Jacqueline Robinson
Chicago,IL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Zoro Tools
Buffalo Grove, IL
03.2018 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
Open Order Resolution Specialist
Grainger
Janesville, WI
01.2016 - 03.2018
- Providing superior customer service and operational excellence
- Assist internal customers with Sales Order and/or Purchase Order related questions
- Support and resolve open stock, third party, sourcing and rejected orders to understand root cause and determine appropriate action which might include locating available stock, creating an STO, and/or communicating information to customer
- Provide useful information to allow multiple cross functional teams impacted by open order issues
- Maintain adherence to schedules, follow all SOP, and quality standards as it pertains associated reports
- Rejections resolved on a daily basis with a 94% completion rate to ensure the customers’ orders are fulfilled by the customer expected delivery date
- Generate revenue by resolving credit card and billing block errors on an average of 375 order lines, equivalent to $200k daily.
Field Support Expeditor
Grainger
Lake Forest, IL
07.2013 - 01.2016
- Maintained Adherence, Quality and Accessibility scores above average every month from March to present time
- Assist branches, call centers, DC’s and branch-based personnel with order status and cutting PO’s for customers and being the liaison contact between internal employees, vendors and shipping companies
- Provide solutions to logistical inquiries and communicated recommended order changes (i.e.; dates, quantities, locations, etc.), and managed supplier responses
- Provided feedback and guidance as needed to ensure supplier conformance to Grainger performance guidelines and reported significant performance issues to Purchasing and/or Product Management
- Aide Sourcing with their TPCS forms- process returns to the supplier and credits for the customers’ accounts
- Work on the Super Solution’s team to find new and more effective ways for Grainger employees to do their jobs on a daily bases
- Had a part in implementing the way we find Product Mangers and Spa’s to get a faster resolution on pricing, descriptions and qty
- Disputes
Pre-K Teacher
Alice’s Discovery Center
North Chicago, IL
09.2011 - 05.2013
- Taught preschoolers how to read and do basic math problems and count money as well and oversaw the School age Summer Educational Program
- Provided activities and support for the after school program for school age students
- Provided a safe, happy and educational classroom environment
Transportation Coordinator
Cardinal Health/ Adecco
Waukegan, IL
04.2010 - 04.2011
- Responsible for the movement of materials and products between suppliers, manufacturing and warehouses
- Checked rate terms and policies of vendors
- Maintained the monthly truck loads Reports and identified opportunities to improve efficiency for the backhauls and cross dock locations
- Monitored daily routes and delivery schedules, tracking dispatches in real-time.
- Identified and troubleshot logistical issues and delays, communicating issues to managers and customers.
- Coordinated driver loads and managed dispatch tasks.
- Created daily and weekly delivery window reports utilizing transport data.
- Reviewed invoice discrepancies to determine items warranting sign-off.
- Verified and documented breakage and unsalable products, identifying overall trends.
- Planned potential asset capacity based on package volume data.
Education
Associates Degree - General Studies
Kennedy-King College
Skills
- Appointment Scheduling
- Spreadsheets
- Receiving Support
- Delivery Scheduling
- Data Collection
- Conflict Resolution
- High-Energy Attitude
- Inbound and Outbound Calling
- Computer Proficiency
- Data Entry
- CRM Software
- 10-Key
- Clerical Support
- Typing 55 WPM
- Documentation
- Paperwork Processing
- Office Equipment
- Filing
- Positive and Professional
- Critical Thinking
- Shipping and Receiving Understanding
- Order Fulfillment
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed..
- Created highly effective new program that significantly impacted efficiency and improved operations.
Timeline
Customer Service Representative
Zoro Tools
03.2018 - Current
Open Order Resolution Specialist
Grainger
01.2016 - 03.2018
Field Support Expeditor
Grainger
07.2013 - 01.2016
Pre-K Teacher
Alice’s Discovery Center
09.2011 - 05.2013
Transportation Coordinator
Cardinal Health/ Adecco
04.2010 - 04.2011
Associates Degree - General Studies
Kennedy-King College
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