LORRAINE KLVANA
Summary
Collaborative, detail-oriented professional with over 25 years of experience in customer-facing sales and service roles. Dedicated to leveraging expertise to drive success and growth for a quality company. Passionate about building strong relationships with customers and colleagues to achieve mutual goals. Proven track record of exceeding targets and delivering exceptional customer service. Excited to bring skills to a new opportunity.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Southern Wine & Spirits
11.2009 - 06.2023
- Call Center Rep: 70-100+ calls a day. Entering orders, confirming prices and deals as well as product availability. Modify orders per requests. Entering pickup/exchanges, submitting for credit when required. Took ACH payments, notified AR department when needed. Enter and release bill and hold orders, working closely with warehouse. Answer delivery questions, worked with shipping department for route status. Made collection calls when needed, working with AR department. Processed credits after investigations. Noting account with details.
- New Accounts: Process applications for new accounts. Following SOP and strict NY State liquor laws. Running credit checks and bank references. Linking accounts together when warranted. Activate / de activate accounts based on liquor license status. Requests sales managers to assign sales representative(s). Confirming delivery address, preferred delivery days/times, noting special instructions. Set up ACH payment information. Updating customers information per sales and call center requests. Scan and file paperwork.
- Sales Support: Supported the off premise (liquor stores) wine sales reps. Took orders via phone and email. Ran and distributed reports daily and upon requests. Update orders. Investigate pending credits and discrepancies. Entered pickups and exchanges.
Estimator
Select-a-Form
01.2001 - 01.2009
- Estimated cost of jobs via verbal or written specifications from brokers, customers, and sales reps for custom business form manufacturer
- Completed data entry of precise orders for prepress, pressman, bindery operators, and shipping departments to follow
- Assisted in shipping with creating bill of ladings for single & multiple destinations with various forms of transportation
- Created accurate invoices in QuickBooks
- Worked with a team to complete precise print jobs for on-time delivery
Print Broker
Allied Office Products
01.1997 - 01.2001
- Estimated and oversaw purchasing of custom printed products with significant vendor, customer, and sales contact
Skills
- Strong verbal communication
- Facilitate interdepartmental communication
- Self-driven team member
- Proactive service problem solver
- Experienced in QuickBooks software
- Detail-oriented data management
- Saffire software and AS400 experience
- Skilled in document creation and email management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Service Representative
Southern Wine & Spirits
11.2009 - 06.2023
Estimator
Select-a-Form
01.2001 - 01.2009
Print Broker
Allied Office Products
01.1997 - 01.2001
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