Kelly Stoltenberg
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Versatile customer service representative with 15+ years of experience in resolving customer inquiries and issues. Proven track record of meeting or exceeding performance metrics for response time and resolution. Skilled in product knowledge, active listening, and personalized interactions. Proficient in logistics operations, including transportation, warehousing, and inventory management. Strong analytical skills with experience in process improvement and root cause analysis. Proficient in Microsoft Office and NetSuite.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Safe-pHix
03.2017 - 05.2022
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Mionix
05.2003 - 01.2010
- Managed end-to-end logistics operations, including transportation, warehousing, and inventory management
- Coordinated with suppliers and vendors to ensure timely delivery of goods and materials
- Developed and maintained relationships with carriers to negotiate favorable rates and service agreements
- Created standard operating procedures (SOPs) for logistics processes to improve efficiency and consistency
- Collaborated with cross-functional teams to forecast demand, plan inventory levels, and prevent stockouts or excess inventory
- Trained team members on proper handling procedures for hazardous materials in compliance with safety regulations
- Managed customs documentation for international shipments, ensuring compliance with import/export laws
- Resolved customer complaints related to shipping delays or damaged goods in a timely manner
- Implemented quality control measures for incoming shipments to ensure product integrity before distribution
- Analyzed supply chain performance metrics such as on-time delivery rate, fill rate, lead time variability etc
- Identified areas of improvement within the supply chain process through root cause analysis
- Increased productivity by developing training programs focused on improving employee skills
- Managed the reverse logistics process, including returns, repairs, and disposal of damaged or obsolete products
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High school diploma -
05.1989
Skills
- Order Fulfillment
- Root Cause Analysis
- Logistics
- Supply Chain
- Process Improvement
- Computer Networking
- Change Management
- Program Management
- Manufacturing
- Team Management
- Customer service
- Customer support
- Microsoft Office
- NetSuite
- Strategic Planning
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Conflict Resolution
- Client Relations
- Customer satisfaction measurement
- Order Processing
- Microsoft Office Suite
- Clerical Support
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information
I am able to work in USA. I don't have a disability. I am not a veteran. I have a Colorado Driver's License.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
HybridRemoteOn-SiteImportant To Me
Work-life balanceFlexible work hoursHealthcare benefitsCompany CulturePaid sick leaveTimeline
Customer Service Representative - Safe-pHix
03.2017 - 05.2022
Customer Service Representative - Mionix
05.2003 - 01.2010
Air Academy High School - High school diploma,