Heather White-Wyatt
Santa Clarita,CA
Summary
Dynamic Customer Service Manager with a proven track record at Knowles Precision Devices, excelling in customer relationship management and team leadership. Expert in problem-solving and quality assurance, I foster collaboration across departments to enhance service standards and drive continuous improvement, ensuring customer satisfaction and retention.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
Knowles Precision Devices (Novacap, LLC)
03.2000 - 09.2024
- Handled daily requirements of top ranked domestic and global customers. Developed strong relationships with these and other customers. Actively listened to concerns to ensure their needs were consistently and promptly met.
- Collaborated with outside sales team members to support requests from new and existing customers to create new business opportunities.
- Created pricing based on internal costs and historical data to support local and global CS representatives.
- Established production and shipping lead time requirements based product line and customer specific requirements.
- Supported customers with formal quotes, inventory availability, entering orders, updates and/or changes to existing orders and shipping information.
- Managed customer needs using internal resources and establishing departmental support to identify, resolve and establish procedures for best possible solutions.
- Worked with Production to assure customer supply chain requirements were clearly defined and supported to our companies best abilities.
- Collaborated with upper management and company-wide department heads to improve workflow requirements, support processes and frequent customer issues.
- Kept accurate records of customer requests, concerns and resolution actions, implementing quality control measures and standards of service to meet and exceed the customer's requirements.
- Assisted the quality team with internal, certification and customer on-site audits.
- Coordinated with the shipping department to ensure customer requirements for shipping methods and accounts, drop-ship updates and consolidation schedules were met.
- Recruited, interviewed and hired CS staff. Assisted other departments in the interviewing and selection processes.
- Managed a team of local customer service representatives and assisted with global offices in the training and daily support of CS staff. Working to foster a positive work environment focused on teamwork, collaboration and professionalism.
- Regularly evaluated employee performance and conveyed constructive feedback to improve skills. Tailoring training methods specific to representative's manner of learning. Establishing goals and milestones to reach continuous improvement and high service standards.
- Developed scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- ****
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Representative/ Admin Assitant
Traveling Times, Inc.
06.1997 - 03.2000
- Assisted the President by designing and preparing all sales portfolio materials for sales trips, mass mailings and client renewals.
- Prepared President's correspondence, interoffice memos, semi-annual conference and trade show agendas and customer massing mailings.
- Maintained master calendar and scheduled customer meetings, flights and trade shows.
- Developed and maintained multiple databases for sales and marketing, promotional supplier contacts, potential, existing and canceled customers.
- Assisted in training support staff with business development, proofing and shipping quarterly publications.
Education
Associate of Science - Business Management
College of The Canyons
Valencia, California, CA06-2010
Skills
- Microsoft outlook, word, Excel and Powerpoint
- Oracle
- Salesforce
- Customer relationship management (CRM)
- Managing customer accounts and communication
- Problem-solving and conflict resolution, internally and externally
- Adherence to high customer service standards
- Team building and leadership
- Positive and constructive feedback
- Managing remote employees
- Effective workflow management
- Excellent time management, attention to detail, deadlines and decision-making
- Quality assurance, audits and customer visits
- Handling escalations
- New and existing employee training and mentoring
- Product knowledge
- Purchase order management
- Customer retention
- Inter-department collaboration, cross-functional communication
- Technical support
- Continuous improvement
- Supply chain management
Timeline
Customer Service Manager
Knowles Precision Devices (Novacap, LLC)
03.2000 - 09.2024
Customer Service Representative/ Admin Assitant
Traveling Times, Inc.
06.1997 - 03.2000
Associate of Science - Business Management
College of The Canyons