Hi, I’m
Kelly Stoltenberg
Customer Service
Colorado Springs,CO
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.
Authorized to work in the US for any employer
Overview
19
years of professional experience
1
Certification
Work History
SafeColorado Springs, CO
Customer Service Representative
03.2017 - 05.2022
Job overview
- 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
SPTColorado Springs, CO
Logistics Specialist
05.2003 - 01.2010
Job overview
- 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
MionixRocklin, California
Customer Service Representative
02.2003 - 11.2005
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Air Academy High School
High school diploma
May 1989
University Overview
Certification
Order Fulfillment (4 years)
Root Cause Analysis
Logistics (5 years)
Supply Chain (8 years)
Process Improvement
Computer Networking
Change Management (3 years)
Program Management
Manufacturing (4 years)
Team Management
Customer service (10+ years)
Customer support
Microsoft Office (8 years)
NetSuite (5 years)
Strategic Planning
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Complaint Handling
- Payment Processing
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceFlexible work hoursPersonal development programsPaid time offPaid sick leave4-day work weekTimeline
Customer Service Representative
Safe
03.2017 - 05.2022
Logistics Specialist
SPT
05.2003 - 01.2010
Customer Service Representative
Mionix
02.2003 - 11.2005
Air Academy High School
High school diploma
Similar Profiles
Devin KeilDevin Keil
Guest Service Representative at SAFEGuest Service Representative at SAFE
YOUSEF ALSENAIDIYOUSEF ALSENAIDI
Employee Relations Specialist at SAFEEmployee Relations Specialist at SAFE
SHAQUILLE BOWENSHAQUILLE BOWEN
Sales Associate at SafeSales Associate at Safe