Roberta Severson
Summary
Accomplished Senior Customer Service Representative with 20 plus years experience combining Customer Service, Quality and Management in the Corrugate and Medical fields. Skilled in Microsoft Office Suite and renowned for outstanding communication and leadership abilities.
Overview
22
22
years of professional experience
Work History
Senior Customer Service Representative
Packaging Corporation of America
06.2014 - Current
- Initially hired as a Customer Service Representative and promoted to Senior Customer Service Representative within 4 years.
- Cross-trained and backed up Customer Service Manager.
- Interim for Customer Service Manager.
- Currently train and direct new employees
- Work closely with customers entering and processing orders.
- Set up new customers and new items. Orders dies, print plates and other items.
- Manage open orders and using back log to effectively meet customer needs.
- Work closely with sales, quality, scheduler, production, shipping, customer service and outside vendors to achieve maximum customer satisfaction and on time delivery.
- Cut BOLS for shipping for invoice only order.
- Work with quality manager to revise policies and procedures.
- Resolved customer issues using company processes and policies and provided updates to customers.
- Respond to customer calls and emails in a timely manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions.
- Provide primary customer support internal and external.
- Provided coaching and mentoring to new hires and existing employees.
- Run several reports for Sales, Customer Service and Customers.
- Maintain several spread sheets for sales, customer service and accounting.
- Train new and existing employees.
- Train and assist employees with AS400, CIMS and Customer Web Base Portals and Ariba.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Approve and submit time cards.
Senior Customer Service Representative
RockTenn, Smurfit-Stone Container
05.2009 - 10.2013
- Back up to the Customer Service Manager and Interim Customer Service Manager.
- Approved and submitted time sheets.
- Back up for shipping clerk.
- Trained existing and new employees.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails
- Set up new customers and items, entered orders, ordered print plates, dies, labels and other items.
- Priced existing and new items. Created quotes for new and established customers.
- Established strong rapport with customers and co-workers
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Collaborated with scheduler, production and shipping to organize efficient deliveries.
- Maintained several spread sheets for sales, customer service and customers
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Quickly responded to customer requests, offering excellent support.
- Maintain warehouse items and introduce min/max for inventory to help reduce aged inventory.
Quality Care Abstractor/Supervisor
Fairview Health Services
04.2002 - 04.2009
- Interviewed, hired and terminated employees.
- Trained new employees and cross-trained existing employee.
- Back up for clinic managers.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Resolved employee conflicts, actively listening to concerns and finding appropriate middle ground.
- Created and trained on going education for physicians and nurses.
- Performed audits, observations and evaluations on physicians and nurses to maximized employee performance to help improve clinical time management and efficiencies.
- Set goals for existing employees to improve job performance and monitor improvements.
- Ensured compliance with legal requirements by implementing comprehensive policies and training programs for employees.
- Controlled costs to keep business operating within budget and increase profit's; established and maintained central purchasing which increased profits by $400,000.00 a year.
Education
High School Diploma -
Blaine Senior High School
Blaine06.1993
Associate of Science - Medical Assistant/LPN
Anoka Technical College
Anoka, MN06.1988
Skills
- Customer Service
- Communication
- Problem-Solving
- Team Leadership
- Attention to Detail
- Adaptability and Flexibility
- Self Motivation
- Training and Development
- Microsoft Office Suite
Timeline
Senior Customer Service Representative
Packaging Corporation of America
06.2014 - Current
Senior Customer Service Representative
RockTenn, Smurfit-Stone Container
05.2009 - 10.2013
Quality Care Abstractor/Supervisor
Fairview Health Services
04.2002 - 04.2009
High School Diploma -
Blaine Senior High School
Associate of Science - Medical Assistant/LPN
Anoka Technical College
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