Tiffany Capwell
Wilkes-Barre,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in publishing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
HarperCollins Publishing
09.2019 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Cross-trained and backed up other customer service managers.
Sales Manager
Muscle Foods USA
09.2010 - 08.2019
- Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Fostered a positive work environment within the sales team by encouraging open communication, teamwork, and mutual support among team members.
- Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
- Built lasting relationships with clients through outstanding customer service interactions.
- Expanded market share through effective prospecting, lead generation, and negotiation skills.
- Increased sales revenue by developing and implementing strategic sales plans for the assigned territory.
- Achieved consistent annual revenue growth by continuously monitoring performance metrics and adjusting strategies accordingly.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
Education
High School Diploma -
Luzerne County Community College
Nanticoke, PASkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Complaint Handling
- Microsoft Excel
- Microsoft Outlook
- Product Knowledge
- [Software] CRM system proficiency
Timeline
Customer Service Representative
HarperCollins Publishing
09.2019 - Current
Sales Manager
Muscle Foods USA
09.2010 - 08.2019
High School Diploma -
Luzerne County Community College
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