Tina Robinson
Summary
Personable professional with exemplary customer service skills. Well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Looking to take a dedicated career as a Customer Service Executive to the next level. Proven track record of maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Office Suite.
Overview
33
33
years of professional experience
Work History
Customer Service Manager
Dunlop Protective Footwear
05.2022 - Current
- Managed and motivated a team of customer service representatives, cultivating a collaborative work environment that increased team productivity by 20%
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with sales teams & marketing department to develop tailored solutions for customers, resulting in increased revenue generation opportunities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Strategic account management focusing on key customer relationships and growth.
- Managed workflow for customer operations to ensure seamless service delivery.
- Organized proactive customer meetings to strengthen relationships and address needs.
- Oversaw order fulfillment management to meet customer expectations efficiently.
- Managed customer onboarding to EDI (Electronic Data Interchange) project, ensuring successful integration and improving transaction efficiency 30%.
- Collaborated with IT to upgrade the phone system to Microsoft Teams, enhancing communications globally and increasing customer satisfaction by 90%.
Customer Service Manager
Durasein
04.2019 - 04.2022
- Effectively managed day-to-day operations in a fast-paced environment.
- Implemented a new freight program, reducing costs and improving claim resolution by 90%.
- Created training modules to enhance customer service performance.
- Set performance standards, provided training, and conducted daily team observations to ensure adherence.
- Provided support for order processing and scheduling of inbound/outbound shipments.
- Managed reporting, forecasting, and purchasing of inventory across 3 warehouse locations.
- Oversaw scheduling and shipping for containers from China.
- Collaborated closely with cross-departmental teams including Accounting, Operations, and Sales.
- Managed maintenance and supplies for office building.
Customer Service Manager
JJ Haines, Inc.
06.2002 - 01.2019
- Managed a team of 22 Customer Service Representatives, a Customer Service Trainer, and a Mill Direct Supervisor, overseeing staffing, strategic initiatives, and performance standards.
- Developed goals that improved service levels from 90% to 95% of calls answered and introduced new processes, including a Call Management System with multiple queues.
- Conducted monthly evaluations to enhance professionalism, leadership, and customer care.
- Maintained call statistics to optimize staffing and support individual representative development.
- Facilitated regular training sessions on new products, processes, and business updates in collaboration with Marketing, Suppliers, and Customer Service Management.
- Assisted in the acquisition and integration of call center and company processes.
- Fostered strong relationships with cross-departmental teams (Marketing, Operations, Finance, Sales) to enhance overall customer service efficiency.
Sales Support Manager
JJ Haines, Inc.
07.1997 - 06.2002
- Managed a team of 8 Customer Service Representatives supporting the Sales Organization, overseeing workflow, daily reporting, and setting department goals aligned with corporate initiatives.
- Conducted monthly evaluations to observe and assist Customer Service Representatives, providing coaching, mentoring, an development opportunities
- Observed and assisted Customer Service Representatives by performing monthly evaluations
- Assisted in hiring process to ensure team growth and effectiveness.
Customer Service Representative
JJ Haines, Inc.
07.1991 - 07.1997
- Managed incoming phone calls in a call center environment, processing orders, return authorizations, and assisting customers with inquiries about products, orders, pricing, and inventory.
- Provided order resolution and expedited solutions to meet customer requests.
- Followed up on backorders, mill direct orders, and expedited orders.
- Collaborated with assigned accounts to ensure superior customer service and follow-through.
- Supported the sales team and cross-departmental efforts to meet customer expectations.
Education
High School Diploma -
Patterson High School
Baltimore, MD06.1991
Skills
Customer Satisfaction and loyalty
Team leadership and Motivation
Interdepartmental collaboration
Process Improvement
Data Analysis and Decision Making
Technology Integration
Resource allocation
Revenue generation strategies
Performance Evaluation
Problem solving and issue resolution
Team Building
Enthusiastic, can-do attitude to motivate team members resulting in their willingness to go above and beyond to accomplish goals, Accomplished at moderating employee conflict to move toward a more cohesive working environment, Trained to recognize individual strengths in order to distribute tasks to best accomplish objectives, Motivational team leader that leads by example to inspire others to new levels of productivity.
Organizing
Able to organize technical data into step-by-step procedures to ensure understanding and compliance by all team members, Capable of organizing a team environment to keep the focus on goals that need to be accomplished
Training
Extensive experience with training and team development resulting in stronger CSR’s and promoting team leaders, trainers, supervisors and managers., Implementation of process improvements to streamline efficiencies and improve overall performance., Training topics include business development, financial management, marketing and customer service skills, Training delivered via classroom instruction, multimedia presentation, problem solving with individuals, on-the-job direct instruction, written manual with step-by-step instruction.
Timeline
Customer Service Manager
Dunlop Protective Footwear
05.2022 - Current
Customer Service Manager
Durasein
04.2019 - 04.2022
Customer Service Manager
JJ Haines, Inc.
06.2002 - 01.2019
Sales Support Manager
JJ Haines, Inc.
07.1997 - 06.2002
Customer Service Representative
JJ Haines, Inc.
07.1991 - 07.1997
High School Diploma -
Patterson High School
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