VICTORIA WHEELER
Customer Support Specialist
Mesa,AZ
Summary
Excellent communication skills. Experienced in prioritizing and coordinating work projects. Conscientious and detail oriented. Excel in a high-pressure environment delivering agreed upon outcomes under deadline. Work well both independently and within a team. Strong customer service and people skills. Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Customer Support Specialist
MOBILE MINI SOLUTIONS
Phoenix, AZ
2017 - 2023
- Processed an average of 50-100 inbound phone calls, emails & chats from external customers
- Interacted with customers on a variety of topics including products and services, misapplied payments, credit memos and billing, all to enhance the overall customer experience.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Sales Support Representative
MILLER EDGE
02.2017 - 10.2017
- Processed an average of 45-70 orders daily for inside sales team, answered and processed inbound calls from customers, attended to the needs of customers who came in to pick up will call orders, and effectively responded to customer emails requesting tracking information, order status and invoice requests.
- Developed and maintained relationships with key accounts and existing customers
- Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs
- Assisted customers with sales needs such as inventory and shipping questions
- Created and processed orders and reviewed pending orders to verify adherence to fulfillment schedule
Regional Sales Administration
WILLIAMS SCOTSMAN
09.2014 - 12.2016
- Provided logistical and order support to three branches, one of them being the number 1 branch of the company
- Supported a sales team of 10+ sales representatives
- Processed an average of 300 orders a month.
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Demonstrated strong organizational and time management skills while managing multiple projects
Lead Generation Representative
RITCHIE BROS. AUCTIONEERS
Phoenix, AZ
06.2013 - 09.2014
- Researched and worked with prospective customers by making 50+ phone calls per day.
- Communicated these leads to the Territory Managers.
- Assisted the Territory Managers in selling equipment in the local auctions.
- Applied effective time management techniques to meet tight deadlines.
Ricoh Account Operations Support, Team Lead
RICOH USA/IKON OFFICE SOLUTIONS
08.2005 - 01.2013
- Monitored customer billing by reconciling and researching a variety of billing issues
- Communicated with both internal and external departments to resolve the billing issues
- Order Coordination, and Auditor
- Monitored, tracked, reported, and facilitated the day-to-day workflow of 10+ employees
- Completed audits to ensure 100% compliance in SOX
- Compiled performance data for employee performance evaluations and the development of performance improvement plans.
- Built strong relationships with customers through positive attitude and attentive response
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Supervised team members to confirm compliance with set procedures and quality requirements
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
Leasing Coordinator
PRINT INC
04.2005 - 07.2005
- Built rapport with Print Value Partners by communicating with the President of the company
- Profiled the partners to find and meet client’s needs
- Assisted in writing deals so that they were refundable
- Successfully worked with leasing partners to obtain credit approval
- Ensured funding occurred within three business days
- Responsible for keeping an updated and accurate dashboard.
- Registered clients on database to enable tracking history and maintain updated records
- Coordinated with other departments to provide smooth execution of sales initiatives
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards
- Negotiated more favorable rates and delivery times with vendors
Sales Support Specialist
IKON Office Solutions
05.2001 - 04.2005
- Navigated a variety of billing systems to handle billing issues
- Worked with sales representatives on remedy tickets to ensure customer satisfaction
- Assisted in writing sales proposals
- Generated quarterly reports for customers to show details of contract which include, but is not limited to: Service history reports, over/under utilization, graphs and charts on usage, number of service calls per quarter
- Assisted sales team with New Standard Forms Package
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities
Education
High School Diploma -
Madera High School
Madera06.1983
Licensed Cosmetologist - Cosmetology
Lyles College of Beauty
Fresno, CASkills
- Have worked in call center type environments handling 50-100 calls, emails, chats
- Computer Proficiency, Microsoft Office
- Excellent Written and Verbal Communication
- Positive Customer Engagement
- Speech Clarity
- Complaint Resolution
- Customer Order Management
- Sales Support
- SalesForce
- Salesforce, SAP with previous experience in Lotus Notes, Manugistics, Oracle
Timeline
Customer Support Specialist
MOBILE MINI SOLUTIONS
2017 - 2023
Sales Support Representative
MILLER EDGE
02.2017 - 10.2017
Regional Sales Administration
WILLIAMS SCOTSMAN
09.2014 - 12.2016
Lead Generation Representative
RITCHIE BROS. AUCTIONEERS
06.2013 - 09.2014
Ricoh Account Operations Support, Team Lead
RICOH USA/IKON OFFICE SOLUTIONS
08.2005 - 01.2013
Leasing Coordinator
PRINT INC
04.2005 - 07.2005
Sales Support Specialist
IKON Office Solutions
05.2001 - 04.2005
High School Diploma -
Madera High School
Licensed Cosmetologist - Cosmetology
Lyles College of Beauty
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