Monica Carey
Mayfield,NY
Summary
Dynamic professional with a robust background at Townsend Leather Company Inc., excelling in roles from Logistics Coordinator to R&D Director. Expert in invoicing and shipping documentation, coupled with exceptional customer service abilities. Proven track record in developing innovative products and enhancing customer satisfaction. Skilled in Microsoft Office and adept at fostering team growth and efficiency.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Logistics Coordinator
Townsend Leather Company Inc.
10.2020 - Current
- Reviewed paperwork to determine priorities and set daily shipping schedules.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customer service representatives.
- Drafted and managed invoicing and shipping of orders, bills of lading, and all other shipment routing materials for accurate and compliant recordkeeping.
- Processed and handled high-volume paperwork and the day-to-day invoicing and shipping, overseeing large volume of packages shipped each day.
R & D Director
Townsend Leather Company Inc.
09.2017 - 09.2019
- Communicating and working directly with various teams (including Technical, Production, QC, Sales & Marketing, and Customer Service) to successfully develop products that meet customers’ needs for quality and performance and overall market acceptance as well as Townsend’s costs and capabilities.
- Providing training to Townsend’s internal teams on new product launches and in general help the internal promotion of the company’s products.
- Working and communicating with outside vendors on additional services to our leather
- Proposing new product designs and vet potential collaborators outside of Townsend
- Reviewing new product development through strike-offs and troubleshooting any potential issues with the Production/Technical and Customer Service/Sales teams.
- Collaborating with Marketing and Sales Team to bring products to market with understanding of product characteristics, appropriate price structure, and other supports already in place.
- Helping ensure physical library of master and reference samples is updated and efficient for various production departments.
- Helping develop or staying within budgets for product line launches.
Customer Service Representative
Townsend Leather Company Inc.
01.2007 - 09.2017
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for Customer management system.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service team members.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel on operating procedures and company services.
Bank Teller
NBT Bank
03.2002 - 12.2006
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Reconciled cash drawer and resolved discrepancies.
- Sold and cross-sold bank products to new and existing customers.
- Counted and packaged currency and coins.
- Provided customer records, account statements and copies of checks.
- Removed mutilated currency from circulation.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
Education
Associate of Arts - Liberal Arts And General Studies
Fulton Montgomery Community College
Johnstown06-2001
Skills
- Excellent interpersonal skills to successfully handle a variety of customer interactions and work alongside other bank employees effectively
- The ability to work well under pressure to handle customer issues efficiently
- Exceptional customer service abilities to adequately address customer inquiries and promote the company's services
- Problem-Solving & Analytical Thinking
- Invoicing and shipping documentation
- Customer Service & Sales Support
- Cost-reduction strategies
- Microsoft Word, Excel, and Outlook expertise
- Staff education and training
- Money handling abilities
- Deposit and withdrawal management
Certification
- Certified Yoga Instructor
Timeline
Logistics Coordinator
Townsend Leather Company Inc.
10.2020 - Current
R & D Director
Townsend Leather Company Inc.
09.2017 - 09.2019
Customer Service Representative
Townsend Leather Company Inc.
01.2007 - 09.2017
Bank Teller
NBT Bank
03.2002 - 12.2006
- Certified Yoga Instructor
Associate of Arts - Liberal Arts And General Studies
Fulton Montgomery Community College
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