Tandra Koudelka
Leander
Summary
Resourceful and results-driven, customer care and account management professional with 15+ years' experience successfully executing processes and systems, while establishing accountability by evaluating key performance indicators. Demonstrated organizational growth through excellent customer service, and team leadership, while maintaining strict compliance with company policies and procedures. Strong work ethic, proactive and able to manage multiple tasks simultaneously. Eagerness to work in a fast-paced, results-driven environment.
Results-driven Account Manager with proven success in managing client relationships, driving revenue growth, and implementing strategic initiatives. Strong skillset includes problem-solving, negotiation, and communication. In previous roles, made significant impact by improving processes for increased efficiency and customer satisfaction. Demonstrated ability to lead teams towards common goals while maintaining focus on bottom line results.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
FLOORING SYSTEMS
01.2014 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved customer complaints effectively to ensure satisfaction.
- Addressed customer inquiries through phone, email, and in-person communication.
- Interacted with customers to identify needs, resolve issues, and deliver accurate product information.
- Guided customers in product selection, providing tailored information to enhance decision-making.
- Processed customer orders accurately using point-of-sale systems.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Supported sales team members to drive growth and development.
Account Manager/Sales Assistant
THORNTREE SLATE
01.2004 - 01.2014
- Managed customer sales and vendor accounts, ensuring inventory accuracy to support seamless operations.
- Managed multiple accounts simultaneously while meeting deadlines.
- Pioneered inventory management by performing regular cycle counts and monitoring inventory levels resulting in zero operational downtime due to missing supplies or equipment.
- Analyzed client data and identified opportunities for growth.
- Collaborated with sales team to determine the best ways to drive market share.
- Provided exceptional service on inbound calls in a fast-paced customer care environment, utilizing effective communication and leadership skills.
- Guided retail customers, designers, and architects with tailored product recommendations and design concepts.
- Coordinated project timelines and deliverables across multiple teams.
Education
BUSINESS MANAGEMENT -
LONESTAR COMMUNITY COLLEGE
Houston, TXHIGH SCHOOL DIPLOMA -
JERSEY VILLAGE HIGH SCHOOL
JERSEY VILLAGE , TX 08.1988 - 05.1992
Skills
- Customer Service
- First Call Resolution
- Data Entry
- Cross-functional Collaboration
- Verbal Communication
- Written Communication
- Time Management
- Conflict resolution
- Mediation
- CRM software
- Inventory management
- Account management
- Client retention strategies
Accomplishments
- Provided constructive feedback on quality assurance calls leading to a 20% increase in customer satisfaction.
- Set attainable goals to help build customer loyalty resulting in a 50% rise in customer retention.
Timeline
Customer Service Representative
FLOORING SYSTEMS
01.2014 - Current
Account Manager/Sales Assistant
THORNTREE SLATE
01.2004 - 01.2014
HIGH SCHOOL DIPLOMA -
JERSEY VILLAGE HIGH SCHOOL
08.1988 - 05.1992
BUSINESS MANAGEMENT -
LONESTAR COMMUNITY COLLEGE