Mary Melissa Repko
Summary
Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success. Experienced in Oracle, Onbase, People Soft, Salesforce, Outlook and MS Office.
Overview
14
14
years of professional experience
Work History
Account Manager, Inside Sales
Guest Supply
Columbus, OH
06.2021 - Current
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Answered customers' questions regarding products, prices and availability.
- Set up new accounts, established customer credit, and set up payment methods.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
- Identified key entry points to enhance market penetration and effectively analyzed data increase profitability.
- Created and updated customer accounts with relevant information.
Customer Service Representative
Guest Supply
Lorain, OH
05.2019 - Current
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Administrator
Invacare Corporation
Elyria, Ohio
11.2011 - 12.2017
- Managed the daily requirements of 25 warranty repair centers
- Updated and managed project databases Processed monthly labor and return parts credits
- Created corporate and departmental work instructions
- Entered warranty/ non-warranty billing into Oracle
- Conducted new repair center orientation and training
- Provided detailed monthly departmental reports to senior management
- Developed, Implemented and monitored programs to maximize customer satisfaction
- Upheld quality standards by monitoring and correcting work
- Reviewed all details on contracts and service agreements to ensure correct pricing
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency
- Prepared contracts, invoices, service agreements, repair statements and training certifications
- Generated certification process for new technicians and maintained compliance documentation.
Customer Service Representative/ Rehab Specialist
Invacare Corporation
Elyria, Ohio
07.2007 - 11.2011
- Entered orders and quotes
- Assisted customers with completing quick and efficient sales transactions to guarantee high level of customer satisfaction.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Regularly exceeded daily sales and product add-on quotas.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Upsell/Cross-sell
Education
Associate of Business Administration, Management - Business Administration And Management
Lorain County Community College
Elyria, OH05.2018
Skills
- Customer Service
- Strategy Development
- Oracle, Onbase, Outlook, Peoplesoft, Excel, Salesforce, MS Office, Gforce, Phocas
- Researched sales leads
- Account development
- Account management
- Goals and performance
- Prioritizing workflows
Timeline
Account Manager, Inside Sales
Guest Supply
06.2021 - Current
Customer Service Representative
Guest Supply
05.2019 - Current
Administrator
Invacare Corporation
11.2011 - 12.2017
Customer Service Representative/ Rehab Specialist
Invacare Corporation
07.2007 - 11.2011
Associate of Business Administration, Management - Business Administration And Management
Lorain County Community College