MOLLY MICHELLE ROCCO
Memphis,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in HVAC industry. Solid team player with outgoing demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with a passion for developing relationships, process improvement and growing businesses.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
28
28
years of professional experience
Work History
Integration Specialist
Kele Companies
Bartlett, TN
08.2007 - Current
- Worked with new companies Kele purchased and associates to facilitate integration
- Processed transactional documents such as orders, returns, quotes, etc. for the new company
- Trained associates in new systems
- Worked with the technology team, leadership and new associates to establish and put best practices in place
- Assisted the technology team with integration by making recommendations to current systems and processes
- Travelled to newly acquired locations to facilitate on-site training
- Temporarily served as lead to the customer service, purchasing and reception teams
- Handled overflow customer requests for the customer service team when overwhelmed or short staffed
- Assisted customer service reps with issues when escalation was needed
- Assisted local associates with work-from-home setup and troubleshooting, including hardware and network
Customer Care Representative
Kele Companies
Bartlett, TN
08.2007 - Current
- Conferred with customers to assess and address individual needs, providing timely and quality support via multiple systems
- Increased customer satisfaction by solving problems promptly and to customer expectations.
- Assisted call-in and walk-in customers with questions and orders
- Built long-term, loyal customer relationships by providing top-notch service and detailed order, account and service information
- Consulted with inside and outside parties to resolve discrepancies and create effective solutions
- Liaised with customers, management and sales teams to better understand customer needs and recommend appropriate solutions
- Reviewed electronic commerce orders and resolved issues to ensure customer satisfaction and timely invoicing
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Improved customer satisfaction by anticipating needs and providing outstanding support
- Maximized use of hardware and software by training users and interpreting instructions
- Coached and trained other users on functions, features and basic troubleshooting of multiple software systems
- Created training programs and instructional materials to further educate associates
Senior Inside Sales Representative
Kele Companies
Bartlett, TN
08.2007 - Current
- Maximized business potential by providing excellent customer service and ensuring client retention
- Used multiple software systems to maintain company database with essential account and sales data
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands
- Maintained up-to-date knowledge of available products
- Created and updated customer accounts with relevant information
- Created curricula, instructions and documents for various training courses
- Taught new team members correct procedures for multiple areas of the business
- Completed weekly open order reports for myself and other team members
- Worked with multiple departments within the organization to address issues to ensure open orders progressed to completion
Inside Sales
ADI
Columbia, SC
09.1997 - 08.2007
- Maximized business potential by providing excellent customer service and ensuring client retention
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands
- Maintained up-to-date knowledge of available products
- Created and updated customer accounts with relevant information
- Taught new team members correct procedures for multiple areas of the business
- Processed transactional documents such as orders, returns, quotes, etc. for walk-in and phone customers
- Created system quotes and orders for fire alarm, burglar alarm, CCTV, home theater, data and lighting systems
- Worked with customers to create customized systems to suit their needs
- Assisted warehouse team members with shipping and receiving when help was needed
Sales Assistant
ADI
Columbia, SC
09.1997 - 08.2007
- Answered incoming phone lines
- Greeted and directed walk-in customers
- Assisted call-in and walk-in customers with questions and orders
- Processed, picked and fulfilled customer orders at the sales counter
- Processed all customer returns and facilitated vendor returns
- Completed weekly open order reports
- Assisted warehouse team members with cycle counts and resolved inventory discrepancies
- Assisted warehouse team members with shipping and receiving when help was needed
Education
High School Diploma -
Airport High School
West Columbia, SCSkills
- Relationship development
- Process improvement
- Operational improvement
- Complaint resolution
- Administrative support
- Good listening skills
- Creative problem solving
- Exceptional Customer Service
- Adept multi-tasker
- SalesForce
- Microsoft Great Plains
- Microsoft Office
References
Personal and Professional references available upon request
Timeline
Integration Specialist
Kele Companies
08.2007 - Current
Customer Care Representative
Kele Companies
08.2007 - Current
Senior Inside Sales Representative
Kele Companies
08.2007 - Current
Inside Sales
ADI
09.1997 - 08.2007
Sales Assistant
ADI
09.1997 - 08.2007
High School Diploma -
Airport High School