Sylvia Macias

• Coached employees through day-to-day work and complex problems.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Oracle
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Researched and corrected customer concerns to promote company loyalty.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Implemented feedback system for customers to provide comments and suggestions to improve service.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Receive customer data and distribute quotes.

Review and manage emails.

Receive customers purchases orders and insure accuracy.

Submit order entry forms.

Maintain backlog report and advise customers on late deliveries.

Provide shipping details to customers and review orders with the PCB plant.

Maintain customer accounts and past due invoices.

Imitate RMA#'s, credits and invoices.

Support Sales Representatives.