Michele Smading-Parsley
Springfield,MO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
IWX Motor Freight
08.2012 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of their needs.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
RBX
Springfield, MO
08.2001 - 08.2011
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
Education
No Degree - Math/Accounting
Missouri State University
Springfield, MO05.1987
Skills
- Complaint Resolution
- Account Updating
- Report Generation
- Data Entry
- Call Management
- Data Collection
- Appointment Scheduling
- Promotional Support
- Prioritization
- Product Knowledge
- International Sales Support
- Coordination
- Spreadsheets
- Account Management
- Product Education
- Critical Thinking
- Documentation
- Client Relations
- Staff Education and Training
- Shipping Procedures Understanding
- Professional Telephone Demeanor
- Multi-Line Phone Talent
- Microsoft Office Suite
- Research
- Customer Service
- Microsoft Outlook
- Recordkeeping Strengths
- Receiving Support
- Computer Proficiency
- Delivery Scheduling
- Proofreading
- Active Listening
- Route Management
- Microsoft Excel
- Travel Planning
- Money Handling Abilities
- Warehousing Functions
- Paperwork Processing
- Scheduling
Accomplishments
Spear-headed a team of co-workers in building the Driscoll Berry North American account to achieving a profitable margin. Through this hard work and dedication, we were named carrier of the year for 2021 and 2022. And currently on the road to achieve the same for 2023.
Timeline
Customer Service Representative
IWX Motor Freight
08.2012 - Current
Customer Service Representative
RBX
08.2001 - 08.2011
No Degree - Math/Accounting
Missouri State University
Hobbies
Traveling - recent travels include Destin, Cozumel and an Alaskan cruise.
Live music - We have attended a handful of concerts this year from Tulsa to KC and Nashville.
Dogs - I am a dog lover by heart and we have 3.
Collecting Christmas ornaments from our travels.
Landscape photography.
Sports - we love going to baseball and football games.
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