Kelly Harrod
Sykesville,MD
Summary
Customer service specialist with 14 years of experience in sales, customer service, and administration. Expertise in task prioritization and multitasking in dynamic environments, with a strong ability to collaborate effectively within teams and distributors for customer projects. Proven track record in resolving escalated customer issues and implementing successful sales strategies that enhance client relationships. Committed to delivering exceptional customer satisfaction through tailored support and efficient service coordination. Detail-oriented professional known for exceptional multi-tasking and customer service skills. Experienced in quoting, billing management, and technical support, with a track record of building strong relationships and driving customer loyalty.
Overview
1
1
year of post-secondary education
23
23
years of professional experience
Work History
Sales/Senior Customer Service Representative
Gallagher Pools and Spas
Westminster, MD
08.2012 - Current
- Assisted customers in selecting pools / spas. Managed the project start to finish
- Coordinated scheduling of pool openings and closings for over 350 customers, ensuring timely service.
- Trained new staff on customer service protocols and operational procedures.
- Utilized software systems to track inventory levels and order status updates.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports. Maintained unemployment for our seasonal worker.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collaborated with our distributors to streamline order processing and delivery logistics.
- Monitored customer accounts to track outstanding issues and implement new solutions.
- Generated quotes for new pool equipment requests, collaborating with technicians to provide accurate quotes.
- Maintained billing for our contract customers, past due accounts and helped transition customers to our new billing system. Released and billed service tickets for our 220;weekly and biweekly customers
Pharmacy Technician
Rite-Aid Pharmacy
Eldersburg, Maryland
02.2007 - 07.2011
- Collaborated with pharmacists to prepare medications accurately.
- Assisted pharmacist in managing high volume of prescriptions and addressed customer questions to support efficient service.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Organized work areas to enhance workflow efficiency and accessibility of supplies. so that everything was easily accessible when needed.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Transmitted claims to insurance companies for payment. Called insurance companies to resolve medication denials or issues when processing to the customers
Retail Sales Associate
Waterworks Pools & Spas
Sykesville, Maryland
05.2003 - 10.2006
- Assisted customers with water testing and chemicals needed
- Organized and restocked store shelves with merchandise to ensure product availability.
- Facilitated customer purchases of equipment by providing recommendations based on their needs.
- Acquired knowledge about pool maintenance and water chemistry while working in seasonal retail environment.
Education
Associate of Arts -
Carroll Community College
Westminster, MD 05.2003 - 12.2003
Liberty High School
Sykesville, MarylandSkills
- Sales strategy and techniques
- Customer relationship management
- Microsoft Excel, Outlook, and Teams
- Custom program adaptation
- Project quote generation
- Attention to detail
- Customer support and troubleshooting
- Billing management
- Record keeping
- CRM software proficiency
- Data entry
- Account updating
- Multi-tasking skills
- Technical troubleshooting
Sales classes
- Participated in many classes in Atlantic City related to customer service, management, marketing and sales
References / Additional Information
- Attached reference from a long time customer. Gallagher reference to follow and permission to call 410-876-3535
- Willing and ready to relocate to North Carolina
- Gallagher Pools is aware I am relocating for the benefit of my daughter
- Enhance my career. I am grateful for the Mentorship, educational growth, training, trust and networking events with Gallagher Pools that gave me the knowledge and ability to provide the same level of hard work to another com
Timeline
Sales/Senior Customer Service Representative
Gallagher Pools and Spas
08.2012 - Current
Pharmacy Technician
Rite-Aid Pharmacy
02.2007 - 07.2011
Retail Sales Associate
Waterworks Pools & Spas
05.2003 - 10.2006
Associate of Arts -
Carroll Community College
05.2003 - 12.2003
Liberty High School