Tasia Ramos Coleman
Richmond,VA.
Summary
With more than 15 years of customer service experience, I am currently a high-achieving Customer Service Supervisor that remotely manages a team of 14+ Customer Service Reps in a fast-paced Call Center environment, responsible for answering phone calls and inquires related to medical distribution supplies. As supervisor, I resolve complex and escalated customer concerns. I also train, coach and monitors the performance of the Customer Service Team., as well as individual professional development.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
Merit Medical
Richmond, VA
07.2019 - Current
- Monitors daily performance of Customer Service team, measuring performance related to Daily Schedule, Calls in Phone Queue, Availability, Hold time and additional metrics.
- Conducts monthly performance reviews and appraisals with Customer Service team.
- Recruits, hires, trains & coaches team as required.
- Provides leadership, mentoring, coaching & staff development, fostering a culture of teamwork & providing excellent customer service.
- Manages staff performances concerns.
- Resolves complex issues for internal & external customers which includes managing escalations from staff and other departments.
- Assists Account Receivables with credits and rebills.
- Assists shipping with returns and product receipts
- Conducts weekly team meetings to ensure team is current with recalls, processes & procedures.
- Set clear expectations and conducts one-on-one meetings to asses team member performances, coaching & development.
- Assess departmental operations to determine areas for improvement and support.
- Prepare work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Create, update & maintain SOP's on a shared drive to improve employee knowledge with common business practices.
Account Representative
WestRock
Richmond, VA
03.2017 - 07.2019
- Provided price and availability quotes; determine fulfillment solutions for customer orders
- Communicated with sales team, plant and technical personnel concerning customer inquiries, concerns in the market
- Developed a broad and deep understanding of North-East Region customer needs; including proactively researching and visiting customers
- Addressed credit-related issues and disposition of aged inventory
Senior Account/Product Manager
Tridium
Richmond, VA
10.2015 - 03.2017
- Partnered with sales leadership team to manage end to end new client on-boarding experience
- Coordinated daily Tier Meeting with Sales Support & Customer Service Teams advising of action items and open cases ensuring compliance with 2 business day resolution service level agreement (SLA)
- Collaborated with Finance Team to ensure research and resolution of monthly finance account discrepancies (~$400,000 monthly)
- Acted as a liaison between Sales and Customer Service Team, supporting day-to-day data reporting leveraging multiple data systems while collaborating with both internal and external team partners
- Owned the Exception Pricing Request process ensuring alignment between sales, marketing and production team leads
Customer Solutions Specialist
GE Energy Management
Richmond, VA
06.2014 - 10.2015
- Functioned as a liaison between customers, account managers and warehouse staff across multiple distributors and retail accounts
- Provided a high level of customer support for inquiries and transactions from calls and emails for components and equipment order support; transactions including order entry, follow ups, extensive order management, pull-ins/expedites, credits/debits, return authorizations and dispute resolution
- Performed System Integration Testing for SAP business conversion, identifying and reporting defects in both testing and “live” production environments
- Designed training materials, trained users and supported technical staff on the implementation of Systems, Applications and Products (SAP) department software rollout
Customer Service Specialist
Owens & Minor Distribution Center| 3PL
Richmond, VA
12.2007 - 06.2014
- Processed customer orders, maintained high order accuracy metrics, answered phones; assisting with customer inquiries
- Provided backorder reports to customers to proactively prepare for out of stock items
- Traveled, visited and worked with customers onsite to understand business needs and establish relationship
- Headed events committee; planning corporate events and fundraisers
- Managed escalated calls from customers that were unresolvable by Customer Solutions Team 3PL CUSTOMER
- Assisted with recruiting and interviewing of potential sales and support staff resources, Created work instructions and Standard Operating Procedures guided by compliance for International Standards Organization (ISO)
- Trained new employees and partnered with management team on learning assessments, associate development plans and training guide to help team members achieve both personal and team goals
- Received awards for responsiveness, new customer implementation and managed company’s 3rd largest 3.25-million-dollar revenue account
- Maintained quality control/satisfaction records while simultaneously designing customer experience process improvements for SAR database
- Analyzed and managed inventory data via reporting; avoiding more than $100k of financial risks while marketing products for sale
- Provided insight and suggestions on improving supply chain practices with the goal of improving responsiveness while minimizing system costs
- Provided sales forecast/change information, based upon observation, experience and direct knowledge of customer market
Education
Bachelor of Science - Business Management
University of Phoenix
Skills
- Microsoft Office Suite, Outlook, TEAMS, ERP Systems; ECC, SAP, CRM, CDC Ross, OMNI, OMConnect, CSW, Red Prairie
- Recruitment and Hiring
- Performance Management & Evaluations
- Coaching and Mentoring
- Customer Service
- Scheduling Staff
- Leading Weekly Team Meetings
- Handling Escalations
- Team Building and Leadership
- Staff Development and Training
- Call Center Operations
Volunteer Engagements
- Hanover Habitat for Humanity: Corporate Home Builder Assistance
- Muscular Dystrophy Association: Bowl-A-Thon Association Fundraiser
Timeline
Customer Service Supervisor
Merit Medical
07.2019 - Current
Account Representative
WestRock
03.2017 - 07.2019
Senior Account/Product Manager
Tridium
10.2015 - 03.2017
Customer Solutions Specialist
GE Energy Management
06.2014 - 10.2015
Customer Service Specialist
Owens & Minor Distribution Center| 3PL
12.2007 - 06.2014
Bachelor of Science - Business Management
University of Phoenix
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