Summary
Overview
Work History
Education
Skills
Timeline
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Sylvia Lawrence

New London,NC

Summary

Dynamic professional eager to contribute to a forward-thinking team that values growth and innovation in the industry. Committed to leveraging extensive knowledge and dedication to drive success and foster collaboration. Passionate about continuous improvement and prepared to make a meaningful impact in a thriving environment. Seeking an opportunity that recognizes and rewards a commitment to excellence and professional development.

Overview

34
34
years of professional experience

Work History

Customer Service Rep

Packaging Services of the Carolinas
01.1991 - 1994
  • Spec building / Estimating / Order Entry
  • Interfaced with Sales and Customers on daily basis.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Managed timely and effective replacement of damaged or missing products.
  • Identified and resolved discrepancies and errors in customer accounts.

Regional Outsourcing Mgr

SupplyOne
01.2023 - 01.2025
  • Outsourced corrugated for multiple locations that exceeded the location’s manufacturing capability. Worked directly with vendors managing pricing, quality and on time deliveries.
  • Accomplished multiple tasks within established timeframes.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Customer Service Mgr

SupplyOne
01.2005 - 01.2023
  • Spec Building and Estimating
  • Margin Management / Implemented Corrugated Increases and Decreases
  • Coordinated Point Of Purchase Displays from estimating to out the door, coordinating art and ink approvals between outside vendors and customer
  • Project management and Fulfillment opportunities
  • Outsourcing items that exceeded in house capability confirming that we were getting the best pricing available by reaching out to multiple vendors
  • Reviewed order entry reports daily ensuring accuracy and delivery was scheduled to benefit the customer as well as combined deliveries internally
  • Interfaced with Sales and Customers on daily basis
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • 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.
  • Researched and corrected customer concerns to promote company loyalty.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Enhanced team productivity with introduction of flexible working arrangements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Assistant CS Mgr

Packaging Services of the Carolinas
01.1994 - 01.2005
  • Spec Building / Estimating
  • Provided Formal Quotes
  • Interfaced with Sales and Customers on daily basis
  • Managed and motivated employees to be productive and engaged in work.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Oversaw inventory management, optimizing stock levels, and reducing waste..
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Accomplished multiple tasks within established timeframes.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers..
  • Defined clear targets and objectives and communicated to other team members.

Education

High School Diploma -

South Stanly High School
Norwood, NC
06-1976

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Analytical Problem Solving
  • Project Management

Timeline

Regional Outsourcing Mgr

SupplyOne
01.2023 - 01.2025

Customer Service Mgr

SupplyOne
01.2005 - 01.2023

Assistant CS Mgr

Packaging Services of the Carolinas
01.1994 - 01.2005

Customer Service Rep

Packaging Services of the Carolinas
01.1991 - 1994

High School Diploma -

South Stanly High School

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Sylvia Lawrence