Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Tonya Grassel

Garden City,MI

Summary

Experienced professional who has worked within the customer service industry for over 30 years. Currently, I have 7 years of experience as an Account Specialist with NSK Corporation. Assigned to maintain strong relationships with existing customers, and work with sales to help bring in and set up new customers. Currently assigned to over 60 customers, with a $20M annual sales volume. Well-versed in Excel, Salesforce, and Microsoft Office programs.

Overview

13
13
years of professional experience

Work History

Customer Account Specialist

NSK Corporation
Ann Arbor, MI
08.2018 - Current
  • Manages $20M yearly in customer accounts by following through on requests for quotes, maintaining orders and forecast, working with various departments to meet customer requirements.
  • Knowledge of ISO/QS9000 requirements for contract review, related elements, and standard operating procedures.
  • Receives and follows through on requests for quotes by investigating customer product requirements, product availability, lead time, and pricing.
  • Research and prepare a variety of specialized reports related to shipment performance, quality, premium freight, customer trends, corrective actions, customer ratings, etc.
  • Thorough understanding of RPI's, NPI's, RSB's, CFP's, Microsoft Outlook, and the specific customer requirements related to each document.
  • Extensive knowledge of RMA's debits and credits is necessary in order to resolve discrepancies.
  • Builds strong customer relationships through professional communication by phone, email, fax, or customer website/customer portal.

Client Advocate

Quicken Loans
Detroit, MI
02.2012 - 02.2017
  • Written communication with clients via the Quicken Loans Help Desk email address.
  • Assisting with answering any questions that a client may have, ranging from the origination of the home loan to servicing. Examples: Questions regarding marketing promotions, opt-outs, payment/escrow concerns, disbursements, deposit disputes, FHA case transfers, appraisal disputes, document requests, and overall client experience questions or concerns.

Education

Some College (No Degree) - Medical

Dorsey Business School
Wayne, MI

Some College (No Degree) - Medical

Baker College
Southgate, MI

Skills

  • Order processing
  • Quote preparation
  • Report generation
  • Microsoft Office
  • ISO compliance
  • Problem resolution
  • Effective communication
  • Interdepartmental collaboration
  • Conflict management
  • Attention to detail
  • Data entry
  • Inbound and outbound calling
  • Payment handling
  • Live chat support
  • Call center experience
  • Complaint resolution
  • Email management
  • Microsoft office expertise
  • Clerical support
  • Microsoft outlook
  • Report creation
  • Report preparation
  • Administrative support
  • Problem-solving

Affiliations

  • Volunteer Work: St. Vincent de Paul, Michigan Veterans Association, Detroit Parade Company, Keep Growing Detroit, Forgotten Harvest, Focus Hope, Life Remodeled, Salvation Army.

Timeline

Customer Account Specialist

NSK Corporation
08.2018 - Current

Client Advocate

Quicken Loans
02.2012 - 02.2017

Some College (No Degree) - Medical

Dorsey Business School

Some College (No Degree) - Medical

Baker College

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Tonya Grassel