Lesley Godfrey
Converse,IN
Summary
Dedicated Senior Customer Service Representative with over 22 years of experience in fostering strong customer relationships. Proven track record in order processing, problem resolution, and multitasking to ensure exceptional service delivery. Expertise in effective communication and training, ensuring customer satisfaction while managing large sales and complex inquiries. Committed to enhancing customer experience and driving repeat business.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Representative
PCA
08.2020 - Current
- Oversaw processing of customer orders, including stock replenishment for warehouse inventory and tooling orders for production materials.
- Issued refunds, and price adjustments in compliance with company policies.
- Handled all price increase and decrease ensuring accuracy and compliance with company standards.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Engaged customers in person and over the phone to answer questions and address complaints.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to customers at all times.
Customer Service Representative
Welch Packaging
02.2014 - 05.2020
- Resolved customer inquiries and complaints, ensuring satisfaction and retention.
- Streamlined communication processes between departments to enhance service delivery.
- Trained new staff on company policies and customer service techniques.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Production Worker
Welch Packaging
11.2013 - 02.2014
- Operated packaging machinery to ensure efficient production flow.
- Conducted quality inspections to maintain product standards and specifications.
- Collaborated with team members to optimize workflow and reduce downtime.
- Trained new hires on safety protocols and operational procedures.
- Assisted in troubleshooting equipment malfunctions to minimize production interruptions.
- Maintained clean and organized workstations in compliance with safety regulations.
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Organized work to meet demanding production goals.
- Performed routine quality checks on finished products, ensuring adherence to company standards before shipping out units.
- Took on additional shifts during peak work periods to keep projects on schedule.
Shift Manager
Arby's
08.2013 - 11.2013
- Supervised daily operations to ensure optimal workflow and productivity among team members.
- Trained and mentored new staff on company policies and operational procedures.
- Implemented inventory management practices to minimize waste and enhance cost efficiency.
- Coordinated staff schedules to meet peak demand periods while maintaining service quality.
- Enforced health and safety regulations to promote a safe working environment for all employees.
- Conducted performance evaluations to identify training needs and improve team effectiveness.
Shift Manager
Arby's
08.2003 - 08.2013
- Coordinated work handoffs and schedules with other shift managers.
- Assisted the General Manager in administering policies and practices in areas such as human resources, compliance, safety, and quality assurance.
- Supervised hourly and temporary personnel, provided work direction and reviewed work processes.
- Addressed and resolved customer inquiries and complaints. Engaged with customers to ensure satisfaction with products offered.
- Tracked labor, sales, and inventory while managing operations to maximize returns.
Education
No Degree - Business Management
Ivy Tech
Fort Wayne, INHigh School Diploma -
DeKalb High School
Waterloo, IN2005
Skills
- 12 years experience in packaging
- 22 years in Customer Service
- Managed over 22 Million is Sales for 2025
- Customer Service Excellence
- Order Processing
- Problem Resolution
- Estimating/ Building Specs
- Product and Service Knowledge
- Customer support
- Account & Email Management
- Training
Timeline
Senior Customer Service Representative
PCA
08.2020 - Current
Customer Service Representative
Welch Packaging
02.2014 - 05.2020
Production Worker
Welch Packaging
11.2013 - 02.2014
Shift Manager
Arby's
08.2013 - 11.2013
Shift Manager
Arby's
08.2003 - 08.2013
No Degree - Business Management
Ivy Tech
High School Diploma -
DeKalb High School