JOCELYN LEWIS

Duties and Selected Accomplishments:

• Serve as 65 customer's primary Point of Contact (POC) for any and all needs Establish trust with customers, facilitate post-implementation client adoption, and ensure overall satisfaction with LeaseQuery
• Encourage customers to utilize appropriate resources such as Knowledgebase, training, and webinars to improve their adoption of the LeaseQuery platform and satisfaction
• Provide new user training to customer teams on LeaseQuery platform Represent the voice of the customer to inform product roadmaps
• Leverage cross-functional business and technical teams to provide timely issue resolution
• Conduct regular proactive calls and account review meetings; maintain accurate records of discussion and action items
• Collaborate closely with team members to support renewals and expansion opportunities
• Monitored customer progress and addressed customer inquiries with timely and accurate updates.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Created customer support strategies to increase customer retention.
• Assisted customers with onboarding and product set up to foster successful adoption and usage.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Utilized customer feedback to inform changes and improvements to customer success plans.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
• Played an instrumental role in client satisfaction by working with operational teams for the proper resolution of service issues.
• Conducted periodic user training sessions to support customer understanding and product feature utilization.
• Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
• Collaborated with sales and product teams to address customer success objectives.

Duties and Selected Accomplishments:

• Proactively manage 250 customer accounts - responsibilities include understanding order fulfillment buy/sell plan, ensuring execution and overseeing scheduling while coordinating with cross-functional teams, resolving and implementing solutions to service challenges, eliminating waste, and optimizing freight expenditure all while remaining committed to expected service levels for internal and external customers
• Resolve supply chain issues related to fulfilling customer orders throughout the supply chain. This would include working with both internal and external contacts/suppliers depending on the mode of transportation
• Develop key relationships across both internal and external customer business functions including sales and trading, operations, accounting, planning, finance, manufacturing, and transportation
• Seek the best knowledge, collaborate, develop, and implement service and cost solutions to drive change, often through influence and without direct authority
• Support the Domestic Recycling Sales team in the development and analysis of customer-specific programs and issues
• Provide strategic and analytical support to the Domestic Recycling team when new sales channels are being evaluated
• Work with IT and order management teams to build improvements in order management process and systems
• Ensure that all work and analysis are performed with a high level of quality, thoroughness, and accuracy
• Work with a high degree of detail and accuracy and utilize excellent organizational skills to respond quickly to customer needs (internal and external) and follow up on longer-term issues
• Take proactive initiative, interpret and analyze data while managing customer service needs
• Travel to visit customers, offsite warehouses, and GP production facilities to broaden the knowledge base and build relationships will be expected
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Resolved problems with high-profile customers to maintain relationships and increase the return customer base.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Built relationships with customers and the community to establish long-term business growth.
• Managed accounts to retain existing relationships and grow share of the business.
• Collaborated with the Finance department on invoicing accuracy for applicable products, services, software, and logistics.

Duties and Selected Accomplishments:

• Promote and manage effective ADP relationships as trusted advisor to diversified book clients Handling client escalations, building and maintaining internal and external relationships, and managing day-to-day needs of clients.
• Act as key client advocate within broader ADP, by partnering with internal resources to ensure prompt and comprehensive issue resolution Accomplishes payroll objectives by orienting, training, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, appraising job contributions; adhering to policies and procedures
• Maintained up-to-date knowledge of product and service changes.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Investigated and resolved accounting, service and delivery concerns.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Interacted with team members across departments to research and resolve customer issues.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
• Responded proactively and positively to rapid change.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Promptly responded to inquiries and requests from prospective customers.
• Responded to all client inquiries and asked appropriate questions to facilitate resolution.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.

Duties and Selected Accomplishments:

• Receive purchase orders from customers and enter them into the ERP system
• Assist with troubleshooting from start to resolution
• Negotiate commitment dates with customers for sales orders
• Work closely with the Materials Management Dept
• And ERP system to communicate product availability dates
• Successfully handled miscellaneous customer inquiries/requests.
• Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
• Monitored front areas so that questions could be promptly addressed.
• Asked appropriate open-ended questions to discover customers' needs and requirements.
• Kept high average of performance evaluations
• Tier 1 and Tier 2 Support for Salesforce.com inquiries from users
• Project Management for support cases and Administrator
• Team Projects
• Consult with business units about requests for improved processes and Salesforce enhancements
• User Acceptance testing of all new and enhancements prior to deployment
• Document processes for Salesforce.com users and Administrators
• Perform Salesforce Administrative functions: Onboarding Users
• Maintained personnel records and updated internal databases to support document management.
• Generated reports to suggest corrective actions and process improvements.
• Diagnosed and resolved hardware and software issues.
• Entered and maintained departmental records in the company database.
• Installed and configured network printers and other peripheral devices.
• Computerized office activities, maintained customer communications, and tracked records through delivery.
• Planned and implemented upgrades to system hardware and software.
• Researched and recommended new technologies and strategies for improving system performance.
• Resolved issues and escalated problems with knowledgeable support and quality service.

Duties and Selected Accomplishments:

• National Account Management
• Order entry of chemical, industrial, and paper products
• Assist with troubleshooting from start to resolution
• Negotiate commitment dates with customers for sales orders
• Work with Marketing, Sales, Transportation, and Supply Chain to ensure order fulfillment
• Follow up and handle customer returns
• Follow processes and procedures to ensure customers are receiving orders accurately and on-time
• Collected and posted payments to customer accounts
• Reconciliation of customer accounts
• Successfully handled miscellaneous customer inquiries/requests
• Monitored phone calls to develop and train CSR
• Conduct meetings with team members and CS Manager; giving feedback on representative's Performance Training
• Guide CSRs in decision-making, when necessary, to best accommodate customers
• Answer questions and educate customer/customer service on products and policies
• Complete and write performance evaluations
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Collaborated with Finance department on invoicing accuracy for applicable products, services, software, and logistics.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Managed customer relations on an ongoing basis to maximize customer retention.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.