Tonya Carroll
Walkerton,IN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
WestRock - FSP
01.2023 - Current
- Represent WestRock to our top customer and act as a critical liaison between the customer, sales, and the operations team
- Process routine customer purchase orders, inquiries, and/or customer issues related to their orders
- Maintain all utilizing knowledge of products, logistics, production planning, and inventory management
- Updated account information to maintain customer records
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Developed customer service policies and procedures to meet and exceed industry service standards
- Sought ways to improve processes and services provided
- Managed timely and effective replacement of damaged or missing products
- Create and maintain job related instructions for future employees and others filling in as needed.
1st Shift Lead Shipping Coordinator
WestRock - FSP
01.2020 - 01.2023
- Made training documentations for new employees and delegated daily tasks and responsibilities
- I handle all scheduling of trucks for both inbound and outbound shipments
- Keep track of floor inventory
- Enforced company policies and regulations with employees
- Inventoried materials on weekly/monthly basis to identify and resolve discrepancies, maintaining highly accurate and current records
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies
- Reviewed and approved all shipment invoices on CassPort Information Systems
- Reviewed and approved all shipping terms on LoadMax
- Shipped required smaller shipments via Fed Ex for Customer Service
- Handled all the scheduling and shipping of our Behnke scrap and Indy scrap trailers coming in and out of our facility.
Administrative Assistant/Receptionist
Peoplelink Staffing Solutions For WestRock - FSP
09.2019 - 01.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Executed record filing system to improve document organization and management
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Prepared employee orientation packets for Human Resources
- Checking in visitors and made sure the proper paperwork was filled out and that they have the proper PPE before entering and touring our facility
- Create and maintain job related instructions for future employees and others filling in as needed
- Schedule and coordinate meetings and related activities as requested.
Administrative Assistant
Ist Source Bank
05.2017 - 12.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Executed record filing system to improve document organization and management
- Scheduled office meetings and client appointments for staff teams
- Assisted coworkers and staff members with special tasks on daily basis
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Education
High School Diploma -
Carroll Senior High School
05.1995
Skills
- Data Entry
- Account Updating
- Complaint Resolution
- Appointment Scheduling
- Data Collection
- Product Knowledge
- Report Generation
- Information Security
- Project Management Abilities
- Proofreading
- Problem-Solving Abilities
- Computer Proficiency: Microsoft Word, Excel, Powerpoint
- Reading Comprehension
- Demonstrate a customer-related mindset and ability to operate with customer's best interests in mind
- Strong written and verbal communication skills understanding requests and problems that arise, inform on status, and negotiate solutions
- Ability to simplify and solve simple to complex issues with focus on the root cause and quickly develop a solution
- Recordkeeping Strengths
- Spreadsheets
- Prioritization
- Active Listening
- Attention to Detail
- Time Management
- Shipping and Logistics
- Team Player and believe in going the extra mile for not only our customers, but also my colleagues
Certification
- Operational Excellence: Yellow Belt Certification
- Box Plant Basics - Corrugators
- Box Plant Basics - Die Cutters
- How to find the person who can help get you ahead at work
- The career advise you probably didn't get
- Ask of Opportunities to Grow on the Job
- Antitrust & Competition Law Training 2023
- Blind Spots: Understanding Conscious & Unconscious Bias (Virtual)
- Information Security Awareness
- Excel 365 Beginner
- Take Ownership of Your Career
- How to Boost Your Self-Motivation
- Planning Your Own Development Module
- Global Anti-Bribery and Anti-Corruption
- Understanding customer needs
- PowerPoint 365 Beginner
- Agile & Scrum 101
- ESP: Customer Service Rep Day in the Life (COR REF-00021)
- Dignity and Respect in the Global Workplace
- Prioritize Customer Service Tasks
- Customer Service 101: Assisting Upset Customers
- Customer Service 101: Connecting with Customers
- Practice: Customer Service
- Customer Service 101: Defining Your Customers
- Customer Service: Dealing with Irate Customers
- Customer Service 101: Securing Customer Loyalty
- Customer Service: The Basics of Bad Customer Service
Timeline
Customer Service Representative
WestRock - FSP
01.2023 - Current
1st Shift Lead Shipping Coordinator
WestRock - FSP
01.2020 - 01.2023
Administrative Assistant/Receptionist
Peoplelink Staffing Solutions For WestRock - FSP
09.2019 - 01.2020
Administrative Assistant
Ist Source Bank
05.2017 - 12.2018
High School Diploma -
Carroll Senior High School
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