Wendy Sutter
Ashland,OH
Summary
Accomplished Customer Service Supervisor with a proven track record at School Specialty, enhancing team performance and customer satisfaction through effective problem-solving and team leadership. Expert in fostering open communication and collaboration, significantly improving service quality. Skilled in contract management and customer care, demonstrating exceptional time management and customer service abilities.
Overview
27
27
years of professional experience
Work History
Customer Service Supervisor
School Specialty
01.2022 - 10.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Evaluated and monitored the quality of customer interactions and processes, ensuring adherence to company standards.
- Enhanced team performance providing feedback and coaching to enhance individual and team productivity.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Care Team Lead
School Specialty
12.2020 - 01.2022
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Trained staff on operating procedures and company services.
- Occasionally assisted in the warehouse when the volume was warranted.
Contract Coordinator
School Specialty
06.2018 - 12.2020
- Created and managed contracts. Drafting, reviewing, and edited contracts to be competitive in school furniture markets.
- Enured all contract terms and conditions were met.
- Communicated with internal and external stakeholders regarding contact status and updates.
- Provided support and assistance to contract managers and team members.
- Prepared detailed reports on contract activity for senior management review, highlighting key metrics and areas of concern.
- Processed quotes and orders related to the contract.
Customer Care Senior
School Specialty
01.2016 - 06.2018
- Managed escalated customer concerns, providing swift resolutions while maintaining professionalism and empathy.
- Supported continuous improvement initiatives within the department, fostering an innovative culture focused on delivering exceptional customer experiences.
- Strengthened relationships between Customer Care teams and other departments within the organization, fostering collaboration towards common goals.
Server, Bartender, Key Manager
Outback Steakhouse
11.1999 - 04.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Displayed enthusiasm and promoted excellent service to customers.
- Handled customer escalations.
- Cultivated warm relationships with regular customers.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
Customer Service Representative
School Specialty
06.2006 - 11.2010
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, and a positive attitude.
- Exhibited professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection, processing orders and quotes.
Front Counter Crew Member
Charles Mill Marina
01.1998 - 09.2006
- Seasonally assisted customer by providing friendly and efficient service at the front counter.
- Prepared customized work orders for mechanical work efficiently while paying close attention to detail.
- Assisted customer's with boat rentals ensuring paperwork was processed accurately to releasing liability to the company.
- Handled customer request's for boat licenses as well as fishing licenses.
Education
No Degree - Nursing
North Central State College
MansfieldTechnical Certificate -
Ohio Center For Broadcasting
Valley View06-1999
High School Diploma -
Shelby High School
Shelby, OH05-1998
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Experienced in using Microsoft Products, Salesforce, Oracle EBS
Timeline
Customer Service Supervisor
School Specialty
01.2022 - 10.2024
Customer Care Team Lead
School Specialty
12.2020 - 01.2022
Contract Coordinator
School Specialty
06.2018 - 12.2020
Customer Care Senior
School Specialty
01.2016 - 06.2018
Customer Service Representative
School Specialty
06.2006 - 11.2010
Server, Bartender, Key Manager
Outback Steakhouse
11.1999 - 04.2017
Front Counter Crew Member
Charles Mill Marina
01.1998 - 09.2006
No Degree - Nursing
North Central State College
Technical Certificate -
Ohio Center For Broadcasting
High School Diploma -
Shelby High School
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