Hollie Wilson
Frankfort
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Customer service professional with strong background in team management and client relations. Known for seamless collaboration and achieving high-performance outcomes. Consistently adapts to evolving business needs while ensuring top-tier customer support. Proficient in conflict resolution and communication.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Berkshire Tool Supply Group
04.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
- Conducted research to address shipping errors and packaging mistakes.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Conducted cycle counts of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
- Managed relationships with external partners such as suppliers, ensuring timely deliveries while minimizing disruptions in supply chain operations.
Metalworking Specialist
Fastenal
07.2021 - 03.2023
- Developed specialized solutions to meet diverse client needs.
- Implemented best practices for ensuring high quality standards.
- Provided technical support to enhance system performance.
- Improved process efficiency by identifying and addressing bottlenecks.
- Resolved complex issues to maintain customer satisfaction.
- Analyzed sales data to identify trends and adjust marketing strategies accordingly.
- Responsible for cost-saving goals - exceeding expectations by streamlining the process for part manufacturing.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Negotiated with suppliers to reduce material costs, improving profit margins.
Customer Service Representative
DCT Industrial Supply
12.2006 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained friendly and professional customer interactions.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Optimized system performance by monitoring, analyzing, and tuning integration components as needed.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
Warren Central High School
Indianapolis, INSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Training and mentoring
- Excellent time management skills
- Customer relationship management (CRM)
- Customer relationship management software (CRM)
- One call resolution
- Active listening
- Critical thinking
- Problem resolution
Accomplishments
- Successfully recruited and trained new customer service representatives.
- Achieved cost savings $245,000 in one process by introducing a product to improve one operation.
- Multiple high customer reviews
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Work from home optionHealthcare benefitsWork-life balancePersonal development programsCompany CultureTimeline
Customer Service Manager
Berkshire Tool Supply Group
04.2023 - Current
Metalworking Specialist
Fastenal
07.2021 - 03.2023
Customer Service Representative
DCT Industrial Supply
12.2006 - 07.2021
High School Diploma -
Warren Central High School
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