Sheila Ogle
Sarcoxie,MO
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. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Innerspring Manufacturing expertise, including competitive offerings, pricing and market positioning. Customer-focused professional with successful 20-year career in Bedding industry. Dynamic successful applying communication and prioritization skills in busy business environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
38
38
years of professional experience
Work History
Customer Service/Shipping Manager
Leggett & Platt, Inc BR 01
07.2016 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
Materials Manager
Leggett & Platt, Inc. Br 01
03.2014 - 07.2016
- Worked closely with purchasing team, leveraging power of commodities and materials in outlining trade and distribution agreements.
- Maintained material control and information systems, supporting manufacturing and balancing inventory surpluses with customer demand.
- Monitored safety stock levels and established order policies to balance inventory availability with minimal investment.
- Managed material flow through plants across global markets in support of lean manufacturing operations and measured cost management.
- Managed subordinates and gave directives, drafted schedules and comprehensively evaluated performance.
- Understood common material delivery methods using automated vehicles, conveyor belts and rail-guided distribution systems and determined best strategy for products.
- Monitored inventory levels and avoided shortages with timely replenishment of stock.
- Established and maintained accurate records of purchases, pricing and payment terms.
- Developed and tracked metrics to measure supplier performance and cost savings.
- Generated reports on purchasing activities to support management decisions.
Master Scheduler
Leggett & Platt, Inc BR 01
05.2012 - 03.2014
- Answered customer questions and fulfilled specialized client needs.
- Communicated with manufacturing floor and scheduling teams to determine production plans.
- Maintained customer-focus by interfacing with order entry for on-time deliveries and resolving problems.
- Collaborated with planning, operations and [Type] teams to improve material planning metrics for work order on-time deliveries.
- Performed analysis of materials to maximize product planning, capacity, product completion and delivery efficiency meeting customer and site requirements.
- Created and monitored production schedules from start to finish.
- Supported plant lean, safety, quality and continuous improvement efforts.
- Directed lead times, ordered quantities, reordered points and safet stock levels
- Updated management and clients on progress of production.
- Maintained accurate records and handled purchase orders.
- Flagged potential issues by monitoring timelines.
- Developed scheduling for certain tasks so that goods will be available when needed.
Customer Service Representative
Leggett & Platt, Inc Br 01
06.2008 - 05.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Payroll Clerk
Leggett & Platt, Inc Br 01
04.2006 - 06.2008
- Processed new hire paperwork and documents.
- Verified timekeeping records and handled any discrepancies with employees.
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Processed timecards and payroll data for team of employees.
- Completed payroll accurately and timely to meet employee expectations.
- Audited timesheets and payroll records for accuracy.
- Performed data entry tasks and maintained accurate records of employee payroll information.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Maintained confidentiality of employee records and payroll information.
- Processed manual checks for employees in accordance with company policies.
- Coordinated resolution of payroll discrepancies.
Wire Clerk
Leggett & Platt, Inc BR 01
12.2002 - 02.2006
- Processed documents and materials to disseminate information to appropriate parties.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Input data into spreadsheets and databases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Edited and proofread documents for accuracy and completeness.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Supported staff on special assignments and ad hoc projects.
Payroll Clerk
Transport Distribution Company
10.1999 - 12.2002
- Processed new hire paperwork and documents.
- Verified timekeeping records and handled any discrepancies with employees.
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Issued paychecks on designated pay dates to avoid employee dissatisfaction.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Responded to employee inquiries to clarify payroll issues regarding wages, deductions and taxes.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
Billing Clerk
Transport Distribution Company
09.1997 - 09.1999
- Entered and maintained billing information in company internal databases for accessibility.
- Verified accuracy of billing data and corrected discrepancies.
- Monitored outstanding invoices and performed collections duties.
- Managed invoicing and payment processing operations.
- Executed billing tasks and recorded information in company databases.
- Processed customer invoices, credit memos and payments within established timelines.
- Audited billing records to verify accuracy and completeness.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
Customer Service Representative
United Automotive Distributors Inc
09.1986 - 09.1996
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Seller's Clerk
Joplin Regional Stockyards
02.1986 - 09.1986
- Interacted with customers by phone, email, or in-person to provide information.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Monitored office supplies and made arrangements for restocking of low-stock items.
- Processed documents and materials to disseminate information to appropriate parties.
- Input data into spreadsheets and databases.
Education
Bachelor of Science - Business Administration And Management
Missouri Southern State University
Joplin, MO05.1996
High School Diploma -
Carthage Senior High School
Carthage05.1981
Skills
- Job and Task Observation
- Financial Transactions
- New Hire Training
- Billing and Filing
- Work Prioritization
- Continuous Improvements
- Exceptional Telephone Etiquette
- Warehousing
- Staff Management
- MS Office Expertise
- Customer Relationship Management (CRM) Software
- Customer Service
- Effective Workflow Management
- Logistics Policies and Procedures
- Conflict Management
- Exceptional Interpersonal Communication
- Leadership
- Managing Operations and Efficiency
- Coaching and Training
- Customer Experience Management
- High Customer Service Standards Adherence
- Collaborative Environments
- Product Knowledge
- Performance Tracking and Evaluations
- Account Resolutions
- Client Relations and Retention
- Positive and Constructive Feedback
- Personnel Training and Development
- Superior Computer Skills
- Purchasing and Procurement
- Verbal and Written Communication
- Correcting Discrepancies
- Conflict Resolution Techniques
- Time Management
- Microsoft Excel
- Employee Coaching and Mentoring
- Employee Performance Reviews
Timeline
Customer Service/Shipping Manager
Leggett & Platt, Inc BR 01
07.2016 - Current
Materials Manager
Leggett & Platt, Inc. Br 01
03.2014 - 07.2016
Master Scheduler
Leggett & Platt, Inc BR 01
05.2012 - 03.2014
Customer Service Representative
Leggett & Platt, Inc Br 01
06.2008 - 05.2012
Payroll Clerk
Leggett & Platt, Inc Br 01
04.2006 - 06.2008
Wire Clerk
Leggett & Platt, Inc BR 01
12.2002 - 02.2006
Payroll Clerk
Transport Distribution Company
10.1999 - 12.2002
Billing Clerk
Transport Distribution Company
09.1997 - 09.1999
Customer Service Representative
United Automotive Distributors Inc
09.1986 - 09.1996
Seller's Clerk
Joplin Regional Stockyards
02.1986 - 09.1986
Bachelor of Science - Business Administration And Management
Missouri Southern State University
High School Diploma -
Carthage Senior High School
Similar Profiles
Adrianna ShoemakerAdrianna Shoemaker
Human Resource Admin (Contract) at Leggett & PlattHuman Resource Admin (Contract) at Leggett & Platt
Danny MoralesDanny Morales
Material Handler/Forklift Operator at Leggett & Platt-Plant City, FLMaterial Handler/Forklift Operator at Leggett & Platt-Plant City, FL
Manan SagarManan Sagar
Production Associate at Leggett and PlattProduction Associate at Leggett and Platt