Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Vanessa ODell

Lancaster,OH

Summary

Proven customer service expert from Young's Trucking., adept in conflict resolution and relationship building, significantly enhancing customer loyalty and repeat business. Skilled in data entry and active listening, I spearheaded initiatives that resolved complex issues, boosting satisfaction and efficiency. My leadership in team mentorship and process optimization contributed to tangible company growth and performance improvements.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

Rustic Rose Candle Co.
02.2019 - Current
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Lead

Ned's Gas & Deli
04.2016 - 12.2018
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Reviewed associate performance to identify training needs.
  • Trained new personnel regarding company operations, policies and services.

Customer Service Representative

Harry and David
08.2010 - 02.2012
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • 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.

Sales Coordinator

Young's Trucking
03.1995 - 05.2006
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
  • Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
  • Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
  • Streamlined sales processes for improved efficiency and customer satisfaction.

Freight Coordinator

Young's Trucking
03.1995 - 05.2006
  • Ensured compliance with industry regulations, performing thorough audits on shipment documentation and procedures.
  • Strengthened supplier relations by maintaining open lines of communication regarding capacity availability, rates, and service expectations.
  • Reduced operational costs by negotiating competitive rates with carriers and optimizing route planning.
  • Maintained strong relationships with carriers, fostering trust and reliability in transportation partnerships.
  • Collaborated with cross-functional teams for effective communication and smooth coordination of freight movements.
  • Contributed to company growth with meticulous management of high-volume shipments during peak seasons.

Education

Business Management

Wayne Co Career Center
Smithville, OH
1995

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Complaint resolution

Timeline

Customer Service Representative

Rustic Rose Candle Co.
02.2019 - Current

Customer Service Lead

Ned's Gas & Deli
04.2016 - 12.2018

Customer Service Representative

Harry and David
08.2010 - 02.2012

Sales Coordinator

Young's Trucking
03.1995 - 05.2006

Freight Coordinator

Young's Trucking
03.1995 - 05.2006

Business Management

Wayne Co Career Center

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Vanessa ODell