Juanita Green
Shelby ,OH
Summary
Dynamic customer service professional with a proven track record at DR Roofing Solutions, excelling in conflict resolution and relationship building. Adept at utilizing Microsoft Excel for data management while enhancing customer satisfaction through active listening and empathetic communication. Recognized for increasing customer loyalty and effectively training new staff to maintain high service standards.
Overview
29
29
years of professional experience
Work History
Customer Service Represenative, Schedular
DR Roofing Solutions
Shelby, OH
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Sales Associate
Kohls Department Store
Mansfield, OH
10.2000 - 03.2001
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Collaborated with team members to achieve monthly sales targets.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Used in-store system to locate inventory and place special orders for customers.
- Prioritized helping customers over completing other routine tasks in store.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Performed cash, card, and check transactions to complete customer purchases.
Material Coordinator / Scheduler
Jay Industries Sarca Division
Mansfield, OH
10.2010 - 09.2022
- Managed receiving operations and proper storage of incoming materials.
- Facilitated clear communication between departments regarding material needs and availability.
- Managed hazardous materials according to safety regulations, ensuring a safe work environment for all employees.
- Optimized material flow by implementing efficient inventory management systems.
- Trained new team members on proper procedures for handling, storing, and organizing materials within the facility.
- . Improved warehouse space utilization by reorganizing storage areas according to demand patterns.
- Maintained accurate records, enabling better tracking and forecasting of material requirements.
- Conducted regular audits of inventory levels to prevent stockouts or overstocking situations.
- Worked with project managers to determine schedule and volume requirements in order to effectively coordinate deliveries and maintain supply levels.
- Completed daily cycle counts and full inventory audits.
- Served as primary point-of-contact for internal stakeholders regarding material-related concerns or inquiries, providing prompt resolution when needed.
- Reduced downtime in production by ensuring timely delivery of materials to various departments.
- . Participated in continuous improvement initiatives aimed at enhancing overall efficiency within the material coordination function.
- Identified opportunities for process improvements within the material coordination function, leading to increased efficiency and reduced waste.
- Trained, motivated, and instructed team of Number employees staging and preparing items for deliveries.
- Enhanced team collaboration with implementation of digital tracking system for materials.
- Resolved delivery discrepancies, maintaining strong relationships with suppliers and ensuring compliance with contractual obligations.
- Played key role in project that was completed ahead of schedule by ensuring materials were delivered as planned.
- Facilitated cross-departmental meetings to forecast material needs, aligning procurement with project deadlines.
- Analyzed historical material usage data to predict future needs, contributing to more strategic planning and budgeting.
- Developed training materials for new hires on proper material coordination practices, raising team's efficiency.
- Reduced material overstock by accurately forecasting project needs, avoiding unnecessary expenditure.
- Coordinated emergency procurement during supply chain disruptions, minimizing project delays.
- Created and implemented tracking systems to monitor progress and meet deadlines.
- Devised and implemented efficient processes for production tracking and inventory control.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
- Planned production schedules, taking employee production rates, company needs and seasonal changes into account.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Proactively addressed potential risks within the schedule by conducting thorough analyses and implementing preventive measures where necessary.
- Enhanced team productivity by maintaining clear communication channels and providing regular updates on project progress.
- Monitored employee performance closely to identify areas for improvement or additional training needs that would lead to optimized scheduling outcomes.
- Improved overall workflow efficiency by collaborating with team leads to identify bottlenecks, establish priorities, and develop solutions for process improvement.
- Maximized efficiency in project delivery through strategic prioritization of tasks based on urgency, complexity, and available resources.
- Coordinated with multiple departments to ensure seamless project execution, reducing delays and increasing efficiency.
- Developed tailored scheduling strategies for complex projects, facilitating on-time completion and client satisfaction.
- Adapted scheduling methods to fit unique demands of diverse projects, demonstrating flexibility and innovative thinking.
- Sought feedback from project teams on scheduling practices, incorporating suggestions to improve future planning.
- Utilized scheduling software to its full potential, enabling more accurate and efficient planning.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
- Trained and supervised employees on office policies and procedures.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Inventory Specialist
MTD Products Inc.
Shelby, OH
06.1996 - 10.2009
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Participated in annual physical inventories to verify accuracy of records and identify any discrepancies that needed correction.
- Managed the return process for damaged or defective goods, ensuring prompt resolution for customers and minimizing financial loss for the company.
- Trained new employees on proper procedures, boosting their ability to contribute effectively as part of the team.
- Provided excellent customer service by quickly responding to inquiries and resolving concerns related to inventory availability or shipment status.
- Prepared detailed reports on inventory levels and movement trends, providing valuable information for decision-making purposes.
- Reduced stock shortages by closely monitoring inventory levels and promptly ordering necessary supplies.
- Optimized storage layouts by analyzing space usage patterns, leading to increased capacity without additional expense or construction requirements.
- Assisted in implementing a new inventory management system, resulting in more accurate record-keeping and reduced errors.
- Streamlined warehouse organization for improved efficiency in locating items and fulfilling orders.
- Implemented barcode scanning technology within the warehouse, speeding up item retrieval times during order fulfillment processes significantly.
- Ensured compliance with regulations concerning hazardous materials storage, contributing to a safe working environment.
- Coordinated with suppliers to establish optimal delivery schedules, reducing instances of overstock or stockouts.
- Reduced waste by identifying and addressing issues in stock rotation practices.
- Developed and maintained positive relationships with vendors, ensuring reliable supply and favorable terms.
- Assisted in development of inventory forecasting model, improving accuracy of stock ordering.
- Improved warehouse space utilization with strategic reorganization of stock areas.
- Conducted regular inventory audits to ensure stock levels were accurately maintained, minimizing discrepancies.
- Facilitated training sessions for new staff on inventory management software, boosting team productivity.
- Coordinated with suppliers to ensure timely restocking of high-demand items, preventing potential sales losses.
- Enhanced product availability with efficient inventory tracking, ensuring high-demand items were always in stock.
- Managed disposal of obsolete inventory in environmentally responsible manner, ensuring compliance with regulations.
- Implemented returns processing system that expedited restocking of returned goods and minimized losses.
- Improved inventory handling procedures to minimize damage during storage and handling, preserving product quality.
- Optimized order fulfillment process, reducing time from order placement to shipment.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Sorted and delivered materials to different work areas and staff.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Handled day-to-day shipping and receiving overseeing more than Number packages per day.
- Processed required paperwork to expedite handling of shipped and received goods.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
- Partnered with representatives from different carriers to arrange materials shipments.
- Conducted research to address shipping errors and packaging mistakes.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
Education
No Degree - Business Education
North Central State
Mansfield, OHHigh School Diploma - College Prep
Shelby Senior High
Shelby, OH06.1995
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Order processing
- Appointment scheduling
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Clerical support
- Quality control
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Assertiveness
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Retail store support
- Stock management
- Document control
- Quality assurance controls
- Escalation management
- Shipping and logistics
- POS systems expert
- CRM software
- Information security
- Product education
- CRM software proficiency
- Training development aptitude
- Key holder experience
- Delivery scheduling
- System implementation
- Warehousing functions
- Receiving support
- Process optimization
- Record preparation
- Report creation
- Software CRM system proficiency
- Credit adjustments
- Promotional support
- Lead generation
- Report generation
- Route management
Timeline
Customer Service Represenative, Schedular
DR Roofing Solutions
09.2022 - Current
Material Coordinator / Scheduler
Jay Industries Sarca Division
10.2010 - 09.2022
Sales Associate
Kohls Department Store
10.2000 - 03.2001
Inventory Specialist
MTD Products Inc.
06.1996 - 10.2009
No Degree - Business Education
North Central State
High School Diploma - College Prep
Shelby Senior High