Mandi Alt
Newton,Iowa
Summary
I am looking to work for a company that I can grow with. I am detailed oriented, and a fast learner. I am a very dependable, hard working employee. I am looking forward to becoming a valuable member of your company.
Overview
20
20
years of professional experience
Work History
Customer Service Representative / Team Lead
Schaal Plumbing, Heating and Cooling
Newton, IA
06.2021 - Current
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Facilitated team building activities to promote collaboration among staff members.
- Developed comprehensive reports detailing trends in customer inquiries or complaints.
- Assisted with the hiring process of new Customer Service Representatives.
- Performed quality assurance audits of calls handled by representatives.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Maintained up-to-date knowledge about products and services offered by the company.
- Monitored team performance metrics such as call wait times, average handle time and first call resolution rates.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Created, implemented and maintained departmental policies and procedures.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Implemented coaching techniques to help employees reach their full potential.
- Identified opportunities for process improvements within the department.
- Coordinated schedule to maintain appropriate staff coverage.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Trained staff to provide excellent customer service to challenging customers.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
Service /Dispatcher/Parts Specialist
Koch Office Group
Des Moines, Iowa
07.2014 - 03.2020
- I currently send service calls to 10 technicians
- I schedule deliveries of copy machines
- I take customers orders over the phone and email
- I enter time card information for 23 hourly employees at our location
- I assist with customers who come into our office
- I answer questions and resolve concerns for our customers
- I order parts and supplies/toner from vendors
- Created reports on current stock levels, cost analysis, and trends in ordering patterns.
- Conducted regular audits of parts inventory to ensure accuracy.
- Coordinated with purchasing department to order additional parts as needed.
- Maintained accurate records of all parts received and distributed.
- Compiled information related to part numbers, descriptions, suppliers into an electronic database.
- Tracked backorders and expedited deliveries as needed in order to maintain customer satisfaction.
- Verified incoming shipments against purchase orders to ensure accuracy of delivery.
- Researched new vendors in order to secure best prices for high-demand items.
- Monitored inventory levels of parts and materials, ensuring they were sufficient to meet customer demand.
- Sorted incoming packages into proper storage locations within the warehouse.
- Received and stocked incoming merchandise, arranging items in correct locations.
- Ordered new inventory for parts department and placed specific customer orders.
Warehouse Associate
Casey's General Stores
Ankeny, Iowa
11.2004 - 07.2014
Education
High School Diploma -
Stillman Valley
Stillman Valley, IL1997
Skills
- Detailed oriented
- Organized
- Time management
- Strong communication skills
- Attention to detail
- Fast learner
References
Michael Heuer Cell# 515-443-5882 meistern@mchsi.com Former co-worker.
Amber Moss Cell# 1-515-402-1376 armoss24@gmail.com fomer Co-worker
Timeline
Customer Service Representative / Team Lead
Schaal Plumbing, Heating and Cooling
06.2021 - Current
Service /Dispatcher/Parts Specialist
Koch Office Group
07.2014 - 03.2020
Warehouse Associate
Casey's General Stores
11.2004 - 07.2014
High School Diploma -
Stillman Valley
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