specialist

CooperVision
09.2022 - Current

Sr. Customer Service Specialist

CooperVision
04.2018 - 09.2022

Call Center / Operations Representative

Family First Federal Credit Union
03.2017 - 04.2018

Cross Functional Representative / Financial Service Representative

Family First Federal Credit Union
05.2016 - 03.2017

Senior Member Service Representative

Fairport Federal Credit Union
01.2014 - 05.2016

Member Service Representative

Fairport Federal Credit Union
02.2011 - 01.2014

Fairport High School

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