Michele Ross
Concord,NC
Summary
Dynamic customer service professional with a proven track record at past jobs, excelling in active listening and critical thinking. Enhanced customer satisfaction through effective issue resolution and developed strong supplier relationships. Proficient in Microsoft Office Suite, ensuring accurate data entry and streamlined order processing for improved operational efficiency.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
MACQUEEN AUTOWORX
08.2022 - 05.2024
- Provided exceptional customer support, addressing inquiries and resolving issues effectively.
- Developed product knowledge to provide informed recommendations to customers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed and maintained relationships with suppliers to enhance product quality and reliability.
- Collaborated with service managers to ensure timely completion of repairs and maintenance, increasing overall customer satisfaction.
- Maintained cleanliness and organization of service area, adhering to health and safety standards.
- Processed cash, debit and credit card payments.
OFFICE MANAGER
WOTCO TOOLS
10.2016 - 07.2022
- Managed daily office operations, ensuring efficient workflow and communication among staff.
- Implemented filing systems and maintained office organization, improving accessibility of critical documents.
- Facilitated vendor communication and procurement processes, ensuring timely supply delivery.
- Oversaw inventory management, tracking supplies to prevent shortages or disruptions in workflow.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed shipping and receiving processes, ensuring timely and accurate order fulfillment.
- Streamlined documentation processes for incoming and outgoing shipments, enhancing accuracy in record-keeping.
- Collaborated with logistics teams to resolve shipment issues promptly, maintaining customer satisfaction levels.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Inspected merchandise and sent damaged pieces for repair before shipment.
- Maximized warehouse space utilization by reorganizing storage areas according to product types, sizes, and turnover rates.
- Increased order accuracy with diligent verification of product SKUs, quantities, and destinations before shipment.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Received shipments, verifying contents against purchase orders to ensure accuracy and completeness.
- Negotiated with suppliers to obtain better shipping rates, contributing to cost savings.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Sorted and delivered materials to different work areas and staff.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Requisitioned new supplies and maintained storage areas for smooth department operations.
- Troubleshot and resolved tool malfunctions, reducing downtime and improving production output.
- Implemented safety protocols within the tool room, reducing workplace accidents and promoting a safe working environment.
- Conducted regular inspections of tooling inventory, identifying opportunities for repair or replacement as needed to maintain optimal functionality.
- Inspected final products for quality and functionality.
- Requisitioned replacement tools, parts and equipment.
CUSTOMER SERVICE/Tool Technician
PORTABLE TOOL SERVICE
03.1992 - 05.2015
- Calibrated and maintained precision tools to ensure optimal performance and safety standards.
- Diagnosed tool malfunctions, implementing repairs to minimize downtime and maintain operational efficiency.
- Streamlined inventory management processes for tools, improving tracking accuracy and reducing losses.
- Maintained detailed records of tool repairs, maintenance, and inspections for accurate tracking and future reference.
- Effectively resolved customer complaints related to tool performance issues through thorough investigation, diagnosis, and appropriate action.
- Improved tool performance by conducting regular maintenance and repairs on equipment.
- Unpacked, inspected and stored new tools according to crib plans.
- Verified computer inventory against physical inventory and resolved discrepancies.
- Monitored incoming and outgoing tools to track locations.
- Used micrometer and visual inspections to evaluate tools for defects and wear.
- Requisitioned replacement tools, parts and equipment.
- Processed sales transactions accurately using point-of-sale systems and maintained inventory records.
- Assisted customers in identifying and selecting appropriate parts for repair needs.
- Coordinated with suppliers to ensure timely availability of parts, enhancing customer satisfaction.
- Managed returns and exchanges efficiently, resolving customer issues while maintaining positive relationships.
- Implemented inventory management strategies that reduced stock discrepancies and improved order accuracy.
- Assisted in conducting regular inventory audits to maintain accuracy and prevent discrepancies.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Stocked shelves, built displays and merchandised products enabling customers to find needed items and products.
- Ordered parts for customers, repair shops department for use in repair and servcing equipment.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Managed returns and exchanges effectively, resolving customer issues promptly and professionally.
- Organized parts storage and stocked inventory according to established guidelines.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Ordered parts from various distributors to fulfill demands.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Maintained and repaired a wide range of portable tools to ensure optimal performance.
Education
High School Diploma -
NORTH MECKLENBURG HIGH SCHOOL
Huntersville, NC06.1989
Associate of Arts -
Central Piedmont Community College
Charlotte, NC06.1991
Skills
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Appointment scheduling
- Order processing
- Microsoft Office Suite
- Microsoft outlook
- Data collection
- Technical support
- Customer relationship management (CRM)
- Quality control
Timeline
Customer Service Representative
MACQUEEN AUTOWORX
08.2022 - 05.2024
OFFICE MANAGER
WOTCO TOOLS
10.2016 - 07.2022
CUSTOMER SERVICE/Tool Technician
PORTABLE TOOL SERVICE
03.1992 - 05.2015
High School Diploma -
NORTH MECKLENBURG HIGH SCHOOL
Associate of Arts -
Central Piedmont Community College
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