Summary
Overview
Work History
Education
Skills
Timeline
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Tracy Mashak

Menasha,Wisconsin

Summary

Seasoned professional with 15 years of dedicated experience in the concrete manufacturing industry, demonstrating a commitment to professionalism and excellence. Recognized for exceptional team building and leadership abilities, fostering cohesive and high-performing teams. Skilled in time management and possessing an unwavering attention to detail, ensuring accuracy and efficiency in all endeavors. Proficient in project management, logistics, contracts, and order processing, adeptly navigating complex processes to deliver results. Known for being customer-focused, prioritizing client satisfaction through proactive communication and tailored solutions. Seeking opportunities to leverage skills in a challenging environment to contribute to organizational growth and success.

Overview

15
15
years of professional experience

Work History

Customer Service Manager

County Materials Corporation
10.2020 - Current
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Took ownership of customer issues and followed problems through to resolution.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Collaborated with upper management to improve customer service processes and support structures division-wide.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Resolved problems, improved operations and provided exceptional service.
  • Skilled at working independently and collaboratively in a team environment.

Customer Service Coordinator

County Materials Corporation
08.2012 - 10.2020
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
  • Created and reviewed invoices to confirm accuracy.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Maintained and managed customer files and databases.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
  • Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
  • Took ownership of customer issues and followed problems through to resolution.

Inside Sales Representative

County Materials Corporation
06.2009 - 08.2012
  • Collaborated with outside sales representatives, marketing and other departments to generate leads and close sales.
  • Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
  • Stayed current on company offerings and industry trends.
  • Determined needs, delivered solutions, and overcame objections through consultative selling skills.
  • Drove store revenue by offering customers accessories and related purchases to complete selections.
  • Managed friendly and professional customer interactions.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Attended monthly sales meetings and quarterly sales trainings.

Education

Bachelor of Science - Accounting And Business Management

Northern Michigan University
Marquette, MI
05.2008

Skills

  • Professional and Courteous
  • Communication
  • Customer-focused
  • Data Entry
  • Project Management
  • Shipping, Receiving, and Warehousing
  • Attention to detail
  • MS Office
  • Scheduling and Coordinating
  • Strategic Planning
  • Coordinating Service Initiatives
  • Excellent Time Management Skills
  • Process Improvement
  • Team Building and Leadership
  • Cross-Functional Collaboration

Timeline

Customer Service Manager

County Materials Corporation
10.2020 - Current

Customer Service Coordinator

County Materials Corporation
08.2012 - 10.2020

Inside Sales Representative

County Materials Corporation
06.2009 - 08.2012

Bachelor of Science - Accounting And Business Management

Northern Michigan University

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Tracy Mashak