Wendy Crook
Flat Rock,MI
Summary
Over Twenty years of experience covering areas of Customer Service, Administrative Assistant, Reception & Multi-line phone management, Data Entry, Conference Room Scheduling with Catering orders, Excellent customer rapport, Filing and Organizing sensitive data and excellent computer skills. Motivated, Energetic Administrative professional with a successful track record at various companies trained in multiple aspects of Administrative and Front Office Management. Flexible and quick to learn with great Interpersonal skills, poised and competent with demonstrated ability to easily transcend cultural differences, excellent individual contributor as well as a great team player. Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
12
12
years of professional experience
Work History
Sr. Assistant Customer Service Representative
WestRock
01.2020 - Current
- Provided accurate and timely responses to customers both internally and externally
- Monitored mailbox for inquiries and pulled customer requests for processing as required to meet customers need
- Sent acknowledgement and confirmations to customer requests for quote or service
- Updated customer request for quotes as needed to fulfill customer orders
- Processed and routes customer purchase orders as required to complete order
- Kept ERP systems updated with accurate pricing and delivery as they were obtained for quote requests
- Kept customers informed on delivery schedule for pending existing orders via phone or email updates
- Monitored backorder report to ensure orders are processed in timely manner
- Processed RMA’s - ensuring that they are less than 30 days old prior to approval
- Managed our sites largest customer account
- Follows up with internal staff (engineering / production) on customer orders to keep customer updated on delivery schedule and/or possible modifications
- Ran back order report twice weekly to ensure customer orders are being shipped on a timely basis and update ERP system as necessary
- Worked with shipping department or warehouse to ensure pending orders are shipped in a timely manner
- Worked internally with any and all departments as needed to satisfy customer orders
- Assisted in customer service department as required to meet customer requests
- Worked with internal departments to ensure customer service satisfaction
- Answered main phone line
Transaction Coordinator
eXp REALTY/SAWARD TEAM
08.2019 - 11.2019
- Coordinating inspections, repair negotiations, and completion of repairs
- Communicating updates to clients, agents, lenders, and other people involved in the transaction
- Look up property information using BS&A software
- Monitoring the contingency period
- Ensuring that all documentation is submitted
- Coordinating the closing process
- Scheduling client follow-up calls (after close) to check in and ask for referrals.
- Organized and maintained digital files for easy access, streamlining the document retrieval process during audits or inquiries.
Customer Service Representative
ROBERT HALF OFFICE TEAM
12.2018 - 08.2019
- Answer incoming calls from direct customers and sales reps
- Accept and process all aftermarket customer orders
- Facilitate customer inquiries and concerns
- Identify and troubleshoot order delivery issues, and ensure prompt delivery to customer
- Process accurate, valid customer adjustments (debits/credits)
- Provide accurate data entry
- Apply sales policies, pricing, transportation and shipping information
- Liaison between Credit Department regarding customer credit limits, account activation and credit reviews/holds
- Enter customer concerns into concern database and initiate corrective actions and follow up
- Demonstrate a sense of urgency in completing assignments and in concern resolution
- Assist with the recruitment and implementation of customers to electronic ordering
- Investigate and resolve customer claims and deductions through effective use of BOS and problem solving tools; work closely with Accounts Receivable team on resolution
- Serve as Customer Service liaison to Sales management and their teams.
- Responded to customer requests for products, services, and company information.
Clinic Administrator/ FDA Sales Lead
MASSAGE ENVY
09.2017 - 10.2018
- Increased company's customer enhancements and brought our clinic to one of the top in our region for 3 quarters
- Consistently achieved a high level of customer satisfaction by exhibiting a positive attitude and building trust, by ensuring commitments are met and expectations are exceeded by offering additional information about the company's products in line with customer needs and priorities
- Verified and collected client payments
- Fielded customer complaints and rectified issues
- Offered direction and gave constructive feedback to motivate team members
- Served as liaison between customers, therapist and management
- Trained new employees on company customer service policies and service level standards
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
Receptionist/Agent Support
RE/MAX MASTERS, INC
12.2012 - 09.2017
- Promoted welcoming environment while managing receptionist area and fielding requests for information
- Schedule showings and appraisals for agents
- Look up property information using BS&A software
- Working knowledge of MS Office
- Handled the complaints and concerns of customers
- Handled communications systems
- Managed clerical needs of company employees, including copying, faxing and file management
- Sorted and distributed business correspondence to correct department or staff member
- Streamlined operations by organizing files and documents to implement improved workflow and organization
- Enhanced customer satisfaction ratings by resolving issues efficiently
- Managed daily office operations and maintenance of equipment
- Generated shipment invoices, prepared packages and set up courier deliveries for agents
- Responded to requests for immediate office support, such as a data searches, office memo drafts or reference retrievals.
Education
High School Diploma -
Wayne Memorial High School
Wayne, MI06.1994
Some College (No Degree) -
Wayne County Community College District
Detroit, MISkills
- Self-motivated
- Ability to Work Under Pressure
- Time Management
- Data Confidentiality
- Fast Learner
- Team Collaboration
- Office Administration
- Microsoft Office Suite
Associations
Wife of a disabled Veteran.
Timeline
Sr. Assistant Customer Service Representative
WestRock
01.2020 - Current
Transaction Coordinator
eXp REALTY/SAWARD TEAM
08.2019 - 11.2019
Customer Service Representative
ROBERT HALF OFFICE TEAM
12.2018 - 08.2019
Clinic Administrator/ FDA Sales Lead
MASSAGE ENVY
09.2017 - 10.2018
Receptionist/Agent Support
RE/MAX MASTERS, INC
12.2012 - 09.2017
High School Diploma -
Wayne Memorial High School
Some College (No Degree) -
Wayne County Community College District
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