Summary
Overview
Work History
Education
Skills
Personal Information
Affiliations
References
Timeline
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Karen Sievel

West Hartford,CT

Summary

Seasoned customer service professional with a proven track record of over 20 years in account maintenance and trouble-shooting sales. Recognized for consistently delivering exceptional medical staff support by implementing effective guideline procedures to minimize system and sales discrepancies. Proficient in using Microsoft Office Excel, Microsoft Word along with Peachtree and QuickBooks Accounting software. Skilled at training and supervising customer service personnel to achieve optimal performance. Valued team player known for providing total quality customer service while efficiently handling diverse office administrative responsibilities such as purchasing oversight, accounting tasks including collections management as well as overseeing sales operations logistics coordination warehouse management activities.

Overview

21
21
years of professional experience

Work History

Senior Customer Service Representative

NAMCO POOLS LLC
Rocky Hill, CT
03.2011 - Current
  • Handled Call Center responsibilities including recruiting Customer Service Representatives
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Maintained seamless coordination of Home deliveries by managing routing, scheduling, and confirmation process
  • Provided support to customers concerning inventory, billing, and service-related matters. Checked drivers with discrepancies, stop verification using Google Maps.
  • Demonstrated exceptional skill in handling difficult situations with tact, diplomacy, and professionalism.
  • Responded promptly to inquiries from customers about products or services.
  • Resolved escalated customer complaints in a timely manner.
  • Provided technical support to customers via phone, email and chat.
  • Coordinated with suppliers regarding delivery dates, product availability.
  • Provided product information and answered questions regarding features, pricing plans.
  • Created reports on customer satisfaction levels and key performance indicators.
  • Followed up with customers after purchases to ensure satisfaction.
  • Maintained accurate records of all customer interactions in CRM system.
  • Analyzed customer data to identify opportunities for upselling services.
  • Managed incoming calls from customers while providing exceptional service.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Tracked orders through shipping companies' websites until they reached their destination.
  • Assisted in developing strategies to improve the overall customer experience.
  • Collaborated with other departments such as Sales, Marketing, and Technical Support.
  • Monitored customer feedback surveys to identify areas of improvement.
  • Managed processing, scheduling and execution of customer purchase orders.
  • Educated customers about products, pricing and policies to address and resolve issues.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Monitored customer accounts to track outstanding issues and implement new solutions.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
  • Delivered expert technical support to customers and resolved broad array of issues.
  • Oversaw and guided team in handling customer call escalations, mentoring new employees on customer service.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Audited customer account information to identify issues and develop solutions.
  • Processed customer account changes with proprietary software.
  • Oversaw warranty counseling process to manage expense controls.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Updated databases with new and modified customer data.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Collected deposits or payments and arranged for billing.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Mentored junior team members and managed employee relationships.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Strengthened customer retention by offering discount options.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Supported sales team members to drive growth and development.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Promoted available products and services to customers during service, account management and order calls.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Contacted customers about potential service upgrades, new services and account changes.

Customer Service/Warehouse Support

Hudson Bearings LLC
East Lyme, CT
08.2009 - 08.2010
  • Work with president and operations manager responsible for more than 2,800 individual and corporate accounts
  • Support sales in opening new accounts and upgrading existing service
  • Quickly and effectively solve customer challenges
  • Maintain quality control/satisfaction records, accounting, assembly, shipping, receiving, collections, and constantly seeking new ways to improve customer service.

Co Owner/Manager

Soleil Tanning Spa
Killingworth, CT
08.2008 - 03.2009
  • Ran the day to day operations of a tanning salon to include all front end responsibilities such as sales, advertising and marketing promos, accounting, cash applications, P&L reports, purchasing, all opening and closing procedures
  • Handled all required maintenance of the tanning equipment
  • Created employee safety operating manual with legislative rules and procedures for all tanning members and employees to follow proper techniques
  • Always promoted exceptional customer service.

Purchasing Assistant/Delivery Coordinator

Pilgrim Furniture City
Southington, CT
02.2004 - 07.2008
  • Worked with nationally acclaimed buyer/co-owner with all purchasing duties
  • Work entailed heavy data entry work, assisted with all store departments to maintain store integrity
  • Acknowledged all P.O.s, pricing, arrival times including imports
  • Delivery/Distribution position to include: heavy phone contact, tracking drivers, creating manifests, inventory recovery, picking reports, reassigning locations, improving delivery satisfaction, checking returns, barcode labeling, covered front end office, phones, entering orders in the system
  • Created a vendor spreadsheet website for management and staff to utilize with ease
  • Created discrepancy report for Furniture Owner for drastically reducing potential problems.

Education

Some College (No Degree) - Business Administration And Management

Tunxis Community College
Farmington, CT

Skills

  • Account maintenance
  • Problem-solving
  • Trouble-shooting sales
  • ICD-9, CPT CODING
  • Microsoft Office 365
  • Office administrative duties
  • Collections
  • Sales
  • Logistics/Warehouse
  • Service Recommendations
  • Escalation management
  • Order Fulfillment
  • Account Management
  • Credit card processing
  • Database Maintenance
  • Complaint resolution
  • Quality Assurance
  • CRM Software/ZOHO/ZUPER
  • Warranty claims
  • Customer Support
  • Staff Training
  • De-Escalation Techniques
  • Returns and exchanges
  • Documentation Review

Personal Information

Title: Customer Support Professional

Affiliations

Member of the CT Parrot Society

Customer Satisfaction including 5 star ratings and reviews

Flea Market Vendor

References

References available upon request.

Timeline

Senior Customer Service Representative

NAMCO POOLS LLC
03.2011 - Current

Customer Service/Warehouse Support

Hudson Bearings LLC
08.2009 - 08.2010

Co Owner/Manager

Soleil Tanning Spa
08.2008 - 03.2009

Purchasing Assistant/Delivery Coordinator

Pilgrim Furniture City
02.2004 - 07.2008

Some College (No Degree) - Business Administration And Management

Tunxis Community College

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Karen Sievel