Terra Smith

• Documented and maintained technical specifications for SAP HANA applications. Order Processing.
• Trained and mentored junior staff system operations and functionality.
• Multitasked and managed multiple deliverables and projects concurrently and facilitated the use of SAP for enterprise resource planning.
• Proved successful working within tight deadlines and a fast-paced environment.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Developed effective training plans based on department needs and objectives.
• Developed individualized training plans to achieve staff readiness.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
• Resolved concerns with products or services to help with retention and drive sales leading to 10% increase in sales.
• Managed over 50+ customer calls per day.
• Participated in team meetings and training sessions to stay informed about product updates and changes

Logistics Coordinator's Assistant

• Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
• Tracked orders and notified customers of status or potential delays.
• Generated documentation and information required for customer shipments.
• Processed and entered customer orders into the database and provided proactive customer service for accounts using CRM.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Provided primary customer support to internal and external customers.
• Entering and maintaining data in SAP

• Handled a high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Resolved complaints to satisfy customers and encourage future transactions.
• Trained and coached new call center team members on computer systems and customer service strategies.
• Generated new and repeat sales by offering timely product, service, and technical information.