RENEE HAGAN
SAINTCHARLES,MO
Summary
Detail-oriented Customer Support Specialist with a strong background in customer relationship management. Demonstrated success in resolving complex issues, enhancing service delivery, and fostering collaboration across cross-functional teams to elevate customer experiences.
Overview
20
20
years of professional experience
Work History
Customer Support Specialist
Brook & Whittle
St Louis, MO
04.2023 - Current
- Collaborated with cross-functional teams i.e Production & Ops Team, PrePress, Art Dept, Estimating, and Shipping teams to enhance service delivery and customer satisfaction.
- Resolved customer inquiries through multiple channels i.e. SalesForce Email, Outlook, Label Traxx, ShareFile and customer portals ensuring timely and effective support.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
Pricing Specialist
Pretium Packaging
Chesterfield, MO
09.2016 - 04.2023
- Updated all customer item pricing across 11 Nationwide manufacturing plant facilities.
- Utilized CDI monthly software to capture and process current resin pricing data for each resin pricing changes.
- Led pricing initiatives and models to support monthly CDI resin pricing positioning and provide customer updated pricing for current monthly pricing data.
- Collaborated with cross-functional teams, sales and marketing teams to ensure alignment on pricing strategies and initiatives were implemented in advance of increase.
- Maintained Corporate Sales/Customer Contracts and Expiration dates files and spreadsheet ensuring alignment with Sales business strategy.
- Mentored Customer Service and Sales Team for pricing processes and Oracle system Help Desk maintenance.
Customer Service Representative
Pretium Packaging
Chesterfield, MO
09.2013 - 09.2016
- Managed customer inquiries and resolved issues to enhance satisfaction and retention.
- Trained new team members on company policies and customer service protocols.
- Collaborated with cross-functional teams to streamline communication processes.
- Analyzed customer feedback to identify areas for service improvement initiatives.
- Addressed customer inquiries and resolved issues efficiently, enhancing overall satisfaction.
- Collaborated with sales team to identify customer needs and recommend tailored solutions.
Project Manager, Client Services
Titan Global Distribution
St Louis, MO
07.2009 - 08.2011
- Led cross-functional installation teams to roll out multi tier and reinstall kiosk displays across client projects on time and within budget.
- Developed project plans, timelines, and deliverables in collaboration with Warehouse and Installation teams to streamline communication processes between internal teams and clients to enhance project efficiency.
- Implemented best practices for project management, resulting in improved team performance.
- Oversaw resource allocation and risk management for multiple concurrent client projects.
- Cultivated strong client relationships through regular updates and feedback sessions.
Customer Care Representative
Titan Global Distribution
St Louis, MO
07.2006 - 03.2008
- Provided support in managing warehouse delivery receipt, order processing systems to streamline operations complete and ready at time of installation.
- Resolved customer inquiries efficiently, enhancing satisfaction and shipping documentation.
- Collaborated with cross-functional warehouse teams to provide service delivery and resolve processes, increasing accuracy in order fulfillment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
Education
Associate of Applied Science - Programmer Management
Sanford Brown Business College
St Ann, MO 06-1987
Skills
- Customer relationship management
- Microsoft Office
- Attention to detail
- Multitasking and organization
- Active listening
- Conflict resolution
- Adaptability and flexibility
- Collaborative team player
- Communication skills
- Sales support
Timeline
Customer Support Specialist
Brook & Whittle
04.2023 - Current
Pricing Specialist
Pretium Packaging
09.2016 - 04.2023
Customer Service Representative
Pretium Packaging
09.2013 - 09.2016
Project Manager, Client Services
Titan Global Distribution
07.2009 - 08.2011
Customer Care Representative
Titan Global Distribution
07.2006 - 03.2008
Associate of Applied Science - Programmer Management
Sanford Brown Business College