KELLIE FAGAN
Mahwah
Summary
Proactive customer service expert known for strong active listening and problem-solving abilities. Successfully managed complex orders and trained teams, consistently achieving high satisfaction and operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Stauff Corporation
09.2011 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and timely follow-ups.
- Managed complex order processes using ERP systems, enhancing accuracy and reducing processing time.
- Trained new staff on best practices for customer interaction and company policies, fostering a collaborative environment.
- Identified areas for process improvement, implementing changes that increased service efficiency and reduced response times.
- Accurately process customer sales orders that are submitted by email, customer portal, or direct electronic interface into our system.
- Problem solves non-technical customer issues such as delivery, lead time, pricing and product recommendations for customers and sales managers regarding sales orders.
- Handle customer complaints and work with cross-functional team for resolution, including processing return authorizations
- Establishes and maintains working relationship with all relevant contacts involved in the internal sales cycle (i.e., Sales, Purchasing, Shipping and Production).
- Maintains data integrity with customer interactions, purchase orders, confirmations, and additional information regarding customers.
- Identify and assess customers’ needs, to provide organization’s products and services, to achieve customer satisfaction.
- Follow communication procedures, guidelines, and policies.
- Communicating promptly and courteously with customers by phone and email.
- Learning about the organization’s products or services and keeping up to date with changes.
Education
High School Diploma -
Goshen High School
Goshen, NYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
CUSTOMER SERVICE
Languages
English
Full Professional
Timeline
Customer Service Representative
Stauff Corporation
09.2011 - Current
High School Diploma -
Goshen High School