Michelle Grau
Lake Elsinore,CA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations at Bearpaw, leveraging skills in Customer Relationship Management (CRM) and advanced Excel. Expert in driving process improvements and adept at managing complex customer interactions. Recognized for exceptional communication and problem resolution abilities, significantly contributing to team and business success. 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
24
24
years of professional experience
Work History
Customer Service Specialist
Bearpaw
08.2021 - Current
- Develop and execute customer service strategies that optimize efficiency, minimize cost, and improve customer satisfaction
- Lead cross-functional teams to identify opportunities for process improvement and drive implementation of best practices across the supply chain
- Serve as the main point of contact between the customer service department, sales team, and planning department, facilitating efficient communication and collaboration.
- Interact with sales representatives and customers to understand customer requirements, resolve issues, and provide timely updates on order status and availability.
- Monitor the order fulfillment process, identify bottlenecks, and implement improvements to enhance efficiency and meet customer expectations.
- Coordinate with warehousing and logistics teams to ensure smooth order processing, shipping, and delivery.
- Develop and maintain customer service procedures, policies, and standards to deliver consistent service.
- Be recognized as your department’s subject matter expert by peers and customers
- Mentor and train customer service team as required
- Represent the Customer Service department in process development, functional group, or business unit meetings and/ or projects
Executive Assistant / Accounting Clerk
Glantz, Beggans and Glantz, LLP
01.2001 - 12.2006
- Executive Assistant to Managing Partner
- Handled confidential and sensitive financial information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and responded accordingly to support executive correspondence
- Basic bookkeeping, payroll tax and sales tax preparation for firm clients
- Individual client tax preparation
Skills
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Complaint Handling
- Problem Resolution
- Customer Order Management
- ERP Full Circle
- Nu Order
- Advanced Excel
Timeline
Customer Service Specialist
Bearpaw
08.2021 - Current
Executive Assistant / Accounting Clerk
Glantz, Beggans and Glantz, LLP
01.2001 - 12.2006
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