NetSuite
Kimberly Willis
Elkhart,IN
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
20
20
years of professional experience
1
1
Language
Work History
Customer Service Representative
Dexter Axle
Elkhart, IN
10.2022 - 02.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed approximately 25 incoming orders per day.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Streamlined order entry processes by implementing efficient data management techniques.
- Coordinated shipping arrangements for replacement parts or products covered under warranty programs.
- Checked documentation for accuracy and validity on updated systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported various departments with ad hoc data entry requests, enabling them to make informed decisions based on accurate information.
Customer Service Representative
Loader Parts Source
Elkhart, IN
07.2022 - 10.2022
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed exemplary writing skills through continued correspondence with upwards of 40 customers per day.
- Exceeded monthly performance metrics consistently, contributing to the success of call center operations.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Expedited delivery times by collaborating closely with carriers to schedule timely pickups and drop-offs for shipments.
- Reviewed order data to verify transactions and shipping dates.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
Dispatcher and Retail Sales Associate
Hall's Flower Shop And Garden Center
Stone Mountain, GA
10.2018 - 03.2022
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Assisted in managing inventory levels, accurately processing deliveries, and restocking merchandise as needed.
- Contributed to store profitability by identifying opportunities for upselling and cross-selling products.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Managed daily store operations, including opening and closing procedures, and cash handling.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Monitored daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Directed dispatching, routing, and tracking of 5 delivery vehicles.
- Sent out drivers to deliver 20+ orders based on locations, needs, and worker availability.
Social Services Supervisor
Division Of Family And Children Services
Atlanta, GA
01.2004 - 05.2017
- Supervised 7 Case Managers in gathering information from callers reporting allegations of child abuse and neglect.
- Enhanced client satisfaction by implementing individualized support plans and case management strategies.
- Improved team efficiency by providing staff training, guidance, and performance evaluations.
- Streamlined processes for greater productivity using data analysis and workflow improvements.
- Collaborated with community organizations to establish partnerships that benefited clients'' well-being and access to resources.
- Developed effective training materials for diverse audiences, resulting in improved skill sets and increased job satisfaction.
- Participated in system design efforts for automated child welfare information systems, resulting in enhanced workforce competencies.
- Facilitated daily team meetings to review performance, set targets, and motivate staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Led workshops on various topics relevant to client populations, enhancing knowledge and skill development among participants.
- Maintained accurate and up-to-date case files, ensuring compliance with agency guidelines and state regulations.
- Trained new staff members in agency policies, procedures, and best practices for effective service delivery.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Evaluated program effectiveness through outcome measures, adjusting strategies as needed to optimize results.
- Managed complex caseloads while maintaining high levels of client service and accurate documentation.
Education
Bachelor of Science - Social Work
Western Illinois University
Macomb, IL12.1993
Skills
- Report Preparation
- Order Fulfillment
- Retail Sales Customer Service
- SalesForce
- NetSuite
- Magento
- Microsoft Word
- Microsoft Excel
- Active Listening
- Staff Training
- Customer Relations
- Credit Card Payment Processing
- Shipping Procedures Understanding
- Multi-Line Phone Talent
- Computer Proficiency
- POS Systems Expertise
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
SalesForce
Magento
Avaya
Timeline
Customer Service Representative
Dexter Axle
10.2022 - 02.2024
Customer Service Representative
Loader Parts Source
07.2022 - 10.2022
Dispatcher and Retail Sales Associate
Hall's Flower Shop And Garden Center
10.2018 - 03.2022
Social Services Supervisor
Division Of Family And Children Services
01.2004 - 05.2017
Bachelor of Science - Social Work
Western Illinois University