Gina Mao
Woodbury,MN
Summary
Motivated individual with experience in customer service, techinical support and claim resolution. Pursuing an opportunity to enhance current skills as well as develop new ones. Results oriented with strong communication skills and 20+ years of consistent professional experience.
Overview
23
23
years of professional experience
Work History
Product Lead for Home & Health Care Divisions
3M Company
01.2016 - 07.2023
- Answered technical inquiries and provided resolution for customer complaints via phone, chat, SMS text, email and postal mail.
- Accurately documented all customer contacts in Salesforce.
- Collaborated with application engineers and legal team to discuss, document and determine next steps for claim resolution.
- Operated as the customer facing agent to negotiate and resolve claims, as well as handle any escalated complaints or technical inquiries.
- Replied to social media complaints and inquiries, that were posted publicly on our website and retailer websites.
- Developed and executed product training for new employees as well as ongoing new product training.
- Cross-trained with the ability to provide back up support for the Construction & Home Improvement Markets Division.
- Created process improvements with a customer and team focused mindset.
- Consistently met or excelled in all customer service satisfaction surveys and yearly reviews.
- Extremely detail oriented with a main goal of protecting 3M while providing the ultimate customer experience.
After Hours Technical Support Team
3M Company
11.2012 - 12.2015
- Provided overnight and weekend technical support as a solo employee via phone and email, for multiple 3M businesses including Food Service Trades, Toxicology, Library Systems and others.
- Highly motivated with the ability to function with little to no direction.
- Triaged and responded to emails for all 3M divisions, including international requests.
- Generated responses to social media complaints via Twitter.
- Streamlined processes for the After-hours team to ensure accuracy and client satisfaction.
- Fostered a positive work environment through open communication with team members and division sales reps.
Filtrete(TM) & Scotch-Blue(TM) Product Line Lead
3M Company
11.2006 - 10.2012
- Provided resolution for a variety of customer contacts for the Construction Home Improvement Markets Division products, via phone and email.
- Operated as the line lead, escalated complaints and technical inquiries.
- Enhanced custom filter order program by streamlining processes and working directly with the manufacturing plant.
- Corrected erroneous custom filter orders and resubmitted into COMS.
- Worked with application engineers and legal department to negotiate and provide resolution for high dollar claims.
- Conducted training for all new agents.
- Ensured accuracy by completing audits of new agents cases.
- Collaborated with team members to establish objectives, to be sure customer interactions were handled concisely.
- Fostered customer loyalty by resolving technical inquiries with a high level of product expertise, in a thorough and timely manner.
3M Post Sales Support
RCM/Adecco
10.2001 - 11.2006
- Provided phone support and data entry for 3M as a contract worker.
Flight Attendant
Chautauqua Arilines
10.2000 - 04.2001
- Responsible for passenger safety, beverage service and handling emergencies calmly and competently.
Education
High School Diploma -
Prairie Farm High School
Prairie Farm, WI06.1999
Skills
- Communication
- Active Listening
- Product Knowledge
- Problem Solving
- Salesforce
- Microsoft Excel
Accomplishments
- 3M Pyramid of Excellence Nominee.
- Multiple 3M internal division awards.
- 3M volunteer work for United Way.
Timeline
Product Lead for Home & Health Care Divisions
3M Company
01.2016 - 07.2023
After Hours Technical Support Team
3M Company
11.2012 - 12.2015
Filtrete(TM) & Scotch-Blue(TM) Product Line Lead
3M Company
11.2006 - 10.2012
3M Post Sales Support
RCM/Adecco
10.2001 - 11.2006
Flight Attendant
Chautauqua Arilines
10.2000 - 04.2001
High School Diploma -
Prairie Farm High School
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