Janice Duranleau
Customer Service
Auburn,WA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Aerospace industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Skills Inc.
Auburn, WA
04.2011 - 07.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Provided customers with detailed information on company products, services and materials.
- Identified customer issues with products or services, investigated causes, and initiated resolutions.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Handled day-to-day customer contact via phones, emails, and in person.
QA Lead
ThyssenKrupp Materials NA (TMX)
Auburn, WA
08.2007 - 09.2010
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Inspected inbound and outbound products for compliance with established industry standards, company policies and procedures.
- Provided observations, took measurements and performed tests at various stages according to quality control plan.
- Rejected defective products and approved correct products.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Sorted product and provided expertise on non-conforming product requirements.
- Knowledge of the 5S / six sigma philosophy.
Education
High School Diploma -
Auburn Riverside High School
Auburn, WA 1993.09 - 1997.06
Skills
Complaint resolution
undefinedTimeline
Customer Service Representative
Skills Inc.
04.2011 - 07.2021
QA Lead
ThyssenKrupp Materials NA (TMX)
08.2007 - 09.2010
High School Diploma -
Auburn Riverside High School
1993.09 - 1997.06
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