Shelby Graham
Midland,TX
Summary
Detailed Service Writer known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Committed employee with a history of meeting company needs with consistent practices. Skills in working under pressure and adapting to new situations and challenges to best enhance the companies performance. Ambitious, Hard worker, anxious to create new goals and challenges.
Overview
1
1
year of professional experience
Work History
Service Writer
Yellowhouse Machinery Company
Midland , TX
01.2023 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Dealt with customer complaints inquires, used fast-tracking for problem resolution.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with machine updates, ordering, billing, declines, and technical support.
- Collected deposits or payments and arranged for billing.
- Made outbound calls to obtain account information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Retained strong technical terminology understanding in effort to better comprehend procedures.
- Organized information by using spreadsheets, databases or word processing applications.
- Resolved discrepancies in warranty coverage for customers.
- Communicated effectively both verbally and in writing with customers regarding their inquiries relating to their warranties.
- Collaborated with team members on special projects as needed.
- Built and maintained working relationships with peers and upper management.
- Collaborated with peers to meet strategic objectives and deliver on productivity and profitability targets.
- Maintained positive working relationship with fellow staff and management.
- Participated in and contributed to meetings by sharing concerns and ideas for improvements.
- Collaborated with team members to maximize productivity and efficiency.
- Assisted newly hired team members by explaining company procedures and safety requirements.
- Evaluated effectiveness of training programs and recommended improvements to upper management.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Utilized technology resources such as EQUIP, Service Delivery, Dealerpath, PARTS Advisor, and JD Warranty to improve learning.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Monitored progress of trainees during classes, adjusting instruction accordingly to maximize learning outcomes.
Education
Some College (No Degree) - Business Management
Angelo State University
San Angelo, TXSkills
- Warranty Processing
- Schedules Coordination
- Status Reports Maintenance
- Estimating Costs
- Maintaining Status Reports
- CITRIX Software Expertise
- Customer Service
- Communicating With Clients
- Account Management
- Call Documentation
- Customer Retention Strategies
- Understanding Customer Needs
- Business Development
- Policies and Procedures Adherence
- Service Terminology Knowledge
- Order and Refund Processing
- Relationship Building
- Professional Telephone Demeanor
- Database Management
- System Implementation
- Inbound and Outbound Calling
- High-Energy Attitude
- Calm Under Pressure
- Credit Card Payment Processing
- MS Office
- Invoice Preparation and Processing
References
References available upon request.
Timeline
Service Writer
Yellowhouse Machinery Company
01.2023 - Current
Some College (No Degree) - Business Management
Angelo State University
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