Susan Moore
Great Falls,MT
Summary
Customer Service and Order Processing Specialist with extensive experience in handling inquiries, managing orders, and resolving issues. Proven track record in maintaining accurate records, utilizing software for efficient data entry, and improving customer satisfaction. Brings strong problem-solving abilities and a proactive approach to enhancing service quality. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Montana Moulding and Sign Supply
Billings, MT
10.2020 - 07.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
Order Processor
Montana Moulding and Sign Supply
Billings, MT
10.2020 - 07.2024
- Reduced order discrepancies by maintaining up-to-date knowledge of inventory levels and product availability.
- Demonstrated expertise in utilizing company-specific software systems for inputting and tracking customer orders accurately and efficiently.
- Streamlined order processing time with efficient data entry and accurate documentation of customer orders.
- Improved customer satisfaction by promptly addressing inquiries regarding order status, shipping details, and product specifications.
- Maintained comprehensive records of all processed orders for future reference, aiding in tracking shipments and resolving disputes.
- Managed high-volume order entry while maintaining exceptional attention to detail, contributing to a reduction in errors and subsequent returns or exchanges.
- Examined orders to confirm accuracy, completeness and adherence to customer requirements.
- Processed customer orders in line with established policies and procedures.
- Input order information into system and updated customer accounts to document and track customer orders.
- Communicated with customers to address order inquiries, changes and cancellations.
- Provided regular updates to customers regarding orders to maintain transparency and customer trust.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Processed and handled customer complaints, answering questions, and providing alternative solutions.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
- Recommended merchandise and services that would meet customer needs.
Phone Representative
Henry Schein
Billings,MT
06.2019 - 10.2020
- Managed multiple phone lines simultaneously, prioritizing calls effectively to maintain quality service standards.
- Adapted communication style according to individual caller requirements, resulting in enhanced customer experiences.
- Conducted thorough follow-ups with customers after initial contact, ensuring satisfaction levels were met or exceeded.
- Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
- Navigated specialized software confidently, ensuring smooth transactions and record-keeping accuracy.
- Built strong rapport with customers, establishing trust and fostering loyalty to the brand.
- Retained dissatisfied customers by offering tailored solutions that addressed their specific needs or issues comprehensively.
- Handled difficult situations calmly, utilizing conflict resolution techniques for successful outcomes.
- Improved customer satisfaction by providing timely and accurate information on products and services.
- Participated in training programs, applying new knowledge to enhance skills and job performance.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
Shipping and Receiving Clerk
Henry Schein
Reno, NV
11.2009 - 10.2020
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Resolved shipping issues promptly, minimizing impact on delivery schedules and customer relations.
- Received shipments, verifying contents against purchase orders to ensure accuracy and completeness.
- Reduced instances of damaged goods, carefully packing and securing items following best practices.
- Managed return process for defective or unwanted products, ensuring proper documentation and stock adjustments.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Handled day-to-day shipping and receiving overseeing more than 200 packages per day.
- Conducted research to address shipping errors and packaging mistakes.
Shipping and Receiving Clerk
Montana Moulding and Sign Supply
Billings, MT
11.2018 - 06.2019
- Partnered with representatives from different carriers to arrange materials shipments.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
- Handled day-to-day shipping and receiving overseeing more than 15 packages per day.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Received shipments, verifying contents against purchase orders to ensure accuracy and completeness.
- Coordinated with carriers to schedule pickups, optimizing delivery timelines and minimizing delays.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.
Picker Packer
Henry Schein
Reno, NV
11.2009 - 07.2018
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Reduced shipping errors by thoroughly checking each item before packaging for shipment.
- Demonstrated ability to multitask while maintaining attention to detail, resulting in more accurate order fulfillment rates over time.
- Demonstrated adaptability during peak season periods by quickly adjusting to increased workloads and demands.
- Picked and packed order items.
- Followed orders precisely for correct items, sizes and quantities.
- Kept work areas neat, clean and free from debris.
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
- Safely and securely loaded items to prevent damage during transport.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Prepared and checked outbound shipments for accuracy.
- Reviewed order slips, picked products and staged merchandize to be shipped.
- Reviewed printed tickets or digital orders to get item numbers and merchandise locations.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Managed timely and effective replacement of damaged or missing products.
Education
High School Diploma -
El Camino Real High School
Woodland Hills, CA06.2003
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Client Relations
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Order Processing
- Prioritization
- Quality Control
- Filing
- Multi-line phone talent
- Order Fulfillment
- Reading Comprehension
- Shipping and Logistics
- Shipping procedures understanding
- Warehousing functions
- Receiving support
Timeline
Customer Service Representative
Montana Moulding and Sign Supply
10.2020 - 07.2024
Order Processor
Montana Moulding and Sign Supply
10.2020 - 07.2024
Phone Representative
Henry Schein
06.2019 - 10.2020
Shipping and Receiving Clerk
Montana Moulding and Sign Supply
11.2018 - 06.2019
Shipping and Receiving Clerk
Henry Schein
11.2009 - 10.2020
Picker Packer
Henry Schein
11.2009 - 07.2018
High School Diploma -
El Camino Real High School