Melissa Lamb

Provide Support to Lumber and Softwood Plywood

Order Entry

Liaison between Mills and Sales Teams

Resolve issues regarding orders

Work directly with Mills to transfer Product

Train New Hires on our order system

Work well in a team setting, providing support and guidance

Proven ability to learn quickly and adapt to new situations.

Self-motivated, with a strong sense of personal responsibility.

.Create Invoices for Misc Customers

. Process Month End

. Create New Sku Item Numbers

. Process monthly reoccurring Invoices

. Contact customer on past due balances

• Answer customer calls, take payments over phone, setup new draws, and create new contracts for clients.
• Post and balance daily drivers batches. Balance daily fuel inventory, and close daily service orders.
• Fully responsible for communicating with route drivers regarding out of gas calls and possible leaks.
• Address and resolve customer issues/complaints. Provide leadership for maintaining detailed records.

• Resolved billing or service complaints; referred grievances to designated departments for investigation.
• Sent daily ACH file to bank while processing the RTM items and applied back to customer accounts.
• Setup new accounts on Electric Check. Researched and applied missing or misapplied payments.
• Ran daily balancing reports and refund checks. Answered calls from call center and/or from customers.
• Utilized knowledge and skills in training new employees coming into the Billing Payment Research Team.
• Verified account information including balances for payments. Submitted accounts to collections as needed.
• Resolved complex service problems. Researched service orders and utility requests based on payment record.

• Demonstrated ability in calling customers with inactive service that had a balance of 30 days or greater.
• Worked closely with various collection agencies for accounts that were going to be transferred over.
• Recommended ways to identify fraud and identity theft. Arranged payments on inactive account balances.
• Resolved irate customer concerns, diffused hostilities in a non-defensive posture. Processed and posted payments and adjustments. Answered customer's billing questions and issued credit adjustments.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Processed customer service orders promptly to increase customer satisfaction.