Reno, Nevada, United States
At Hoffmaster Group, my leadership in customer service management has been instrumental in creating innovative processes and enhancing team performance. With a focus on cultivating strong relationships and managing buyer expectations, my role has evolved to become a cornerstone in driving customer satisfaction and operational efficiency. Our team's dedication to resolving complaints and collaborating across departments underscores our commitment to common company goals. My expertise in customer relationship management, grasping situations quickly, and adapting to change with systems, honed over my tenure, empowers me to deliver exceptional service and foster a culture of continuous improvement. The skills developed from managing a diverse portfolio of accounts at Hoffmaster and Via contribute to my adept handling of complex customer needs and escalations within the dynamic manufacturing sector. I am driven by the mission to elevate team capabilities, ensuring that this translates into a superior customer experience. Highly proficient in complex system integrations, EDI, iTrade, SPS SaaS, As400, manufacturing ERP systems, zoom, teams & CRM’s.
Previous company name Paterson Pacific Parchment - Paterson Paper Primary Responsibilities • Manage a team of individuals who do Customer Service and Order Entry • Create processes and improvement procedures for the team • Guide, assist and monitor all accounts • Work with Sales and Brokers to fulfil our customers orders • Manage Buyers needs and expectations. • Assist with priority needs and escalations • Resolve customer complaints via phone and email • Work with the art, production, sales, shipping, and accounting to achieve common company goals
Account manager for 29 clients of varying size and complexity. Building and maintaining client relationships through managing client expectations, quoting technology for current client environment, recommending and identifying future technology needs within budgetary constraints. Ensuring all service delivery areas are providing top quality service and working with 3rd party client vendors to help achieve their fully managed IT needs. Client reviews/reporting on service metrics, proactive maintenance, network administration, asset management and IT road mapping.
My position is directly responsible for the overall planning, coordination and execution of the human resources functions and projects for Solutions At Work clients. This position works closely with the CEO in developing, implementing and evaluating ongoing HR policies, programs, functions and activities. Member of Society for Human Resource Management (SHRM)
*promoted to VP Program Management May 2018* Ensuring that the business executes flawlessly on customer commitments, from product beginning through to market positioning (B2B and B2C). In doing so, I coordinate all required program activities through cross-functional teams. The focus includes, but is not limited to, launch planning, training (internal and external), sales tool/spec tool development and special project requirements, customer product requirements, and market research as it relates to sustainability, level, BIFMA, well work space and overall product transparency. Mindful Materials volunteer/industry supporter. www.mindfulmaterials.com GALLUP STRENGTH FINDER *INPUT - RELATOR - POSITIVITY - INDIVIDUALIZATION - IDEATION
Directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives. Evaluates Customer Relationship Managers performance and proactively communicates expectations to ensure the highest quality of service is provided to our customers. Monitors programs and procedures to ensure customer satisfaction. Oversees customer issues and ensures effective resolution occurs in both short-term and long-term situations by utilizing strong skills in negotiating and conflict resolution. Identifies system and workflow improvements to enhance the team's efficiency. Participates in quality control, pricing pages and editing of Via marketing materials. Creates, shares, and posts on brand for all company content for Via Seating & e-commerce social media platforms. Admin, CRM, & maintenance for www.swopper.com, www.swopperblog.com & Amazon.com. PROMOTED FROM DIRECTOR TO VP, 2016 Sales & Marketing Coordinator PROMOTED TO DIRECTOR April 2014 Project reporting, bid documentation, quotes and submittals for GSA, State Contracts & Commercial customers. Custom presentation packets and content for Via Representatives. Social Media maintenance, content, research & management. Customer service support. Organization of content for training materials and assistance for our the Sales and Marketing team. Coordination of facility, showroom tours and trips. Rep & dealer sales reporting. Website coordinator for new B to C site, www.swopper.com. Admin for webpages www.viaseating.com & www.swopper.com. Excel, Word, and Outlook proficient. Customer Relationship Manager - Western Territory PROMOTED Educating customers about terminology, features, and benefits of products in order to improve product related sales and customer satisfaction. Generate new and repeat sales by providing product and technical information. Promoted to Sales & Marketing Coordinator.