Lori Hollis
Red Lion,Pennsylvania
Summary
Results-oriented customer service professional with extensive experience building partnerships, managing internal procedures, and providing outstanding service to internal and external customers.
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Inside Sales and Customer Service Representative
Datum Storage Solutions
10.2021 - 11.2024
- Managed high volume of incoming calls
- Exhibited customer service excellence by fostering a welcoming environment
- Processed orders quickly and efficiently
- Onboarded new customers including ensuring completion of new forms, and credit information
- Partnered with management to research and resolve customer issues
- Worked closely with production and transportation to expedite orders
- Managed West Coast customers and sales database
- Trained new employees on processes and operational systems
- Qualified inbound and outbound leads by assessing their needs
- Scheduled meetings and coordinated follow-up communications to move prospects through the sales pipeline
- Sandler trained sales specialist
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
Inside Sales and Customer Service Representative
ISG Technologies
01.2016 - 01.2021
- Managed customer billing and credit inquiries
- Collaborate closely with the sales team to ensure a smooth handoff of qualified leads
- Resolved customer concerns through efficient troubleshooting
- Managed collections process
- Trained new employees on procedures
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Created and maintained detailed database to develop promotional sales.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Tessco Technologies
01.2005 - 01.2015
- Managed inventory procedures including stocking, reconciliation and maintained database
- Conducted extensive research on customer issues
- Built relationships with customers through phone calls and emails and records information in customer relationship management software
- Assisted accounting department with resolving billing and credit issues
Education
High School -
Southwestern High School
Baltimore, MDSkills
- Microsoft Suite
- Navision
- Zendesk
- HubSpot
- Acumatica
- Goldmine
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Data collection
- Prioritization
- Customer relationship management (CRM)
- Staff training
- De-escalation techniques
- Building rapport
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order fulfillment
- Recordkeeping strengths
- Account updating
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Service standard compliance
- Product promotion
- Document control
- Brand representation
- Quality assurance controls
- Escalation management
- Shipping and logistics
- CRM software
- Delivery scheduling
- System implementation
- Receiving support
- Process optimization
- Record preparation
- Consultative sales
- Report creation
- [Software] CRM system proficiency
- Report preparation
- Credit adjustments
- Promotional support
- Key stakeholder relationship building
- Report generation
- Lead generation
Timeline
Inside Sales and Customer Service Representative
Datum Storage Solutions
10.2021 - 11.2024
Inside Sales and Customer Service Representative
ISG Technologies
01.2016 - 01.2021
Customer Service Representative
Tessco Technologies
01.2005 - 01.2015
High School -
Southwestern High School
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