Stephanie Beaken
Coral,PA
Summary
Currently I am seeking to grow and advance within my career at Zoro. I have excelled and mastered our responsibilities and procedures in Customer Service. I have gone above and beyond my current role and responsibilities by discovering an issue with our new return process and escalated the issue to management for improvement. In addition, I was selected for a stretch assignment on our Knowledge Base Team as a Document Specialist and participated in our leadership Badging Program. I continue to educate myself outside of work and recently obtained a professional certificate through Data Analytics. I have become proficient in Excel and Google Sheets, Big Query and SQL. Tableau and Looker, and R Studio.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Zoro Tools
Chicago, IL
01.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Managed escalated situations efficiently, maintaining professionalism under pressure, while quickly finding satisfactory resolutions for both customers and the company alike.
- Resolved customer issues with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Processed customer orders and quotations accurately.
- Assisted customers with order status, provided tracking numbers and carrier information.
- Worked with carriers to locate delayed shipments, expected dates of arrival to customer, and determined lost shipments.
- Processed customer return authorizations for stock and third party vendor items according to company procedures.
- Assisted with order cancellation requests and suggested alternate items to sell Zoro products.
- Supported customers by troubleshooting Zoro.com web errors and issues and escalated issues to the appropriate teams.
- Processed Service Desk tickets according to Customer Service procedures.
- Utilized SAP for Stock, DSD, and JVL order status, tracking information, return information, and warehouse selection.
- Utilized Looker to monitor and maintain metrics.
- Assisted the Customer Service Knowledge Base Team by performing a stretch assignment as a Document Specialist from March 2023 to June 2023.
- Participated in the Zoro Badging Program to gain leadership skills.
Assistant Manager
Dollar Tree
Apollo, PA
08.2017 - 01.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff by promoting teamwork and fostering a positive work environment.
- Oversaw daily cash intake and deposits, ensuring accurate financial reporting and minimizing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Mentored team members to enhance professional development and accountability in workplace.
- Assisted with unloading freight trucks and checking in inventory from drop ship vendors and processed return credits to warehouse and vendors.
Education
Business Accounting
Southern New Hampshire University
Hooksett, NHNursing
Westmoreland County Community College
Youngwood, PALiberal Arts And General Studies
University of Pittsburgh - Greensburg
Greensburg, PAProfessional Certificate - Data Analytics
Google Coursera
04.2024
High School Diploma -
Hempfield Area Senior High School
Greensburg, PA06.2009
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Prioritization
- Data Collection and Entry
- Microsoft Excel and Google Sheets
- Product Knowledge
- Order Processing
- Order Fulfillment
- Follow-up skills
- Shipping and Logistics
- NetSuite
- SAP
- Looker
- SQL
- Big Query
- Tableau
- Kaggle
- R Studio
Timeline
Customer Service Representative
Zoro Tools
01.2021 - Current
Assistant Manager
Dollar Tree
08.2017 - 01.2021
Business Accounting
Southern New Hampshire University
Nursing
Westmoreland County Community College
Liberal Arts And General Studies
University of Pittsburgh - Greensburg
Professional Certificate - Data Analytics
Google Coursera
High School Diploma -
Hempfield Area Senior High School