Renee Gaffney
Broadview Heights,OH
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Detail-oriented with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Vital Records Control Inc.
04.2008 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Created and reviewed invoices to confirm accuracy.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reduced outstanding account balances through diligent follow-up on overdue invoices
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Utilized Microsoft Excel, to manage invoices and payments.
- Matched purchase orders with invoices and recorded necessary information.
- Streamlined inventory management in the vault with detailed documentation and efficient organization.
- Performed vault duties to facilitate opening and closing of operations.
- Improved warehouse efficiency by implementing new inventory management systems and processes.
- Reduced order processing times by streamlining the picking, packing, and shipping processes.
- Managed a team of warehouse workers for optimal scheduling, task delegation, and overall productivity.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Education
High School Diploma -
Parma Senior High Scool
Parma, OH05.2004
Skills
- Call Monitoring
- Customer Service
- Report Preparation
- Complaint Resolution
- Account Management
- Administrative Support
- New Hire Training
- Shipping, Receiving, and Warehousing
- Microsoft Outlook, Word, and Excel
- Payment Coordination
- Payment Posting
- Invoice Processing
Timeline
Customer Service Manager
Vital Records Control Inc.
04.2008 - Current
High School Diploma -
Parma Senior High Scool
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