Gianna Fanelli
Schaumburg,IL
Summary
Customer Service Administrator offering effective communication and well-developed troubleshooting skills honed across a two year career history. Manages customers with precision and poise and defuses high-pressure situations with grace and diplomacy. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Methodical and detail-oriented team player with expertise in team leadership.
Overview
7
7
years of professional experience
Work History
Service Administrator
HEIDENHAIN CORPORATION
03.2022 - Current
- Documented all customer interactions in the CRM
- Processed service orders in the iScala ERP system and Citrix.
- Managing incoming and outgoing customer service orders for parts, exchanges, repairs, and field service
- Maintaining service inventory including service parts, exchange parts, customer equipment in for repair, exchange, or return, and equipment exchanges between customers, service, sales, and the factory
- Communicate directly with customers (including OEM, OEI, Dealers, Distributors, and end users), sales, and other HC departments regarding customer service request status, complaints, and general service process inquiries, via telephone, email, and fax or in person
- Customer Service Interaction with Sales, Production, Tech Support, Shipping and Receiving
- Shipping to International Companies including Germany
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Collaborated with customer service department to discuss new ways to alleviate service issues
- Coordinated product shipments with correct freight company.
- Researched issues with shipments, product damage, and incorrect product amounts.
- Collaborated closely with technicians to ensure proper scheduling and allocation of resources for optimal results.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Provided exceptional support to clients, maintaining professionalism and empathy during all interactions.
- Coordinated with multiple departments to ensure timely delivery of services, improving overall effectiveness.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Tasked with data entry, records oversight and issue resolution for team of [Number] customer service personnel.
- Immediately brought critical issues to customer service manager for resolution.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Trained new employees on company procedures and software systems, contributing to their rapid integration into the team.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Lead regular team meetings for better communication, fostering a positive work environment conducive to productivity.
- Implemented quality control measures resulting in a significant reduction in errors within the department.
- Reconciled the monthly open PO report for the service department. Reduced the number of open PO's from forty to ten or 75% decrease.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
Arena Staff Member
TLC CENTERS FOR THERAPY/DREAM RIDERS
01.2021 - 03.2022
- Provide support and outstanding customer service for all participants in activities at the facility
- Assist with training of new staff and volunteers as directed, providing support and feedback as needed
- Attend all staff meetings, training and fundraising events as required
- Assist with all programs associated with the organization as directed
- Performed other duties as assigned including therapy tech notes through excel
Mail Clerk
CARTHAGE COLLEGE STUDENT MAILROOM
09.2018 - 05.2020
- Obtained signatures from recipients to release registered and special delivery parcels
- Sorted through all student and faculty mail and placed letters and small parcels into assigned mailboxes that are in alphabetical order
- Provided customer service to students via computer who were unable to access the locker system and helped them reset their pin
Pro-Shop Associate
ROYAL MELBOURNE COUNTRY CLUB
05.2019 - 08.2019
- Scheduled tee times for members at the club and neighboring clubs
- Created retail displays to sell merchandise to members and their guests
- Tended to charging members for cart fees and any purchases into their club account through POS
- Entered all pertinent customer information accurately and efficiently
Outside Golf Operations
MEDINAH COUNTRY CLUB
05.2017 - 08.2017
- Prepared materials and equipment for member outings and events
- Performed quality customer service when talking with members and had an enthusiastic and upbeat approach when assisting to guarantee overall customer satisfaction
Education
Bachelor of Arts - Sociology
CARTHAGE COLLEGE
Kenosha, WI05.2020
Skills
- Time Management
- Proficient in Excel, Word, Powerpoint
- Complaint Handling
- Payment Processing
- Process Development
- Document Review
- Call center experience
- Interdepartmental communication
- Service Coordination
- Goal Setting
- Business Needs Identification
- Issue Resolution
- Relationship Building
- Work Planning and Prioritization
- Workflow Planning
- Process Improvement
- Training and Orientation
Accomplishments
- managed the admin department solely when the number of admins went from three to one.
- consistently documented and resolved service issues which led to an 80% decrease in older emails/issues
- Supervised/trained a new service admin on a daily basis.
- initiated a plan to process the incoming shipment cart with product from international vendors. And reduced the processing time by 50%.
- created a service SOP for...
- lead daily meetings with service manager
- reinforced/improved on
Activities
- NCAA Division III Women’s Golf Team, CARTHAGE COLLEGE, Kenosha, WI, 08/2016, 05/2020, Committed approximately 30 hours per week with training, classes, work, while maintaining a full course load Developed strong concentration, perseverance to improve personal golf game Maintained strong work ethic, teamwork and communication skills
- Public Relations President, CARTHAGE EQUESTRIAN CLUB, Kenosha, WI, 01/2019, 05/2020, Created an Instagram account for the club and posted on their behalf. Maintained Instagram page throughout the week regarding upcoming events in the club. Weekly meetings with E-board to discuss events that were being planned for the club.
Timeline
Service Administrator
HEIDENHAIN CORPORATION
03.2022 - Current
Arena Staff Member
TLC CENTERS FOR THERAPY/DREAM RIDERS
01.2021 - 03.2022
Pro-Shop Associate
ROYAL MELBOURNE COUNTRY CLUB
05.2019 - 08.2019
Mail Clerk
CARTHAGE COLLEGE STUDENT MAILROOM
09.2018 - 05.2020
Outside Golf Operations
MEDINAH COUNTRY CLUB
05.2017 - 08.2017
Bachelor of Arts - Sociology
CARTHAGE COLLEGE
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