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Customer Service / Account Management

 

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Years of Experience:  8 Years Customer Service, 4 Year Account Management

Scope of Experience:

  • Managed Customer Service group supporting Franchisee and Internal Customers

  • Managed Customer Service / Account Management group supporting large customer with order, product, status questions, and ad hoc requests

  • Primary Client / Customer interface for Director and above levels

Accomplishments:

  • Implemented performance metrics for group and individuals

  • Implemented systems allowing representatives to quickly answer customer questions

  • Created web portal providing customers self service information regarding their orders, including tracking with link to carrier with one click for shipment tracking information

  • Reduced order processing steps by 50%

  • Implemented proactive communications with customers to keep customers informed regarding business and process changes and status

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