Michelle Cooper
Kirkwood, NY, US,NY
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Senior Distribution Liaison
Centralized Supply Chain Services
Kansas City, MO
08.2021 - 04.2023
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated with other departments on supply and quality issues.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
Customer Service Director
Maines Paper And Food Service
Conklin, NY
03.2000 - 02.2021
- Developed customer service scorecards to measure customer service performance.
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Susquehanna Valley Senior High School
Conklin, NYSkills
- Client Relationship Management
- Strategic Communication
- Staff Support
- Administrative Support
- Industry Trends
- Team Communication
- Client Support
- Leadership Communications
- Standard Operating Procedure
Timeline
Senior Distribution Liaison
Centralized Supply Chain Services
08.2021 - 04.2023
Customer Service Director
Maines Paper And Food Service
03.2000 - 02.2021
Susquehanna Valley Senior High School
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