Lori McDowell
COLLEGE STATION,TX
Summary
I have an extensive background of customer service. I am looking for a job that I can work not only using the skills I have but learning new skills as well. I am looking for a job that will assist me in elevating my self both personally and professionally, IOrganized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Supplier Engagement Specialist
Wayfair
07.2016 - 02.2023
- Developed successful engagement plans and activities to build customer relationships and draw attention to corporate brand.
- Met with potential customers to discuss services and establish new relationships.
- Contacted clients on [Timeframe] basis to determine satisfaction levels and areas requiring immediate improvement.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Enhanced client satisfaction by effectively addressing and resolving issues in a timely manner.
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention.
Administrative Assistant
Central Texas Air
07.2015 - 03.2016
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Inventoried and ordered supplies for office.
- Scheduled appointments, meetings and events for management staff.
- Maintained accurate department and customer records.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Organized both physical and digital files and updated reports to coordinate project materials.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Scheduled staff and monitored resource allocation to provide optimal coverage and service.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
Customer Care Representative
Xylem Inc.
08.2001 - 05.2014
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Provided feedback on customer service efficiency to deliver better support options.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Prepared customer reports by gathering data collected during customer interactions.
- Processed customer account changes with proprietary software.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
Education
Associates - Medical Insurance Billing
Medcerts
Remote08.2023
Certified Nurses Assistant (CNA) - Medical
Blinn College
Bryan, TX05.1998
Administrative Assistant - Business
Brazos Business College
Bryan, TX03.1993
Skills
- Complex Problem Solving
- Time Management
- Detail-Oriented
- Cross-departmental Alignment
- Verbal and Written Communication
- Customer Retention Strategies
- Microsoft Office
- Decision Making
- Conflict Resolution
- Online Presence Monitoring
- Complaint Resolution
- Relationship Building
- Problem-Solving
- Customer Service
- Team Collaboration
- Internal Communications
- Self Motivation
- Adaptability
- Multitasking Abilities
- Problem-solving abilities
- Data Entry
- Professional Demeanor
- Written Communication
- Organizational Skills
- Problem-solving aptitude
- Professionalism
- Excellent Communication
- Reliability
- Active Listening
- Effective Communication
Timeline
Supplier Engagement Specialist
Wayfair
07.2016 - 02.2023
Administrative Assistant
Central Texas Air
07.2015 - 03.2016
Customer Care Representative
Xylem Inc.
08.2001 - 05.2014
Associates - Medical Insurance Billing
Medcerts
Certified Nurses Assistant (CNA) - Medical
Blinn College
Administrative Assistant - Business
Brazos Business College