Tracy Honl-Zmuda
Customer Service and Program Management
Fridley,MN
Summary
Service-focused Customer Service Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in various intranet and computer software with expertise in related roles.
Overview
30
30
years of professional experience
Work History
Customer Service Specialist
Transplace - The 3pl & Technology Company
Fridley, MN, MN
Jul.2017 - Current
Determine Mode of Transportation - Route Cummins freight - Consolidate shipments - Create and complete Bills of Lading - Update shipments as necessary - Perform daily follow-ups - Respond to email and telephone inquiries - Tracking and Tracing Maintenance - Reporting - Contact Carriers for quotes and updates - Maintain shipping supplies - Attend daily and weekly meetings.
Program manager
Creative Resources
Hopkins, MN
Oct.2015 - Jun.2017
Product Sourcing - Inventory Reporting - Item set up/Maintenance - Profit Maker - Order Processing - Sales Reporting - WebStore Maintenance - Customer Service - Processing credit memos and invoices
Senior Customer Service Representative
Signature Concepts
Minnetonka, MN
Jan.2012 - Oct.2015
Process credit memos and invoices - Analyze accounts and apply credits/debits - Manage/maintain product inventory - Research payment discrepancies - Respond to customer inquiries via Email - Research accounts and product sales - Perform Customer Service Representative Duties
Customer Service Manager
Signature Concepts
Minnetonka, MN
Aug.2008 - Jan.2012
Manage/supervise Customer Service Department - Handle escalated calls/issues - Perform Employee Performance Reviews - Produce and Monitor monthly phone reports - Perform Customer Service Representative Duties
Customer Service Representative
Signature Concepts
May.2005 - Aug.2008
Call Center - Navigate website to place orders for customers - Process credit card payments via Heartland Connect - Sorting and Filing Invoices
Collections - Check Advisor
Target Corporation
Saint Louis Park, MN
Mar.2003 - Feb.2005
Initiate contact with guests on dishonored checks - Review and research accounts - Negotiate repayment - Process Electronic Funds Transfers
Account Manager
STAY-AT-HOME
Buffalo, MN
Feb.1999 - Mar.2003
Various Positions Held
Hartford Life & Annuity Insurance Company
Plymouth, MN
Mar.1992 - Feb.1999
Details available upon request.
Education
Diploma - Business
Columbia heights high school
1989
Skills
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- De-escalation Techniques
- Understanding Customer Needs
- Multitasking and Prioritization
- Customer Retention Strategies
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Microsoft Office Suite
- Computer Proficiency
- Customer Relations
- Warehousing practices and procedures
- Complaint resolution
- Order fulfillment
- Shipping procedures understanding
- Administrative support
- Recordkeeping strengths
- Professional telephone demeanor
- Account management
Warehousing functions
Certificate of Completion
Safety Compliance Management
December 2021
Timeline
Customer Service Specialist
Transplace - The 3pl & Technology Company
Jul.2017 - Current
Program manager
Creative Resources
Oct.2015 - Jun.2017
Senior Customer Service Representative
Signature Concepts
Jan.2012 - Oct.2015
Customer Service Manager
Signature Concepts
Aug.2008 - Jan.2012
Customer Service Representative
Signature Concepts
May.2005 - Aug.2008
Collections - Check Advisor
Target Corporation
Mar.2003 - Feb.2005
Account Manager
STAY-AT-HOME
Feb.1999 - Mar.2003
Various Positions Held
Hartford Life & Annuity Insurance Company
Mar.1992 - Feb.1999
Diploma - Business
Columbia heights high school
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