Hillary Yates
Sandersville,US
Summary
Proactive, friendly and dedicated to meeting and exceeding expectations at every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Imerys Ceramics
02.2018 - Current
- Gather customer information, access and fulfill customer needs
- Communicate daily with credit department for order releases
- Follow up and make scheduled call backs to customers where necessary
- Assist management with determining and implementing efficient workflow methods
- Provide customers with company, product and service information
- Demonstrate sound judgment of escalating urgent calls
- Interact with external and internal customers in professional, friendly and courteous manner
- Provide schedules to customers and carriers
- Demonstrate proficiency in using all Microsoft Office applications
- Promote teamwork by supporting team members and sharing knowledge
- Manage customer orders from time of receipt to delivery
- Demonstrate ownership and accountability of projects and activities
- Deliver invoices to customers via digital and traditional mail services
- Take accountability and resolve customer issues and follows-up when appropriate.
- Reduced response time for customer inquiries by streamlining communication processes.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Ensured timely follow-up on pending cases, reducing number of unresolved issues significantly over time.
- Tracked customer interactions using CRM software, helping team identify trends and areas of improvement in service delivery.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded proactively and positively to rapid change.
Clerk
BH Transfer
09.2014 - 02.2018
- Responsible for coordination and execution of order management across multiple accounts
- Communicate daily with internal stakeholders and departments to fully understand requirements and constraints or customers
- Handle activities like: customer account relations & communication, customer on-boarding, Order management from order entry to fulfillment, optimizing ERP & CRM processes, administrative processes, scheduling, handling multiple modes of transportation, supply documentation etc
- Register and monitor debit and credit notes
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Increased efficiency by streamlining filing systems and organizing important documents.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Facilitated communication between departments through prompt forwarding of messages and coordination of inter-departmental meetings.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to correct recipients in timely manner.
- Input data into spreadsheets and databases.
Education
Bachelor of Arts - Communications studies/ Rhetoric
Georgia College and State University
Milledgeville, Georgia05.2014
Skills
- Stress management
- Highly organized
- Strong Communication Skills
- Microsoft office
- Complaint resolution
- Customer Retention
- Account Management
- Customer Order Management
- Customer Relations
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Data Entry
- Data Collection
- Account updating
Additional Information
Responsible for the coordination and execution of order management across multiple accounts.
Communicate daily with internal stakeholders and departments to fully understand requirements and constraints or customers.
Handle activities like: customer account relations & communication, customer on-boarding, Order management from order entry to fulfillment, optimizing ERP & CRM processes, administrative processes, scheduling, handling multiple modes of transportation, supply documentation etc.
Register and monitor debit and credit notes.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Timeline
Customer Service Specialist
Imerys Ceramics
02.2018 - Current
Clerk
BH Transfer
09.2014 - 02.2018
Bachelor of Arts - Communications studies/ Rhetoric
Georgia College and State University
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