Experience

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  Cdw

  Feb 2000 - Oct 2006

  PROCESS EFFICIENCY / IMPROVEMENT: Benchmarked CDW against companies known for best practices in customer service. An Operational Excellence Team was created to implement Six Sigma and has generated millions in savings.OPERATIONS: Identified as one of 50, out of 4,000 employees with leadership skills, attitudes and abilities in customer service that distinguish exceptional performance. Participated in a focus group that helped develop annual evaluation performance metrics.PROBLEM SOLVING: Led as the go to person for handling and resolving manager/escalation calls. Assist internal/external clients by uncovering the root cause of an issue and collaborating with coworkers to resolve. A "jack of all trades" with knowledge in each functional area of the organization. Show less LEADERSHIP: Mentored new hires through a six month program. Assigned as onsite help desk team lead to support sales. Both improved knowledge of operations and promoted a culture where all employees "Treat every customer as if they were their only customer. Otherwise they may be their last customer." COMMUNICATION: Nominated as the communication task force team lead with an objective to improve department communication. A Code of Ethics was established as a guide to how we interact and treat each other. WORKFLOW: Analyze customer service requests by understanding proper procedure and deciphering the correct departments(s) to route for further input or action. Effectively facilitating the entire process by adding information and detail for quick and efficient solutions. Show less

  • Senior Solutions Representative

    Feb 2004 - Oct 2006

  • Customer Solutions Representative

    Jan 2002 - Feb 2004

  • Corporate Account Manager

    Feb 2000 - Jan 2002
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  Ct corporation

  Oct 2006 - now

  PROJECT MANAGEMENT: Manage upwards of 50 orders varying in scope from a single line item to several hundred by prioritizing and constantly assessing status of each order to meet every client's deadline. The process involves communicating with clients and vendors, collecting/entering data from the public record and creating reports. Deliver accurate results consistently with a high level of detail by inspecting and re-inspecting to eliminate avoidable mistakes. COMMUNICATION: Provide superior Customer Service by informing all stakeholders (Client, Management & Sales) of important issues and accepting accountability for all outcomes. In challenging situations proactively call the client and use tone with listening skills to impart empathy, create understanding and connect. It's those moments when I become their go to and establish long term relationships that generate revenue year over year.RELATIONSHIP BUILDING: Collaborate with clients to understand their needs in a way that builds trust and drives loyalty. Most importantly, take time to meet with our clients to learn more about our their workflow and personal interests. As a result, the team has earned a Net Promoter Score as high as 90. Show less

  • Senior Account & Relationship Manager

    Feb 2020 - now

  • Associate Relationship Manager

    Jul 2018 - Feb 2020

  • Senior Customer Specialist

    Oct 2006 - Jun 2018