Lori Morris
Gracey,KY
Summary
Dynamic Customer Service Manager with a proven track record at Derby Fabricating, excelling in complaint resolution and customer retention. Skilled in problem-solving and team building, I fostered a culture of continuous improvement, significantly reducing customer complaints and enhancing service delivery through effective communication and meticulous attention to detail.
Overview
31
31
years of professional experience
Work History
Customer Service Manager
Derby Fabricating
09.2012 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Created and reviewed invoices to confirm accuracy.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Customer Service Manager
FabSol
12.2008 - 09.2012
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Collaborated with IT department to streamline customer data management.
- Coordinated with product development team to address frequent customer issues.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
American National Rubber
04.1994 - 12.2008
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Trigg County High School
Cadiz, KYNo Degree -
Hopkinsville Community College
Hopkinsville, KYSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Adherence to high customer service standards
- Complaint resolution
- Excellent time management skills
- Customer relations
- Decision-making
- Issue resolution
- Product knowledge
- Customer retention
- Conflict management
- Meticulous attention to detail
- Administrative support
- Project management
- Work prioritization
- Product and service solutions
- Schedule coordination
- Shipping, receiving, and warehousing
- Service delivery optimization
- Team building
Timeline
Customer Service Manager
Derby Fabricating
09.2012 - Current
Customer Service Manager
FabSol
12.2008 - 09.2012
Customer Service Representative
American National Rubber
04.1994 - 12.2008
High School Diploma -
Trigg County High School
No Degree -
Hopkinsville Community College
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