JILL CAPANO
Customer Service Representative
GREENSBORO,NC
Summary
Customer Service Professional with more than 15 years experience providing top-notch customer service in both wholesale supply chain and retail settings. Dedicated and driven toward customer satisfaction generating repeat business. Adept in effectively resolving multifaceted problems. Organized and manages time well consistently meeting and exceeding performance targets.
Overview
15
15
years of professional experience
Work History
INSTALLATION COORDINATOR
CSF International
5 2022 - Current
- Coordinate national refrigeration installations, enhancing efficiency, and satisfaction.
- Collaborated with technicians to ensure proper allocation of resources for each job, resulting in increased productivity.
- Established proactive follow-up procedures with clients after installations were completed; this led to an increase in positive feedback and customer retention.
- Managed multiple projects simultaneously, ensuring timely completion of all installations.
- Improved customer satisfaction by efficiently scheduling and coordinating installation services.
- Resolved client issues promptly by identifying root causes and implementing effective solutions.
- Developed strong relationships with clients by providing excellent communication throughout the installation process.
- Streamlined processes for service coordination, reducing delays and increasing overall efficiency.
- Maintained detailed documentation of every project''s scope of work, ensuring seamless handoffs between departments.
CUSTOMER SERVICE REPRESENTATIVE
Southeastern Paper Group Distribution
09.2021 - 05.2022
- Processed product orders by answering inbound calls, emails, and e-commerce sites.
- Monitored inventory levels and entered orders through use of SAP system.
- Collaborated with sales executives, production planning, accounts receivables, pick/pack, and
logistics teams to ensure timely and accurate deliveries to customers. - Increased revenue by upselling based on customer purchase history and current needs.
- Provided timely and accurate responses to customer inquiries regarding products, services, and
policies. - Used patience and compassion when discussing frustrations with supply chain delays.
- Resolved customer inquiries, complaints, and issues providing insightful solutions.
- Mentored new employees on procedures and policies to maximize team performance.
CUSTOMER SERVICE PROFESSIONAL CHEMICAL MANUFACTURING DISTRIBUTION
Brenntag Mid-South, Inc.
Greensboro, NC
10.2017 - 01.2021
- Coordinate national refrigeration installations, enhancing efficiency and satisfaction
- Improve staff-management communication, swiftly addressing team needs
- Implement process improvements, boosting productivity and reducing waste
- Surpass productivity goals, driving team success
- Collaborate with sales for seamless project execution and high satisfaction
- Streamline project timelines through data-driven scheduling, enhancing delivery precision and client satisfaction
- Resolved customer inquiries, boosting satisfaction and retention
- Collaborated with logistics, improving delivery timelines
- Enhanced sales through targeted upselling strategies
- Trained new team members, fostering a cohesive unit
- Managed SAP orders, optimizing inventory and pricing
- Partnered with sales and marketing teams to develop customer-centric strategies, fostering a unified approach to service excellence
- Achieved measurable sales growth by implementing targeted customer outreach initiatives, aligning with company objectives
- Facilitated cross-departmental communication, enhancing operational efficiency and fostering teamwork
- Analyzed customer data to identify trends, informing strategic decisions and boosting client engagement
- Managed 350 accounts, boosting satisfaction via effective communication and timely deliveries
- Trained staff on protocols, enhancing service quality and customer retention
- Coordinated logistics, optimizing routes for efficient product distribution
- Awarded for surpassing goals and consistently achieving upsell targets
- Implemented feedback systems, improving service quality and client satisfaction
- Achieved significant growth in client engagement by implementing targeted service improvements and proactive communication
- Worked closely with sales and technical teams to tailor solutions for client needs, fostering strong, long-term partnerships
- Enhanced client onboarding processes, leading to faster integration and increased customer loyalty in chemical distribution
- Partnered with cross-functional teams to streamline supply chain operations, reducing delivery times and operational costs
- Analyzed customer data to identify service gaps, implementing strategic improvements that boosted client satisfaction ratings
- Developed new client communication strategies, resulting in a more personalized service experience and strengthened client relationships.
RECEPTIONIST AND ADMINISTRATIVE ASSISTANT
Morningview At Irving Park/ Five Star Senior Living
07.2016 - 10.2017
- Facilitated tenant acquisition, enhancing occupancy through strategic sales initiatives
- Managed visitor inquiries, ensuring seamless communication and service delivery
- Independently resolved legal issues, demonstrating strong decision-making skills
- Supervised clerical staff, maintaining accurate employee records for efficiency
- Prepared financial documents and reports, ensuring compliance with regulations
- Facilitated team collaboration through organized meetings and clear communication, strengthening team cohesion.
Education
ASSOCIATE OF ARTS - BUSINESS ADMINISTRATION -
Apollo Education Group, Inc./University of Phoenix
LIBERAL ARTS - undefined
University of North Carolina at Charlotte
LIBERAL ARTS - undefined
UNCG - The University of North Carolina at Greensboro
Skills
ERP/SAP systems
CRM integrated software
MS Office Suite
EDI
Product Knowledge
Truck load planning
Relationship building
Data entry
Problem resolution
Upselling
Cross-selling
Order/shipment tracking
Employmenthistorydetails
RECEPTIONIST AND ADMINISTRATIVE ASSISTANT, 07/01/16, 10/01/17, Morningview At Irving Park/ Five Star Senior Living, Greensboro, NC
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Southeastern Paper Group Distribution
09.2021 - 05.2022
CUSTOMER SERVICE PROFESSIONAL CHEMICAL MANUFACTURING DISTRIBUTION
Brenntag Mid-South, Inc.
10.2017 - 01.2021
RECEPTIONIST AND ADMINISTRATIVE ASSISTANT
Morningview At Irving Park/ Five Star Senior Living
07.2016 - 10.2017
ASSOCIATE OF ARTS - BUSINESS ADMINISTRATION -
Apollo Education Group, Inc./University of Phoenix
LIBERAL ARTS - undefined
University of North Carolina at Charlotte
LIBERAL ARTS - undefined
UNCG - The University of North Carolina at Greensboro
INSTALLATION COORDINATOR
CSF International
5 2022 - Current