Lori Spain
Chesterfield,VA
Summary
Proven achiever in customer care, I excelled at MSC Industrial Supply by enhancing customer satisfaction and retention, and contributing significantly to surpassing sales targets. Skilled in complaint handling and fostering teamwork, my efforts led to a notable increase in repeat business. Leveraging excellent problem-solving and interpersonal skills, I consistently exceeded performance metrics, driving operational excellence.
Overview
15
15
years of professional experience
Work History
Regional Omni Channel Customer Care
MSC Industrial Supply
11.2009 - Current
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers, leading to increased repeat business.
- Contributed to team efforts in exceeding monthly sales targets through upselling products and services when appropriate.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Actively participated in weekly meetings and provided valuable input towards improving overall operations.
- Enhanced company reputation through excellent customer service and professional demeanor.
- Collaborated with team members to meet departmental goals and improve overall performance.
- Consistently met or exceeded performance metrics, contributing to the success of the department as a whole.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Associate of Arts - Accounting
Johnson & Wales University
Providence, RI05.1993
Skills
- Complaint Handling
- Excellent problem-solving abilities
- Customer Support
- Customer service background
- Quality Assurance
- Customer Relations
- Teamwork and Collaboration
- Computer Skills
- Calm and Professional Under Pressure
- Order Processing
- Cross-Functional Collaboration
- Multitasking
- Understanding Customer Needs
Timeline
Regional Omni Channel Customer Care
MSC Industrial Supply
11.2009 - Current
Associate of Arts - Accounting
Johnson & Wales University
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