Tina Chance
Machesney Park
Summary
Results-driven professional with substantial expertise in customer relationship management and support. Skilled at identifying and addressing customer needs to deliver tailored solutions that enhance satisfaction and loyalty. Known for exceptional team collaboration and adaptability to shifting priorities, ensuring consistent achievement of goals.
Overview
20
20
years of professional experience
Work History
Customer Success Specialist/Inside Sales Rep
Hennig
06.2021 - 09.2024
- Manage and grew key client accounts, ensuring customer satisfaction, and success
- Resolved customer complaints, inquiries, and concerns in a professional and timely manner
- Answered customers' questions regarding products, prices, and availability.
- Provided exceptional customer service to ensure customer satisfaction and repeat business
- Utilized CRM to track leads and follow up on sales opportunities
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Developed and maintained strong relationships with customers to drive sales growth
- Utilized ERP, VOC to record customer interactions and transactions for follow up or other opportunities
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
Customer Service Specialist/Cashier Team Lead
Meijer
03.2020 - 06.2021
- Successfully resolved customer inquiries and issues in a professional and courteous manner
- Handled incoming calls
- Collaborated with cross-functional teams to ensure customer satisfaction
- Implemented new customer service procedures to improve efficiency and customer experience
- Resolved complex customer issues and escalated problems to appropriate departments
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Processed both cash and card purchases and returns.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Managed cash registers, ensuring accurate accounting and reducing discrepancies in daily reports.
Strategic Customer Service Account Rep
Southern Imperial
03.2017 - 03.2020
- Maintain a positive attitude and calmly respond to customer's complaints
- Open new customer accounts
- Provided top-tier customer support, consistently maintain a customer satisfaction rating above 90%
- Resolves product or service problems by investigating the customer's complaint, determining the cause of the problem, selecting and explaining the best solution for the problem, expediting correction or adjustment, and following up to ensure resolution and customer satisfaction
- Answer incoming calls, faxes, emails from customers, sales reps regarding inquiries, purchase orders, blanket orders
- Maintain ongoing knowledge of catalog and new products to offer innovative options in displays and custom products
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Collaborated with cross-functional teams to resolve complex customer issues, resulting in higher retention rates.
Automotive Solutions Coordinator
Landstar Logistics
01.2007 - 02.2017
- Ensured timely and accurate processing of shipments, including documentation, and transportation arrangements
- Provided exceptional customer service by promptly addressing inquiries and resolving any shipment related concerns
- Coordinated and managed shipments, followed up to ensure the on-time shipment
- Handled shipments that had to be re-consigned if driver had broken down
- Updated customer's websites as their policies
- Coordinated with carriers and vendors to optimize shipping schedules
- Provided on the job training for new employees of office and program procedures
Accounts Receivable Coordinator
Landstar Logistics
01.2005 - 01.2007
- Negotiated payment terms with multiple customers
- Verified details of transactions, including funds received and total account balances
- Suggested process improvements to secure prompt and regular receipts for the organization
- Researched and resolved billing and invoice problems
- Handled agent risk accounts
- Evaluated and reconfigured systems to support customer service
- Answered calls from high call queue volume
Education
High School Diploma -
Harlem High School
Machesney Park, IL06-1988
Skills
- Conflict resolution
- Problem-solving
- Analytical capabilities
- Communication
- Negotiation
- Interpersonal skills
- Customer expectations management
- Complaints management
- Customer service initiatives implementation
- Automated billing systems
- Training
- Customer satisfaction improvement
- Quality management system standards
- Customer service policies development
- Customer service metrics monitoring
- Customer service trends
- CRM software
- Call center operations
Timeline
Customer Success Specialist/Inside Sales Rep
Hennig
06.2021 - 09.2024
Customer Service Specialist/Cashier Team Lead
Meijer
03.2020 - 06.2021
Strategic Customer Service Account Rep
Southern Imperial
03.2017 - 03.2020
Automotive Solutions Coordinator
Landstar Logistics
01.2007 - 02.2017
Accounts Receivable Coordinator
Landstar Logistics
01.2005 - 01.2007
High School Diploma -
Harlem High School