Summary
Overview
Work History
Education
Skills
Certification
Phone
Timeline
Generic

NATALIE JONES

Buffalo,NY

Summary

Customer Care Specialist with over 25 years of experience in driving sales and delivering top-tier administrative support. Expertise in CRM systems, data analysis, and fostering cross-functional collaboration. Proven track record in team leadership, training, and maintaining high customer retention and satisfaction rates. Highly skilled in Microsoft applications and proprietary software systems, with a strong ability to adapt to new responsibilities.

Overview

16
16
years of professional experience
1
1
Certification

Work History

SALES SUPPORT OPERATIONS SPECIALIST

GARLAND TECHNOLOGY
Buffalo, NY
12.2022 - 04.2025
  • Delivered comprehensive administrative support to Regional Sales team through quote preparation, order processing, and schedule management.
  • Utilized Hubspot and Netsuite CRM software to track sales activities and maintain precise customer records.
  • Resolved customer inquiries and issues promptly, achieving top-tier customer satisfaction rates.
  • Collaborated with cross-functional teams to guarantee timely and accurate order fulfillment.
  • Managed sales territory forecasting and facilitated bi-weekly meetings for strategy alignment.

CUSTOMER SUPPORT

NISSHA MEDICAL TECHNOLOGIES
Buffalo, New York
01.2021 - 12.2022
  • Assisted customers with order requests via email and phone, ensuring prompt responses.
  • Evaluated complex customer-related issues and provided effective resolutions.
  • Collaborated with logistics department to obtain freight quotes and track shipments.
  • Managed stock and customized products according to customer contracts.
  • Served as first-level support for FDA quality complaints and return goods authorization.
  • Researched invoicing discrepancies and issued credits to accounts payable department.
  • Cross-sold alternative solutions to enhance customer satisfaction.
  • Organized multiple assignments efficiently under pressure.

CUSTOMER SUPPORT SPECIALIST

SAFETEC OF AMERICA INC
Buffalo, NY
08.2020 - 04.2021
  • Processed orders and resolved complaints through email and phone interactions with distributors.
  • Assisted account managers in upselling company products to enhance revenue.
  • Managed invoicing via electronic data interchange and online portals.
  • Provided guidance on product usage through company website resources.
  • Collaborated with freight carriers to manage returns and issue credits.
  • Executed receptionist duties while prioritizing customer support tasks.
  • Ensured pleasant first contact experiences for customers engaging with the company.

Customer Support Coordinator

INTERNATIONAL IMAGING MATERIALS INC.
Buffalo, NY
01.2017 - 03.2020
  • Delivered first-level escalation support to resolve order and shipping issues with freight companies.
  • Assisted Account Managers in exceeding customer expectations through proactive support.
  • Executed timely order entry to fulfill customer demands in fast-paced environment.
  • Processed credit requests efficiently to maintain operational flow.
  • Received Kudos Award for contributions that secured $200,000 in new business with MacArthur.
  • Recognized by customer for playing a pivotal role in selecting IIMAK based on support level.

Inside Sales/Customer Support

PFANNENBERG INC.
Buffalo, NY
01.2011 - 12.2017
  • Processed thermal management and signaling orders for new and existing customers.
  • Collaborated with logistics to ensure timely freight delivery within continental US.
  • Managed daily workflow from department inbox, distributing tasks to team members.
  • Supported Regional Sales Managers and Sales Representatives in customer retention efforts.
  • Resolved data discrepancies by acting as liaison between departments and external customers.

Loan Resolution - Customer Service Representative

ICT GROUP
Buffalo, NY
01.2009 - 12.2010
  • Facilitated resolution of elevated mortgage modification issues for phone representatives.
  • Compiled comprehensive documentation for borrower applications and inquiries.
  • Guided mortgage customers through loan modification processes, advising on payments and arrangements.

Education

AAS - Liberal Arts/Psychology

Erie Community College
Buffalo, NY

Skills

  • Order processing and logistics management
  • Sales operations and performance metrics
  • Customer relationship management and CRM software
  • Data analysis and workflow optimization
  • Cross-functional collaboration and teamwork
  • Effective communication and written communication
  • Problem resolution and problem-solving aptitude
  • Time management and multitasking
  • Attention to detail and adaptability

Certification

HubSpot Sales Software Certification, 2025

Phone

716, 250-8846

Timeline

SALES SUPPORT OPERATIONS SPECIALIST

GARLAND TECHNOLOGY
12.2022 - 04.2025

CUSTOMER SUPPORT

NISSHA MEDICAL TECHNOLOGIES
01.2021 - 12.2022

CUSTOMER SUPPORT SPECIALIST

SAFETEC OF AMERICA INC
08.2020 - 04.2021

Customer Support Coordinator

INTERNATIONAL IMAGING MATERIALS INC.
01.2017 - 03.2020

Inside Sales/Customer Support

PFANNENBERG INC.
01.2011 - 12.2017

Loan Resolution - Customer Service Representative

ICT GROUP
01.2009 - 12.2010

AAS - Liberal Arts/Psychology

Erie Community College

Similar Profiles

CREATE PROFILE