Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOYCE LAUBE

Davis,IL

Summary

Customer service professional with proven ability to enhance customer satisfaction and streamline service processes. Known for collaborative teamwork and achieving consistent results in dynamic environments. Effective communicator with strong analytical and problem-solving skills.

Overview

14
14
years of professional experience

Work History

Customer Care Specialist

Kerry
09.2021 - Current
  • Develop and maintain strong relationships with all customers by effectively managing customer accounts
  • Execute open order report to track and manage outstanding customer orders, maintaining OTIF performance standards.
  • Manages difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Collaborate with internal stakeholders to ensure a customer-centric approach.

Customer Service Associate

Zoro Tools
12.2017 - 09.2021
  • Helps large volume of customers every day with positive attitude and focus on customer satisfaction
  • Managed 80+ daily interactions, ensuring the call center's service level was consistently maintained.
  • Handled customer inquiries regarding order statuses, billing questions, and product assistance through phone and email, ensuring timely and accurate responses.

Senior Customer Experience Representative

W.W. Grainger
11.2014 - 12.2017
  • Subject Matter Expert for Ford dedicated account and training other team members on the account
  • Processed approximate 100+ orders and quotes daily via EDI, email, phone, and portal
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences

Customer Experience Representative

W.W. Grainger
11.2010 - 11.2014
  • Responsible for all incoming phone calls for Grainger and helped maintain the call center's service level
  • Assist customers and internal sales representatives with website support by reset passwords, register users, and create task requests
  • Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.

Education

Human Resources Management -

Madison College
Madison, WI

Skills

  • Relationship building
  • Time management
  • Empathy
  • Account management
  • Teamwork and collaboration
  • SAP

Timeline

Customer Care Specialist

Kerry
09.2021 - Current

Customer Service Associate

Zoro Tools
12.2017 - 09.2021

Senior Customer Experience Representative

W.W. Grainger
11.2014 - 12.2017

Customer Experience Representative

W.W. Grainger
11.2010 - 11.2014

Human Resources Management -

Madison College
JOYCE LAUBE