Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Miranda Ponder

McDonough,GA

Summary

Dynamic professional with a proven track record at Vertex Business Services, excelling in customer service and conflict resolution. Skilled in ERP SAP and fostering positive customer relationships, I have effectively led teams to surpass performance goals and adeptly managed escalated issues, demonstrating a commitment to excellence and continuous improvement.

Overview

26
26
years of professional experience

Work History

Customer Service Representative

Indorama Ventures
Covington, GA
05.2017 - Current
  • Assisting and aiding sales team by updating contracted prices monthly based on CDI
  • Serving as point of contact between the customer, sales, inhouse logistics and freight forwarder to ensure customer satisfaction
  • Assist customers with pricing, invoicing and credits
  • Working with freight forwarders to ensure shipments are exported according to governmental guidelines and regulations
  • Effectively and accurately submit customer orders based on appropriate metrics (lbs or kgs)
  • Promptly follow up with customers and provide updates as needed
  • Work closely with production to determine material availability and promptly advise of any changes from our customers, sales manager or logistics
  • Served as the super user and trainer for many departments in the transition to the ERP SAP system
  • Which includes Logistics, Procurement, Customer Service & Finance

Operations Team Manager

Vertex Business Services
Kennesaw, GA
09.2012 - 04.2014
  • Promoted to Team Manager after receiving outstanding quality scores on a regular basis
  • Assumed accountability for ensuring a team of 20 plus agents are meeting their individual and team monthly performance goals
  • Complete human resource functions and administrative duties in addressing performance, work conduct issues, attendance, and FMLA; including report generation, timekeeping, scheduling, and pay resolution
  • Facilitated regular meetings to communicate individual and team performance goals and results
  • Motivated and developed a team plan through coaching, feedback, and personal development to enhance performance delivery
  • Met contractual obligations and maximize staff for sales and retention
  • Partnered with Training & Quality Assurance departments to identify skill development to ensure all performance needs are met
  • Served as the first point of escalation for procedural and technical issues
  • Developed and presented a coaching plan to staff on how to effectively resolve issues

Consumer Relations Analyst

Vertex Business Services
Kennesaw, GA
12.1998 - 09.2012
  • Partnered with the Georgia Public Service Commission, GNG office of the President, Governor’s Office of Consumer Affairs and Better Business Bureau to ensure all complaints are researched and resolved within 24 to 48 hours
  • Provided detailed feedback and coaching to management regarding events that lead to the complaint
  • Created reports regarding complaints that were presented to upper management for analysis
  • Resolved conflicts and rebuild relationships with customers and Georgia Natural Gas management
  • Performed complex billing adjustments, processed payments through Banner CIS
  • Proven experienced with customer service, account management, and Business to Business support by assisting Call Center personnel with non-routine calls that required deviation from standard screen, scripts, and procedures
  • Provided customers with efficient professional service and first call resolution through responsive timely telephone and email support
  • Completed monthly reports for the Public Service Commission CSI Database for Georgia Natural Gas Accounts
  • Maintained a positive work environment that supports a quality driven team and continuously looked for ways to improve customer service and reduce the number of customer complaints
  • Effectively supervised the completion of assigned tasks

Education

High School Diploma -

Newton County High
Covington
05-1983

Some College (No Degree) - Business Administration

Georgia Perimeter College
Decatur, GA

Skills

  • Customer Service
  • Conflict Resolution
  • Microsoft Office Suite
  • Salesforce
  • ERP SAP
  • Medical Terminology
  • Logistics Experience
  • Complaint resolution
  • Positive and professional
  • Building rapport
  • Credit card payment processing
  • Follow-up skills
  • Warehousing functions
  • [Software] CRM system proficiency
  • Microsoft Excel
  • Spreadsheets
  • Typing proficiency
  • POS systems expert
  • Training development aptitude
  • Call center experience
  • Escalation management
  • Call center procedures

References

References available upon request.

Timeline

Customer Service Representative

Indorama Ventures
05.2017 - Current

Operations Team Manager

Vertex Business Services
09.2012 - 04.2014

Consumer Relations Analyst

Vertex Business Services
12.1998 - 09.2012

High School Diploma -

Newton County High

Some College (No Degree) - Business Administration

Georgia Perimeter College

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Miranda Ponder