Kimberly Iovino
Brick,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative Specialist
Munzing N.A
11.2015 - 06.2020
- Performed all aspects of customer order processing for international orders.
- Initiated, monitored, and coordinated high volume of email communications between international customers, freight forwarders, and internal departments to ensure orders were processed accurately and delivered on time.
- Managed paperwork needed for shipping international orders.
- Investigated and resolved customer and sales team inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Facilitated daily meeting with our Product department to review product lots associated with open orders.
- Allocated product lots to all domestic and international orders for shipment.
- Worked with the sales team to provide customers with pricing for products.
- Processed sample requests and customer returns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained and updated customer requirements and account information in database/operating systems.
- Ran daily sales report for management.
- Assisted management with projects as needed.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding customer service procedures.
- Utilized SAP system on a daily basis.
Customer Relationship Associate
Bulbrite Industries
09.2012 - 11.2015
- Answered constant flow of customer and consumer calls with minimal wait times.
- Answered and assisted customer and consumer questions regarding pricing, availability and products.
- Reviewed and processed orders, confirmed pricing, and informed customers within 21 different states of any issues with their orders.
- Worked with sales, warehouse and accounting departments to ensure that customer orders were processed and shipped in a timely manner.
- Reached out to customers after completed sales to suggest additional product purchases and inquire about needs or concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cultivated customer loyalty, promoted repeat business and improved sales which had resulted in $91,000 in increased sales for 2013 and $139,000 in increased sales for 2014.
- Updated customer profiles in SAP Business One.
- Ran end of day reports showing total dollar sales for management.
- Assisted management with projects as needed.
Customer Service/Administrative Assistant
World Wide Sales
10.2007 - 09.2012
- Assisted coworkers and staff members with special tasks and reports on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Entered customer orders, reviewed pricing and followed up on confirmations.
- Assisted customers with issues and ensured their issues were resolved in a timely manner.
- Liaised between clients and vendors and maintained effective lines of communication.
- Prepared PowerPoint presentations for sales team and executive staff to utilize for customer meetings.
- Created a promotional calendar which allowed management and sales to track ad dates and price points for upcoming ads.
- Entered ad contracts and deal sheets for vendors.
- Researched and processed customer bills and deductions.
- Worked with customers on a daily basis such as Wakefern, A&P/Pathmark and Kings.
- Prepared and attended food shows.
- Prepared itineraries for the retail team.
Sales Assistant
InterCall
10.2005 - 10.2007
- Provided support to two Regional Sales Managers.
- Prepared daily, weekly and monthly call activity reports, revenue reports and new client reports for customers and management as well as reports needed on a per-diem basis.
- Submitted and followed up on credits issued.
- Interacted with customers on a daily basis to ensure their requests were handled.
- Purchased printing supplies.
- Worked with various vendors to get quotes for pre-printed conference calling cards.
- Ordered, printed and packaged customized wallet cards for customer’s conference calling accounts.
- Processed outgoing mail and distributed incoming mail.
- Managed multi-line telephone system.
Education
Psychology
Passaic County Community College
Wanaque, NJ2007
High School Diploma -
Passaic Valley High School
Little Falls, NJ06.2005
Skills
- Customer Relations Specialist
- Data Entry Specialist
- Customer Service Leadership
- Administrative Support
- Sales Assistance
- International Sales
- SAP Expertise
- Microsoft Excel
- PowerPoint Knowledge
Additional Information
Since June of 2020, I have been a stay at home mother to my two boys. I am excited and eager to re-enter the workforce and to utilize all of my skills that I have acquired throughout my 18 year career.
Languages
English
Timeline
Customer Service Representative Specialist
Munzing N.A
11.2015 - 06.2020
Customer Relationship Associate
Bulbrite Industries
09.2012 - 11.2015
Customer Service/Administrative Assistant
World Wide Sales
10.2007 - 09.2012
Sales Assistant
InterCall
10.2005 - 10.2007
Psychology
Passaic County Community College
High School Diploma -
Passaic Valley High School
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