Janet Shope
200 Shope Road SE Cleveland,TN
Summary
Motivated Team Leader with excellent leadership abilities, strong communication and problem-solving skills. Seeking to utilize my skillset in a customer service environment.
Overview
33
33
years of professional experience
Work History
Customer Service Supervisor
Solenis
Charleston , TN
01.2017 - Current
- Responsible for overall delivery of prompt, accurate processing of customer orders from order to cash.
- Supervise and lead customer service staff to ensure excellent customer service delivery.
- Provide guidance and support to junior customer service representatives, including coaching and mentoring.
- Identify areas of improvement in the customer service process and develop strategies to address them.
- Approve credits and debits
- Timesheet approval
- Assure that month end close is completed on time. On time invoicing and assuring orders are moving and not blocked in the system.
- Weekly reporting to upper management on issues, concerns or roadblocks.
- Back-up for my manager while on vac/sick.
- Conduct regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Walmart Team Lead
Arch and Lonza
Charleston, TN
04.2003 - 12.2016
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Delivered regular sales reports to the team.
- Led a team of four direct reports.
Customer Service Representative Specialist
Arch Chemicals
Charleston, TN
01.1999 - 04.2003
- Provided timely responses to questions from customers via various communication channels.
- Handled order entry, monitored inventory, tracked shipments and assured orders were invoiced timely.
- Resolved customer complaints efficiently and effectively.
- Functional knowledge of SAP, EDI, SFDC.
- Managed several customer accounts during this time period.
- Handled customers PO's from order to invoice.
Consumer Engagement Senior Representative
Olin
Charleston, TN
01.1994 - 12.1998
- Supervised a team of Customer Representatives to ensure high-quality customer service delivery.
- Completed training as a Certified Pool Operator.
- Supported team promptly with any inquiries.
- Conducted customer feedback surveys.
- Provided coverage for Olin's Emergency Action Network. Provided emergency information to consumers from MSDS.
Consumer Engagement Representative
Olin
Cleveland, TN
04.1992 - 12.1993
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, provided dosages for Olin products for swimming pools and provided technical support for operation of swimming pool. Diagnosed swimming pool issues and provided solutions.
Education
Associate of Applied Science - Business
Cleveland State Community College
Cleveland, TN05-1995
High School Diploma -
Polk County High School
Benton, TN05-1992
Skills
- Functional knowledge in SAP, EDI, Salesforce
- Microsoft Outlook, Word, PowerPoint, and Excel
- Order-to-cash experience and supervision
- SAP reporting
- Complaint resolution
- Team Leadership
- Problem-solving abilities
Timeline
Customer Service Supervisor
Solenis
01.2017 - Current
Walmart Team Lead
Arch and Lonza
04.2003 - 12.2016
Customer Service Representative Specialist
Arch Chemicals
01.1999 - 04.2003
Consumer Engagement Senior Representative
Olin
01.1994 - 12.1998
Consumer Engagement Representative
Olin
04.1992 - 12.1993
Associate of Applied Science - Business
Cleveland State Community College
High School Diploma -
Polk County High School
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