Kendra Harmon
Houston
Summary
Experienced customer service professional dedicated to fostering strong client relationships and driving business growth. Demonstrated commitment to maintaining professionalism and increasing profitability through exceptional customer service. Motivated and dedicated, consistently striving to ensure customer satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Care Specialist III
Baker Hughes, (Formerly A GE Company)
10.2015 - 03.2025
- Processed new product orders for customers for Panametrics LLC product line
- Managed intercompany orders for supply chain for Lumens product line
- Processed demo orders for sales & channel partners
- Processed quotations for sales and customers
- Check completeness of order entries
- Discuss issues cross-functionally with sales, finance, supply chain, and customers
- Received inbound & outbounds calls using Amazon Connect
- SAP Super-User ERP System
- Managed case loads in Salesforce
- Advanced User for creating new customers in SAP
- Took ownership of customers issues to follow problems through to resolution.
- Issued order confirmations to Customers
- Monitored delivery dates in the ERP system SAP and Oracle
- Followed up with Supply Chain on order status inquiries in a timely fashion
- Provided outstanding communication to the customers, production team, and fellow teammates
- Trained new/and current employees on order management & trained on how to navigate SAP & Oracle ERP system
- Participated in the SAP Implementation project, managed Houston Customer Care Team for GO LIVE in Feb 2018
- During the SAP project, worked closely with manufacturing & BPLs in discussions in regards to service processes
- Completed cross functional testing in Ireland for BPS1 for two weeks 2017
- Participated in cross functional testing in Billerica for BPS2 in 2017
- Played a major role in the SAP Project 1 while continuing to balance my workload during the staffing shortage
- Reviewed Application data sheets and Isometric drawings for Computational Fluid Dynamics studies
- Entered all CFD requests for all for Panametrics
- Managed all key accounts for Panametrics from 2015-2017
- Maximized customer satisfaction by organizing FGM repairs, replacements, and deliveries
- Collected information to understand needs and offer solutions quickly to customers
- Built long-term, loyal customer relations by providing good service, detailed order, account, and service information
- Utilized exceptional communication to connect with customers to understand their needs, and presented solutions
- Trained new hires how to use the Oats Tool
- Monitored orders blocks to release in a timely manner
- Resolved disputes in a timely manner
- Participted in the Sales Rep Order Validation Project
- Covered for team members while out of office by managing their orders and blocks
- Participated in the E-commerce Usability Testing
- Granted customers access to our Panametics Portal
- During Service Re-Organization provided RMA status, quotes and completed service confirmations the service team
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary
- Issued credits for the business
- Provided customers with detailed information on company products, services and materials.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
Collections Specialist
Advantage Resourcing
09.2013 - 10.2015
- Researched topics and completed due diligence to resolve issues in timely manner
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Processed payments and applied to customer balances
- Achieved monthly goals of money
- Worked in call center environment handling manual and automatically dialed outbound calls
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Facilitated past due invoice payments by sending bill reminders and contacting clients.
- Monitored customer account details for non-payments, delayed payments and customer disputes.
- Verified discrepancies to resolve vendor billing issues.
- Developed and maintained strong relationships to deliver exceptional customer service support.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Monitored accounts to verify compliance with payment terms and schedules.
Criminal Deputy Clerk
Monroe City Court
01.2012 - 09.2013
- Assisted customer with questions regarding traffic tickets, warrants, and court dates etc
- Answered phone calls
- Processed paper work in the PTS system
- Filed documents and files
- Pulled documents and files when needed
- Keyed in traffic tickets, bill of information, and amended bills
- Processed expungement Requests
- Conducted background and criminal checks
- Created dockets for court
- Issued court dates
- Processed bond forfeitures
- Maintained confidentiality by adhering to strict privacy guidelines when handling sensitive information.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
- Provided exceptional customer service to the public, answering inquiries and directing individuals to appropriate resources
- Completed complex court forms accurately, minimizing errors and potential delays in processing
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
Sales Associate
Best Buy
09.2009 - 05.2012
- Assisted customers in person via telephone
- Trained new employees by with knowledge of specific store tasks and policies
- Helped drive sales goals and achieve monthly quota figures
- Maintained positive attitude with customers and employees
- Trained and served as a peer coach for new sales associates
- Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores
- Collaborated in creating strategies that drove sales and revenue
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
- Built relationships with customers to encourage repeat business.
- Educated customers on different products and product care
- Prioritized and accomplished wide range of tasks each shift
- Met quotas for insurance protection plans through up-selling techniques
- Answered questions regarding store policies, merchandise, and pricing
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations
- Helped customers locate products and checked store system for merchandise at other sites
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates
- Collaborated with team members to achieve monthly sales targets
- Answered customer questions about sizing, accessories, and merchandise care
Front Desk Clerk
Best Western
08.2008 - 05.2009
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Provided hospitality services to customers
- Oversaw fast-paced front desk operations at busy facility with as many as nightly guests
- Planned coverage needs and organized services to support incoming special events
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts
- Arranged accommodations and travel plans for visitors and presented updated itineraries
- Took reservations over phone, in person, and via computer for guests and provided confirmation information
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction
- Liaised with housekeeping staff to verify service and maintenance of hotel standards
- Promoted hotel brand's loyalty program via social media, email and direct mail
Server
Coushatta Casino Resort Gumbeauxs Sports and Oyster Bar
12.2007 - 08.2008
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest
- Served food and beverages promptly with focused attention to casino guests
- Cleaned and disinfected kitchen area including floors, work tables, tools and equipment
- Cleaned outdoor eating area and indoor dining room by wiping tables, placing trash in receptacles and restocking napkin dispensers
- Answered telephones and completed financial transactions for other team members
- Delivered quality service by creating warm and welcoming environment
- Ensured customer satisfaction by responding quickly to orders
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Learned and followed local alcohol laws to keep restaurant compliant with regulations
- Maximized table turnover rate by managing reservations and seating arrangements
Education
Bachelor of Arts & Sciences - Political Science
University of Louisiana at Monroe
Monroe, LA12.2011
High School Diploma - undefined
Oberlin High School
Oberlin, LA01.2008
Skills
- Enhanced active listening
- Strong verbal communication
- Skilled in utilizing MS Windows functionalities
- Enthusiastic work ethic
- Managing incoming phone communications
- Convincing sales strategies
- Credit card transaction management
- Supply chain collaboration
- SAP application advocate
- Prioritizing tasks and responsibilities
- ERP system implementation
- Invoice processing and tracking
- Invoice management
- Analytical expertise
- Sales
- Document scanning
- Self-motivated
- Clerical support
- Effective team leadership
- Skilled in conflict resolution
- Efficient data input
- Data management
- Data analysis
- Experienced with Oracle systems
- Collaborative team liaison
- Process optimization
- Customer service excellence
Timeline
Customer Care Specialist III
Baker Hughes, (Formerly A GE Company)
10.2015 - 03.2025
Collections Specialist
Advantage Resourcing
09.2013 - 10.2015
Criminal Deputy Clerk
Monroe City Court
01.2012 - 09.2013
Sales Associate
Best Buy
09.2009 - 05.2012
Front Desk Clerk
Best Western
08.2008 - 05.2009
Server
Coushatta Casino Resort Gumbeauxs Sports and Oyster Bar
12.2007 - 08.2008
High School Diploma - undefined
Oberlin High School
Bachelor of Arts & Sciences - Political Science
University of Louisiana at Monroe
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