Paula Baumgrotz
Yuma,AZ
Summary
A knowledgeable and dedicated Customer Service Representative with extensive experience in the customer support industry. A solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivate to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and result-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Very patient and empathetic customer service leader with extensive background in conflict resolution and customer care. Desire to leverage talents to pursue challenging and dynamic roles to achieve success. Attentive Customer Service Representative with 5+ years achieving customer service satisfaction and customer retention goals.
Overview
9
9
years of professional experience
Work History
Specialist I, Servmart Program
MSC Industrial Supply
04.2022 - Current
- Followed all company policies and procedures to deliver quality work including OSHA requirements
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Operated forklift to safely move and safeguard stock and supplies in warehouse.
- Completed cycle counts and monthly inventory.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Assisted in receiving, stocking and distribution of merchandise.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Helped train new employees in safe practices and warehouse procedures.
Mail Sorter
Fed Ex Ground
12.2021 - 02.2022
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Diagnosed unclear or unrecognized barcodes, documenting and communicating errors prior to resolving issue.
- Proved successful working within tight deadlines and a fast-paced environment.
- Utilized physical strength to move mail and packages of varying sizes and weights.
Claims Processor
State Of Arizona Department Of Economic Security
06.2021 - 11.2021
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
- Managed workload and priorities to meet claims processing meet deadlines.
Sales Representative
Spectrum
03.2018 - 04.2021
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Used customer insights to develop innovative sales strategies to increase sales.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Increased sales by offering advice on purchases and promoting additional products.
- Managed cash register after end of shift to balance and record accurate transactions.
- Maintained clean sales floor and straightened and faced merchandise.
- Managed efficient cash register operations.
Merchandiser
NAPA Auto Parts - Genuine Parts
12.2018 - 03.2019
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
Sales Associate
Cricket Wireless
05.2018 - 12.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Solved customer challenges by offering relevant products and services.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Customer Service Representative
Advanced Call Center Technologies LLC
04.2015 - 03.2018
- Answered customer questions and offered details about products and services while efficiently processing orders and managing account details.
- Assisted customers promptly and politely, via telephone.
- Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating positive feedback.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. (AER)
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma - undefined
San Luis High School
San Luis, AZ2014
Skills
- Credit card processing
- Complaint resolution
- POS systems expert
- Technical support
- Account Management
- Quick learner
- Good listening skills
- Call center
- Data entry
- Exceptional communication skills
- Price tagging and shelf labeling
- Retail sales professional
- Planogram design
- Customer Relations
- Sales expertise
- Settlement determinations
Timeline
Specialist I, Servmart Program
MSC Industrial Supply
04.2022 - Current
Mail Sorter
Fed Ex Ground
12.2021 - 02.2022
Claims Processor
State Of Arizona Department Of Economic Security
06.2021 - 11.2021
Merchandiser
NAPA Auto Parts - Genuine Parts
12.2018 - 03.2019
Sales Associate
Cricket Wireless
05.2018 - 12.2018
Sales Representative
Spectrum
03.2018 - 04.2021
Customer Service Representative
Advanced Call Center Technologies LLC
04.2015 - 03.2018
High School Diploma - undefined
San Luis High School
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