Mary Lynn Bellamy
Acworth,Georgia
Summary
Dynamic Customer Relations Team Leader with a proven track record at Scheugenpflug, Inc., enhancing customer satisfaction and loyalty through expert CRM utilization and innovative service strategies. Skilled in fostering professional growth and inter-department collaboration, achieving notable increases in client retention and sales revenue. Excels in training and mentoring, underpinned by a strong foundation in Salesforce CRM and de-escalation techniques.
Overview
10
10
years of professional experience
Work History
Customer Relations Team Leader
Scheugenpflug, Inc.
05.2014 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed and implemented customer service policies and procedures.
- Managed high call volumes while maintaining excellent service quality, resulting in increased customer loyalty.
- Established clear expectations and performance standards for team members, leading to increased accountability and motivation.
- Reduced response times by optimizing the use of CRM tools and automating routine tasks.
- Fostered a collaborative work environment by facilitating regular team meetings and open discussions.
- Analyzed performance metrics to identify areas for improvement, implementing targeted initiatives to enhance results further.
- Mentored junior staff members on best practices in customer relations, fostering professional growth within the team.
- Maintained excellent relationships with key accounts by providing prompt, personalized service at all times, resulting in increased client retention rates.
- Boosted sales revenue with upselling and cross-selling techniques during customer interactions.
- Coordinated with management to develop strategies for improving overall team performance and delivering exceptional customer experiences.
- Collaborated with other departments to address complex customer issues, ensuring prompt resolutions and mutual satisfaction.
- Assisted customers with opening accounts and signing up for new services.
- Educated customers about Product or Service options and processed purchases.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Customer Relations/ Office -
Amberg Berufsschule
Amberg, Germany2004
Skills
- Customer Relations
- Training and mentoring
- Schedule Management
- Sales proficiency
- Inter-department collaboration
- Account Updates
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Relationship Building
- Data Entry
- Product Knowledge
- Work Prioritization
- Administrative and Office Support
- De-Escalation Techniques
- Professional telephone demeanor
- Customer Data Confidentiality
- Policies and Procedures Adherence
- Customer Relationship Management (CRM)
- Stock management
- Sales Quota Achievement
- Shipping procedures understanding
- Salesforce CRM
- Warehouse Management
- Inventory Restocking
- Shipment Receiving
- International Logistics
- Freight Forwarding
- Overseeing deliveries
Languages
German
Native or Bilingual
Timeline
Customer Relations Team Leader
Scheugenpflug, Inc.
05.2014 - Current
Customer Relations/ Office -
Amberg Berufsschule
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