KRISTEN DEVOUCOUX
Medford,USA
Summary
Dynamic professional with over 20 years of experience in customer service and order management, focused on delivering customer service excellence and operational efficiency. Proven expertise in business process optimization, effective communication, and innovative problem solving in fast-paced environments. A strong track record in mentoring teams and improving processes highlights a commitment to driving results and enhancing customer satisfaction.
Overview
2027
2027
years of professional experience
Work History
Senior Sales Support Specialist
BVI
2026.01 - Current
- Coordinated and optimized order management activities for six diverse global product lines.
- Oversaw management of customer data across 17 global ERP systems.
- Led cross-functional meetings to align sales strategies with operational capabilities, driving overall performance improvement.
- Developed engaging training materials for new team members, promoting knowledge retention and standardizing operational procedures.
- Mentored junior staff on best practices in customer and sales support, promoting professional development within the team.
- Facilitated management of product regulatory queries to uphold FDA compliance and strengthen business partnerships.
Sales Support Specialist
BVI
2024 - 2025
- Streamlined inquiry resolution and order processing to support a sales organization of 40+ individuals, contributing to overall revenue generation of 150 million.
- Provided exceptional customer service support to sales team by resolving inquiries and processing orders efficiently.
- Coordinated cross-departmental interactions to expedite customer order processing and elevate satisfaction levels.
- Assisted in coordinating efforts across 6 global product groups including consumables, capital equipment, tools, and custom kits.
- Spearheaded launch of innovative communication channel for sales team.
- Led initiatives with Global Customer Service Operations leadership team during Global Customer Service Appreciation Week, contributing to company culture.
Customer Support Specialist
BVI
2022 - 2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Escalated complex issues to appropriate departments for prompt resolution.
- Documented customer interactions in CRM system for accurate tracking and reporting.
- Collaborated with cross-functional teams to streamline processes and improve response times.
- Delivered exceptional customer service experiences by maintaining a positive attitude and empathetic responses to customer concerns.
- Implemented process improvements that increased overall team efficiency and customer satisfaction.
Customer Service Representative
Abcam
2021.01 - 2022
- Achieved exceptional service standards in efficiently processing orders and addressing customer inquiries and issues.
- Balanced active listening with effective time management strategies to optimize customer satisfaction and retention efforts.
- Designed and refined standard operating procedures to enhance training effectiveness for new employees handling order processing and customer inquiries.
Bicycle Courier
Breakaway Courier Systems
2016.01 - 2021.01
Manager; Business Development/Customer Relations Representative
Lisa's Pizzeria
2014.01 - 2016.01
Youth Development Facilitator
United States Peace Corps
2009.01 - 2011.01
Head Instructor Taekwondo
American Taekwondo Association
2003.01 - 2008.01
Education
MBA - Business Management
Brandeis University: Heller School
Waltham, MA2014-01
Master of Arts - Sustainable International Development
Brandeis University: Heller School
Waltham, MA2014-01
BA - Political Science, Women's Studies and Sociology
University of Arizona
Tucson, AZ2004-01
Skills
- Order management systems
- Effective communication skills
- Innovative problem solving
- Customer retention strategies
- Documentation and coordination
- Business process optimization
- Customer complaint management
- Multitasking and prioritization
- Teamwork and collaboration
- Proactive approach to improvement
Timeline
Senior Sales Support Specialist
BVI
2026.01 - Current
Customer Service Representative
Abcam
2021.01 - 2022
Bicycle Courier
Breakaway Courier Systems
2016.01 - 2021.01
Manager; Business Development/Customer Relations Representative
Lisa's Pizzeria
2014.01 - 2016.01
Youth Development Facilitator
United States Peace Corps
2009.01 - 2011.01
Head Instructor Taekwondo
American Taekwondo Association
2003.01 - 2008.01
Sales Support Specialist
BVI
2024 - 2025
Customer Support Specialist
BVI
2022 - 2024
MBA - Business Management
Brandeis University: Heller School
Master of Arts - Sustainable International Development
Brandeis University: Heller School
BA - Political Science, Women's Studies and Sociology
University of Arizona