Tammy Miles
Minneapolis,MN
Summary
While I have performed the duties of Customer Care since 1987, the position of Customer Care at Zeiss Industrial Metrology was particularly challenging. Zeiss' very technical products & services, along with its internal processes and personnel, were constantly changing - sometimes weekly. So I had to stay alert to all changes, in all departments, determine how they affected customers and then guide those customers through the changes. Frequently, customers would call me at a loss as to whom to contact within Zeiss.
Zeiss' customers were also quite varied. They ranged from extremely large organizations (Aerospace, Medical, US Government, Automotive for example) to sole proprietorships. All these customers all had their own special requirements*** that had to be met. And many times the requirements had to be tracked manually by myself as not all of them were captured by SAP CRM.
Duties also included timely booking of incoming PO's. Follow-up phone contact with the originators of the PO's was required to request revisions so that the PO's conformed to Zeiss standards.
***For example: Payment Terms, Late Delivery Penalties, Installation Site Readiness, Installation Scheduling, User Training, Software Support, Accessories Purchase Allowances, Non-payments, Special Acceptance Criteria, Customer Factory Visit, Non-Standard Performance Specifications, Shipping Logistics, Local Rigging
Overview
36
36
years of professional experience
Work History
Customer Service Experience Specialist
Carl ZEISS Quality Solutions
Maple Grove, MN
11.2010 - 06.2023
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Created training materials for new hires on the company's procedures and policies.
- Assisted in developing strategies to increase customer satisfaction levels.
- Conducted regular meetings with staff to review progress and address any concerns.
- Analyzed data from customer surveys to identify trends in customer behavior.
- Collaborated with marketing teams to develop promotional campaigns.
- Exercised versatility in fast-paced, agile work environments.
- Participated in ongoing training and compliance activities.
- Defined team directions and provided guidance to members.
- Managed and resolved incidents according to service agreements.
- Balanced competing priorities through deliberate project and time management practices.
- Coordinated and managed various programs or projects to achieve established objectives.
- Leveraged specialized knowledge to act as subject matter expert within organization.
- Identified opportunities to enhance specialization resulting in increased efficiency.
- Facilitated productive clinical and technical customer relationships through intentional external communications.
- Supervised dynamic external partner project collaborations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Set specific goals for projects to measure progress and evaluate end results.
- Implemented strategies to take advantage of new opportunities.
- Analyzed key performance indicators to identify effective strategies.
- Assessed company operations for compliance with safety standards.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
- Monitored operations and reviewed records and metrics to understand company performance.
- Organized client meetings to provide project updates.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Audited company's legal documents to verify compliant policies and procedures.
Customer Service Representative
Martin Calibration
Burnsville, MNj
01.2004 - 11.2010
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
HR /Customer Service Representative
Bergquist Company Inc.
Chanhassen, MN
04.1987 - 04.2003
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Strengthened customer retention by offering discount options.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Education
GED -
Caledonia High School
Caledonia04.1987
Skills
- Resource Allocation
- Root Cause Analysis
- Customer Relations
- Experience in Leadership
- Project Planning
- Logistics Coordination
- Improvement Plan Knowledge
- Process Improvement
- Idea Development and Brainstorming
Timeline
Customer Service Experience Specialist
Carl ZEISS Quality Solutions
11.2010 - 06.2023
Customer Service Representative
Martin Calibration
01.2004 - 11.2010
HR /Customer Service Representative
Bergquist Company Inc.
04.1987 - 04.2003
GED -
Caledonia High School
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