Summary
Work History
Education
Skills
Timeline
Generic

Susan Hodges

Thomasville,NC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Work History

Customer Service Specialist

Wood House Upholstery
High Point, NC
08.2020 - Current
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
  • Maintained financial accounts by processing customer adjustments.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Worked closely with Accounting and assisted Accounting to properly apply customer remittances.
  • Processed bill reminders and consulted with third-party collection agency to resolve past-due customer accounts.
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.

Assistant to Customer Service Manager

American Woodcrafters
High Point, NC
01.2019 - 03.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.

Senior Customer Service Representative

Heritage Home Group
High Point, NC
03.2014 - 01.2019
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each of the twelve team members.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

Retail Customer Service Specialist

Thomasville Furniture Industries
Thomasville, NC
08.1977 - 03.2018
  • Performed all tasks related to good customer service inclusing case good and upholstery order entry and maintenance, shipment relaease and credit memo processing.
  • Responded to average of 25 emails and 15 phone calls in timely manner to generate customer satisfaction.
  • Analyzed backlog order status and upholstery suspended orders to generate shipments.

Accessory Processor

Thomasville Furniture Industries
Thomasville, NC
09.2012 - 03.2014
  • Processed accessory invoices from email and vendor portals and processed manual invoices
  • Partnered with outside vendors and various other departments to provide information on products and services as related to SKU set up, pricing, invoicung issues and shipment information.
  • Assisted withvendor and customer communication by working with outside vendors and suppliers to deliver and expedite products in a timely manner.
  • Maintained and monitored purchase order reports to ensure accuracy and vendor accountability.

National Accounts Team Leader

Thomasville Furniture Industries
Thomasville, NC
03.2008 - 09.2012
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Led team of four members while providing exceptional customer service.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.

Education

Associate of Applied Science -

Davidson County Community College
Lexington, NC
08.1976

Skills

  • Committed, competent, capable senior level customer service professional
  • Demonstrates excellent work ethic and projects positive image
  • Possess effective communication skills and works well with others - team player
  • Proven track record and outstanding reputation for initiative, ability to learn and adapt quickly with superior talents in building and establishing relationships

Timeline

Customer Service Specialist

Wood House Upholstery
08.2020 - Current

Assistant to Customer Service Manager

American Woodcrafters
01.2019 - 03.2020

Senior Customer Service Representative

Heritage Home Group
03.2014 - 01.2019

Accessory Processor

Thomasville Furniture Industries
09.2012 - 03.2014

National Accounts Team Leader

Thomasville Furniture Industries
03.2008 - 09.2012

Retail Customer Service Specialist

Thomasville Furniture Industries
08.1977 - 03.2018

Associate of Applied Science -

Davidson County Community College

Similar Profiles

CREATE PROFILE
Susan Hodges