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Click here or scroll down to respond to this candidateCHRISTINAMESEBERGchristinalee_Street Address @outlook.comPHONE NUMBER AVAILABLELaFarge, WI Street Address
Online Digital ResumeA highly organized and reliable Customer Care Associate with a strong background helping customers with diverse needs. Competent with telephone, email and chatinquiries. Calms individuals dealing with highly stressful situations. Balances scripted responses with personal expertise to quickly resolve inquiries. Optimal experience completing projects by leveraging top-notch prioritization and multitasking skills.Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in customer interactions. PROFESSIONAL SUMMARYGoMacro - CUSTOMER CARE AssociateLaFarge, WI 02/2021 - 05/2022WORK HISTORYUtilized Salesforce for thoroughly logging/creating/closing cases/crafting customer inquiry emailresponses.Utilized ERP systems such as SAP, Web Cube, and Shipbob for processing/canceling/creating and modifying orders.Created Sample Request Form using Excel to enableeCommerce, Logistics, Customer Care, and OrderFulfillment departments to keep better track ofinventory/log internal and external shippingerrors/issues.Personally kept track of upcoming subscriptions during our inventory shortages to ensure inventory was set aside for these customer orders were able to be fulfilled.Applied/offered coupons/discounts to all unsatisfied manual order customers during inventory shortages.Utilized proper platforms for canceling/modifyingorders, updating shipping/billing information andproviding tracking to customers.Created an Excel spreadsheet to better track inventory levels in SAP and Web Cube to ensure manual phoneorders, sample requests, and upcoming subscriptions could be fulfilled in a timely manner during inventorySKILLSKnowledgeable inExcel/Word/Excel/OneNote/PowerpointAnalytical/Timeefficient/Hardworking/Willingness tolearn, and Adaptive person Team leadership skills Call DocumentationPOS Systems and OrderingPlatformsBuilding Customer Trust andLoyaltyCustomer AccountManagementEfficient and Detail-Oriented Workload PlanningResponding to DifficultCustomersUpbeat and PositivePersonalityTeam-Oriented andCooperativeFred PryorOnline Trainings And WebinarsCustomer Service And BusinessI took a total of classesincluding:1. Emotional Intelligence inthe Workplace2. Dealing with DifficultPeople3. Time Management andOrganizational Skills4. Strategies to Build Rapportand Work Well with Others8. Building Strong ProfessionalRelationshipsChippewa Valley TechnicalCollegeEau Claire, WI 06/2001Associate Degree : MedicalOffice SpecialistEDUCATIONshortages.Maintained proficient phone skills (GrandstreamMultimedia IP for Android) when dealing with incoming and outgoing telephone calls and created a user guide for other office members struggling with functionality of these phones.Utilized Teams app for communicating with internal team members and scheduling meetings.Assisted customers in live chat while performing my daily work tasks.Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.Created knowledge-base articles and content to share new information with team members.Maintained good call control to quickly uncover questions and keep call times low.Coordinated timely solutions to guests' issues bycoordinating proactively with operations team.Contributed to continuous improvement team-wide by collecting data on calls and giving managersknowledgeable feedback.Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.Followed up on outstanding issues to completeresolutions and maintain customer satisfaction.Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.Helped large volume of customers every day withpositive attitude and focus on customer satisfaction.Responded to customer needs through competentcustomer service and prompt problem-solving. Assisted call-in customers with questions and orders. Addressed customer complaints and mitigateddissatisfaction by employing timely and on-pointsolutions.Built long-term, loyal customer relations by providing top-notch service and detailed order, account andservice information.Resolved concerns with products or services to help with retention and drive sales. Coordinated timely responses to online customerGoMacro - ONLINE FULFILLMENT SPECIALIST10/2019 - 02/2021communication and researched complex issues.Logged call information and solutions provided into internal database.Maintained accurate and current customer account data with manual forms processing and digital information updates.Described product highlights and benefits to help guide purchasing decisions.Achieved long-term business objectives by analyzing customer feedback for process improvements.Leveraged sales expertise to promote products andcapitalized on up-sell opportunities.Eliminated inefficiencies by educating and training new employees on best practices and customer careprocedures.Wrote and proofed orders to reflect proper pricing and discounts.Coordinated logistics and verified equipment shipment pricing and availability.Operated ERP systems (SAP, Web Cube, and Shipbob) for order fulfillment and shipping procedures, including Sample fulfillment and Amazon booking processes (Lingo)Operated FedEx, UPS (Worldship), and USPS platforms to ensure orders were shipped in cost and time efficient manner Lingo Open shipments Packing shipments (ground/pallet) Validate/release/send shipmentMoved boxes and organized aisles to open up floor space and enable forklift operators to move freely through warehouse.Prepared orders by processing requests, pulled materials from warehouse, packed boxes and prepared shipments.Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.Checked inventory and selected products from specific locations based upon availability. Alternated goods in inventory by observing first-in and GoMacro - SAMPLES FULFILLMENT10/2020 - 02/2021first-out approach to keep shelves organized andproperly stocked.Trained new warehouse employees and create a pictorial step-by-step SOP manual for creating product kits and processing/shipping orders. Kept work areas neat, clean and free from debris. Picked and packed order items.Maintained tidy and clean work areas to promote optimal productivity and safety standards.Stocked shelves, racks, and cases with new ortransferred merchandise.Followed orders precisely for correct items, sizes and quantities.Operated equipment such as pallet jacks and hand trucks to move heavy boxes.Moved cardboard, plastic ties and other debris from unboxing to trash.Blocked and faced products on displays and shelves in accordance with company policy.Verified incoming products and checked delivery totals to keep system records current and accurate.Pulled merchandise from inventory storage anddocumented quantities to maintain accuracy.Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.Created and enforced detailed organization processes to increase quality and service standards, including creating a product placement platform for restocking the rolling racks.Received beneficial knowledge in Marketing and Sales aspects to properly perform my required tasks.Used proper email etiquette while ensuring importance of corresponding in a timely manner was a priority.Accommodated to last minute requests from sales and marketing team to ensure all department needs were being met.Lands End - CUSTOMER CARE SPECIALISTReedsburg, WI 10/2015 - 10/2017Utilized Web Cube (where orders are generated andstored) and SAP ERP systems for creating and fulfilling all requests.Received and reviewed new orders, located requested merchandise and promptly initiated processing.Prepared and organized envelopes, packages, containers and pallets with correct merchandise counts. Picked and packed order items.Maintained tidy and clean work areas to promote optimal productivity and safety standards. Kept work areas neat, clean and free from debris. Followed orders precisely for correct items, sizes and quantities.Reviewed order slips, picked products and stagedmerchandise to be shipped.Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.Collaborated with sales and marketing team members to ensure all large projects (Mom's Meet, UNFI, KEHE) were completed on time.Gained knowledge on how to navigate multiple platforms in a timely manner to assist the customer Lands End Website and products knowledge DOS (Business one ERP System)Developed ability to efficiently work with nosupervision/guidance Phone etiquetteWeber grill customer service platform -Webersubcontracted Lands End to pull their best Customer Service Specialists to Provide troubleshooting, assembly instructions, and warrantee part replacement.Helped large volume of customers every day withpositive attitude and focus on customer satisfaction.Defused customer concerns with exceptional conflict and problem resolution skills.Used exceptional communication to connect withcustomers, assess needs and present solutions.Verified accuracy of customer account information and updated when necessary. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.Built long-term, loyal customer relations by providing top-notch service and detailed order, account andservice information.Directed customers to appropriate departments foradditional support.Identified customer issues with products or services, investigated causes, and initiated resolutions.Responded to customer needs through competentcustomer service and prompt problem-solving.Provided customers with detailed information oncompany products, services and materials.Explained charges, fees, terms of sales and service agreements to over 1000 customers daily.Wrote and proofed orders to reflect proper pricing and discounts.Described product highlights and benefits to help guide purchasing decisions.Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.Recommended and upsold new products to an estimated 60% of customers handled throughout the day. |
