Michelle Thorn
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Lesaffre Yeast & Red Star Yeast
Milwaukee, Wisconsin
07.2023 - Current
- Managed a high volume of incoming emails, consistently meeting or exceeding response time targets
- Utilized CRM software to track customer interactions, update account information, and document case details
- Maintained up-to-date knowledge of product features, pricing, promotions, and company policies to provide accurate information to customers
- Resolved billing discrepancies promptly by working closely with the finance department to investigate and correct errors
- Managed end-to-end supply chain processes, including procurement, inventory management, and distribution
- Coordinated daily truck assignments to ensure timely deliveries
Customer Service Representative
Johnson Controls
Milwaukee, Wisconsin
08.1998 - 12.2022
- Managed over 50 customer calls per day.
- Provided account management support to all channels, including distributors, OEMs, and ABCs, and responded to customer calls and emails to answer questions about products and services.
- Educated customers on product, price, and policy changes to resolve issues and concerns effectively.
- Processed Quotes, orders and addressed inquiries from internal branch offices, sales, and other internal customers within designated time frames.
- Manages imaging inbox including all customers documentation and correspondence in a timely manner, issues credit/debit request and answers invoice inquiries for customers.
- Executed tasks utilizing internal systems like AMOS, NxGen, and Symix.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Developed strong customer relationships to encourage repeat business.
Education
Bachelor of Arts - Business Management
Concordia University Wisconsin
Mequon, WI05-2012
Skills
- Price quotes
- Customer relations
- Account management
- Sales support
- Order processing
- Billing resolution
- Inventory management
- Workflow optimization
- Attention to detail
- Time management
- Scheduling
- Microsoft Outlook
- Effective communication
- Conflict resolution
- Problem resolution
- Schedule mastery
- Product knowledge
Certification
- HVAC Introduction
- Certificate of Recognition for Diversity
Accomplishments
- Received a Customer Service Representative Service Star award through peer nomination.
Timeline
Customer Service Specialist
Lesaffre Yeast & Red Star Yeast
07.2023 - Current
Customer Service Representative
Johnson Controls
08.1998 - 12.2022
Bachelor of Arts - Business Management
Concordia University Wisconsin