Jo(Kristina) Reid
Calumet Specialty Products
Danville,IN
20
years of professional experience
Dynamic customer service professional with extensive experience in managing client accounts and resolving inquiries. Recognized for exceptional problem-solving abilities, strong communication skills, and a steadfast client-focused approach. Proven track record in team collaboration and adaptability to evolving needs, consistently delivering positive outcomes. Committed to reliability and results-driven strategies, with a talent for fostering enduring customer relationships.
Work History
Customer Service Account Representative
1 Year 11 Months- Handled Corporate Accounts and supported the Corporate Sales team.
- Managed customer inquiries and resolved issues efficiently through multiple communication channels.
- Developed and maintained strong relationships with clients, ensuring high levels of satisfaction and loyalty.
- Collaborated with cross-functional teams to enhance service delivery processes and improve customer experience.
- Trained new staff on company policies, systems, and best practices for effective customer support.
- Analyzed customer feedback to identify trends and recommend improvements in service offerings.
- Established standard operating procedures that elevated consistency in handling customer accounts and inquiries.
- Consistently met deadlines while managing multiple tasks simultaneously without compromising quality or accuracy.
- Mentored new representatives on effective account management techniques, enhancing team productivity.
- Collaborated with cross-functional teams to resolve complex customer issues, resulting in higher retention rates.
- Received consistent positive feedback from customers for outstanding service performance.
- Managed high-volume accounts while maintaining exceptional attention to detail and accuracy.
- Facilitated strong client relationships with clear communication and timely follow-ups.
- Achieved a high level of customer trust by consistently providing accurate information about products, services, and billing details.
- Developed a reputation among clients as a knowledgeable resource who is always willing to help find solutions.
Customer Support Representative
5 Years 11 Months- Managed and maintained SCS equipment group customer relationships for 1,000+ customers worldwide.
- Ensured high-quality customer service between customers and internal clients.
- I also managed and maintained our international sites' internal and customer needs.
- Heavy Order Entry, including credit card orders and taking card payments by phone
- Handled incoming phone calls to assist customers with inquiries.
- Ran daily meeting to discuss up coming orders or customer issues
- Maintained 2 email accounts on a daily basis
- Processed returns, warranty and service calls paperwork
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Collaborated with multiple departments to fulfill customer requests.
- Streamlined support processes, enhancing response times and customer satisfaction.
- Resolved customer inquiries through effective communication and product knowledge.
Account Temps Account Payables
2 Years 3 Months- As the Accounts Payables I worked closely with the CFO of Sun Development.
- I handled accounting phone calls.
- I stayed in daily contact with all vendors to ensure current payments were sent out.
- I maintained all aging reports for all our vendors.
- Maintained a good working relationship with all vendors to ensure quality customer service for each Hotel Property I maintain.
- Executed weekly check runs to process vendor payments efficiently.
- Handled incoming calls to provide assistance and resolve vendor concerns.
- Created and sent invoices to ensure accurate billing and record-keeping.
- Issued purchase orders to streamline purchasing processes and vendor relations.
- Provided customer service support to address inquiries and resolve issues.
- Answered front desk phones
- Dealt with incorrect invoices directly with vendors
- Responded to multiple vendor emails daily
- Daily phone calls with vendors or CEO of properties to resolve issues.
Accounts Payable/Receivables Coordinator
1 Year- As the Accounts Payable Coordinator I work with the CFO of ICC Business Products.
- I stay in daily contact with all vendors to ensure current payments get sent out.
- Maintained daily communication with vendors to ensure timely payment processing.
- Managed aging reports for all vendors to track outstanding invoices and improve cash flow.
- I cross-trained in customer service and provided backup support to the department.
- Handled customer inquiries regarding product issues and service requests to ensure prompt resolution.
- If a customer did not receive parts or product on time I was to ensure quality customer service to resolve the problem.
- Handled incoming phone calls to address customer inquiries
- Created and managed invoices to maintain accurate financial records
- Executed purchase orders to ensure timely acquisition of products
- Performed accounting tasks to maintain accurate financial records
- Compiled aging reports to track outstanding vendor payments
- Customer Service duties:
- Placed orders for products to maintain inventory levels
- Managed incoming phone orders to ensure accurate and timely service
- Handled email orders to streamline customer purchasing process
- Managed web orders to facilitate online customer transactions
- Managed product returns to ensure customer satisfaction
- Coordinated service parts to support maintenance and repair functions
- Managed service orders to facilitate customer service operations
- Addressed delayed shipping issues to enhance customer experience
- Tracked missing orders to ensure timely resolution and fulfillment
Customer Service Rep/Account Manager
2 Years 9 Months- Maintained clients on a daily basis with duties ranging from kitting projects, communicated with clients on individual needs and complied with strict shipping and receiving deadlines.
- Maintained clients on a daily basis with duties ranging from kitting of projects, communicated with clients on individual needs and comply with strict shipping and receiving deadlines.
- As a part of my customer service role I would be the main contact for clients and the vendors to ensure product was received at our facility and to also ensure that the final product was delivered on time to the destination per our client.
- Supervised customer projects
- Heavy Web/Email orders
- Executed sales strategies to promote product offerings and increase revenue.
- Managed incoming phone calls to provide assistance and support.
- Shipping and Receiving
- Managed shipping and receiving operations to maintain timely deliveries.
- Performed extensive data entry tasks to maintain accurate records.
- Managed a high volume of customer service emails to resolve inquiries.
- Managed web and email orders to ensure timely order fulfillment.
- Input customer orders into the system for processing and fulfillment.
Administrative Assistant
2 Years 9 Months- Managed scheduling to ensure efficient use of resources
- Handled phone inquiries to provide information and support
- Managed phone communications to ensure timely responses and effective information exchange.
- Criminal Background Checks
- Assisted investigator by organizing case files and documents
Education
High School Diploma
Skills
Multitasking and organization
Interpersonal communication
Adaptability and flexibility
Critical thinking
Attention to detail
Data entry
Customer Relationship Management
Conflict resolution
SAP Software
TM(Transportation scheduling) Software
Outlook
CRM Software
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Documented and resolved a railyard shutdown which led to providing the customer with ontime delivery.
Timeline
Customer Service Account Representative
Calumet Specialty Products
11.2024 - CurrentRead More
Customer Support Representative
Specialty Coating Systems
12.2018 - 11.2024Read More
Account Temps Account Payables
Sun Devolpment
07.2016 - 10.2018Read More
Accounts Payable/Receivables Coordinator
ICC Business Products
07.2016 - 07.2017Read More
Customer Service Rep/Account Manager
MarketShare / EnterMarket Logistics
10.2013 - 07.2016Read More
Administrative Assistant
Hendricks County Prosecutors Office
03.2007 - 12.2009Read More
Danville Community High School
High School Diploma
Read More