Michelle Kill
Murfreesboro
Summary
Seasoned Customer Support leader with 23 years at Procon US, Inc., excelling in supervisory roles and team leadership. Demonstrated expertise in enhancing service efficiency, maintaining robust client relationships, and achieving significant revenue growth. Proficient in complex problem-solving, communication, and optimizing customer service workflows, driving a 20% reduction in response times.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
Procon US, Inc
07.2018 - Current
- Oversee a team of customer service representatives to maintain high-quality service and ensure customer satisfaction
- Develop and implement strategies, policies, and procedures that enhance customer service efficiency and effectiveness
- Train and mentor team members to promote a positive and collaborative work environment
- Resolve complex customer issues to ensure timely resolution and maintain robust client relationships.
International Export Coordinator
Procon US, Inc
10.2011 - Current
- Coordinate export activities to ensure adherence to international trade regulations and documentation protocols
- Prepare and review essential shipping documents, such as commercial invoices and certificates of origin
- Collaborate with logistics partners to guarantee efficient and cost-effective delivery, while maintaining precise shipment records and tracking details.
Shipping and Billing Coordinator
Procon US, Inc
12.2005 - Current
- Oversee shipping and billing processes to ensure precise and prompt order fulfillment
- Liaise with internal departments and external partners to organize shipments and manage transport logistics
- Prepare and validate shipping documents and invoices to meet customer specifications and compliance standards
- Address shipping inconsistencies and billing problems, collaborating with clients and finance personnel to maintain smooth operations.
Senior Account Representative
Procon US, Inc
10.2011 - 07.2018
- Serve as the primary point of contact for key account customers, addressing their needs and fostering strong client relationships
- Understand client-specific needs to deliver customized solutions that enhance customer satisfaction and loyalty
- Conduct business reviews to identify growth opportunities and maintain high levels of customer satisfaction
- Collaborate with cross-functional teams to formulate sales strategies aimed at achieving revenue objectives and resolving customer concerns efficiently.
Customer Service Representative
Procon US, Inc
12.2001 - 10.2011
- Provide outstanding customer service, addressing inquiries and resolving issues efficiently in a high-volume call center setting
- Navigate complex computer systems and applications to retrieve necessary information, ensuring accurate and timely assistance
- Maintain comprehensive records of customer interactions, documenting essential details and facilitating effective follow-up.
Skills
- Customer Service
- Communication
- Conflict Resolution
- Multitasking
- Time Management
- Account Management
- Team Leadership
- Billing
- Invoicing
- International Trade Regulations
- Shipping Processes
- Billing Procedures
Additionalinformation - Workexperience
- Procon US, Inc, Customer Service Supervisor, Oversee a team of customer service representatives to maintain high-quality service and ensure customer satisfaction., Develop and implement strategies, policies, and procedures that enhance customer service efficiency and effectiveness., Train and mentor team members to promote a positive and collaborative work environment., Resolve complex customer issues to ensure timely resolution and maintain robust client relationships.
- Procon US, Inc, International Export Coordinator, Coordinate export activities to ensure adherence to international trade regulations and documentation protocols., Prepare and review essential shipping documents, such as commercial invoices and certificates of origin., Collaborate with logistics partners to guarantee efficient and cost-effective delivery, while maintaining precise shipment records and tracking details.
- Procon US, Inc, Senior Account Representative, Serve as the primary point of contact for key account customers, addressing their needs and fostering strong client relationships., Understand client-specific needs to deliver customized solutions that enhance customer satisfaction and loyalty., Conduct business reviews to identify growth opportunities and maintain high levels of customer satisfaction., Collaborate with cross-functional teams to formulate sales strategies aimed at achieving revenue objectives and resolving customer concerns efficiently.
- Procon US, Inc, Shipping and Billing Coordinator, Oversee shipping and billing processes to ensure precise and prompt order fulfillment., Liaise with internal departments and external partners to organize shipments and manage transport logistics., Prepare and validate shipping documents and invoices to meet customer specifications and compliance standards., Address shipping inconsistencies and billing problems, collaborating with clients and finance personnel to maintain smooth operations.
- Procon US, Inc, Customer Service Representative, Provide outstanding customer service, addressing inquiries and resolving issues efficiently in a high-volume call center setting., Navigate complex computer systems and applications to retrieve necessary information, ensuring accurate and timely assistance., Maintain comprehensive records of customer interactions, documenting essential details and facilitating effective follow-up.
Roles And Responsibilities
- Supervise customer service team, ensuring high satisfaction and efficient service delivery.
- Implement policies to boost service efficiency, achieving measurable improvements.
- Mentor team members, fostering a collaborative and positive work environment.
- Resolve complex customer issues promptly, maintaining strong client relationships.
- Streamline workflows, reducing response times by 20%, enhancing overall customer satisfaction.
- Coordinate export activities, ensuring compliance with international trade regulations.
- Prepare and review shipping documents, including commercial invoices and certificates of origin.
- Collaborate with logistics partners for efficient, cost-effective delivery, maintaining shipment records.
- Streamline export processes by implementing efficient workflows, reducing delays by 14.7%, and ensuring compliance with international trade laws.
- Primary contact for key accounts, ensuring tailored solutions and high client satisfaction.
- Analyzed client needs to deliver customized solutions, boosting customer loyalty and retention.
- Conducted business reviews to identify growth opportunities and maintain customer satisfaction.
- Collaborated with teams to develop sales strategies, achieving revenue goals and resolving issues.
- Optimized key account strategies to drive 20% annual revenue growth while fostering long-term client loyalty.
- Oversee shipping and billing, ensuring timely order fulfillment and improved customer satisfaction.
- Coordinate logistics with departments and partners, minimizing shipment delays.
- Prepare and verify shipping documents and invoices, maintaining compliance with customer specifications.
- Resolve shipping and billing issues, collaborating with clients and finance to ensure smooth operations.
- Delivered exceptional customer service, resolving inquiries in a high-volume call center.
- Utilized complex computer systems to retrieve information, ensuring timely assistance.
- Documented customer interactions comprehensively, facilitating effective follow-up.
Timeline
Customer Service Supervisor
Procon US, Inc
07.2018 - Current
International Export Coordinator
Procon US, Inc
10.2011 - Current
Senior Account Representative
Procon US, Inc
10.2011 - 07.2018
Shipping and Billing Coordinator
Procon US, Inc
12.2005 - Current
Customer Service Representative
Procon US, Inc
12.2001 - 10.2011
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