Heather Love
Oak Ridge,TN
Summary
Dedicated and diligent Customer Service Representative with 15+ years of experience in orchestrating full-cycle account activities, executing non-standard order entry, and expediting complex shipping logistics. Proven expertise in authoring standardized service policies and realizing 15% increases in satisfaction ratings to secure sustainable competitive advantages. Adept at managing cross-functional support guidance, resolving high-priority billing disputes, and attaining 20% improvements in customer retention within fast-paced industrial environments.
Overview
12
12
years of professional experience
Work History
Customer Service Representative Administrator
Schneider Electric
Maryville
05.2024 - Current
- Direct day-to-day account management and order fulfillment for a diverse client portfolio by optimizing order entry workflows and proactively resolving client issues, driving a 15% increase in customer satisfaction ratings.
- Manage daily account activities, booking customer orders, non-standard order entry, status checks, expediting orders, and resolution of related problems.
- Provide excellent customer service by addressing inquiries, resolving complaints, and assisting with product or service-related issues, resulting in a 15% increase in customer satisfaction ratings.
- Demonstrate strong communication and problem-solving skills, effectively navigating complex situations and ensuring timely resolutions of concerns, leading to a 20% improvement in customer retention.
Senior Customer Service Representative
Arconic
Alcoa
09.2021 - 05.2024
- Provide friendly and efficient customer service to an average of 50 customers per day, resulting in a 95% customer satisfaction rating.
- Handle a wide range of customer inquiries, complaints, and requests with a focus on swift problem resolution.
- Participated in regular training sessions to enhance product knowledge and stay up-to-date on company procedures.
- Demonstrated ability to anticipate customer needs and provide prompt, effective solutions.
- Developed and implemented customer service policies and procedures to optimize customer satisfaction.
Sales Administrator
Power Systems
Knoxville
10.2013 - 09.2021
- Exercised advanced customer service practices to diffuse high-tension conflicts, protecting brand reputation and maintaining high customer retention rates.
- Ensured timely fulfillment and reduced order discrepancies by processing 1,000+ purchase orders annually.
- Processed swiftly and accurately 1000+ purchase orders and finalized quotes for customers.
- Exercised best practices in customer service to diffuse customer issues.
Education
Associate of Science -
Pellissippi State Community College
Knoxville, TNSkills
- Account Management, Verbal and written communication, Detail Oriented, Critical thinking, Sales order entry, Organizational Skills, Salesforce, Microsoft Word, Excel
Timeline
Customer Service Representative Administrator
Schneider Electric
05.2024 - Current
Senior Customer Service Representative
Arconic
09.2021 - 05.2024
Sales Administrator
Power Systems
10.2013 - 09.2021
Associate of Science -
Pellissippi State Community College