Tori Hanners
Tecumseh
Summary
Adept at navigating high-stress environments, I significantly enhanced customer loyalty and team efficiency at Handyman Connection. My expertise in CRM software and exceptional problem-resolution skills led to consistent top performance metrics, showcasing my ability to blend technical savvy with empathetic customer service.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
26
26
years of professional experience
Work History
Customer Service Representative/Dispatcher
Handyman Connection
07.2021 - Current
- Managed between 10-13 craftsman, including but not limited to, scheduling, checking on status of current jobs, confirming satisfaction on completed projects, collect payments and entering payments to the craftsman.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Helped in handling escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Coordinated logistics for field units, optimizing routes for faster response times.
- Answered phone calls and responded to customer emails.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored and tracked dispatch communication systems.
- Managed customer accounts and invoicing.
Customer Service Representative
MSD Distributors
10.2012 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Ran a staff of 15-20 installers, including but not limited to scheduling, collecting payments, invoicing customers and confirming satisfaction on completed work. Confirm their products needed for the projects to complete.
- Entering new orders for multiple builders and customers.
Retail Manager
Happy House Hallmark
07.1999 - 08.2012
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Controlled store inventory and reviewed cash handling and operations reports.
- Trained and developed new employees for ease of transition into team.
- Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
- Optimized staff scheduling, balancing workload and operational needs to maximize efficiency.
- Reported issues to higher management with great detail.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Completed daily paperwork and computer entry of sales data as established by management.
Education
GED -
Washtenaw County Adult Education
Ypsilanti, MISkills
- Customer service
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Data collection
- Customer relationship management (CRM)
- Building rapport
- Clerical support
- Coordination
- Recordkeeping strengths
- Account updating
- Account management
- Sales closing
- CRM software
- Key holder experience
- Route management
Timeline
Customer Service Representative/Dispatcher
Handyman Connection
07.2021 - Current
Customer Service Representative
MSD Distributors
10.2012 - 05.2022
Retail Manager
Happy House Hallmark
07.1999 - 08.2012
GED -
Washtenaw County Adult Education
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