Karen Morgan
Mississauga,Ontario
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
24
24
years of professional experience
Work History
Customer Service Specialist
Schaeffler Industrial Distribution
Oakville , Ontario
07.2019 - Current
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Entered customer interaction details in SAP to track requests, document problems and record solutions offered.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Communicate with production plants on product lead time
Customer Service Lead
Royal Building Products
Woodbridge, Ontario
11.2013 - 07.2019
- Elevated account management by predicting potential competitive threats and outlining proactive solutions.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Ensured in time delivery to customer or customer sites.
- Boosted sales numbers with proactive account servicing and diligent relationship-building.
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
- Managed and and balanced all incoming orders to the CS team.
- Implemented company processes to effectively resolve customer service issues.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Located products through extensive researching and arranged for drop shipments for items located at different facilities.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Customer Service Representative
Original Parts Warehouse
Vaughan, Ontario
02.2011 - 10.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed new and existing customers.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with up to 50 calls in queue per minute.
- Implemented departmental process i.e. nonconformance customer complaint form.
- Arranged shipment and delivery dates with the warehouse.
- Daily reports using excel on past due orders.
- Provided thorough training for new hires.
Customer Service Representative
Fruit Of The Loom
Mississauga, Ontario
08.2009 - 11.2010
- Responded to customer requests for products, services and company information.
- Provided orientation to all new hires
- Completed a training manual fr the customer service department.
- Prepared letters for cross border shipments for customers taking product into the US.
- Processed daily backorder reports.
- Coordinated orders with sales representatives and customers using AS400.
Customer Service Coordinator
Johnston Equipment And Storage Solutions
Mississauga, Ontario
06.2008 - 06.2009
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Coordinated orders with sales representatives using JDE Edwards.
- Arranged shipment and installation of products with customers.
Customer Service Agent
Bell Mobility
Mississauga, Ontario
05.2003 - 06.2008
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Adapted to new applications and maintained knowledge of current technologies.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Collaborated with internal partners and customers to determine user needs and deliver technical protocols to correct.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
Customer Service Call Center Representative
Purolator Courier
Toronto, Ontario
03.2002 - 04.2003
- Educated customers how to use company systems, complete forms and obtain desired services.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Documented and detailed calls and complaints using call center's CRM database.
- Arranged customer pick up and deliveries.
Customer Service Manager
Blinds To Go
Mississauga, Ontario
10.2001 - 02.2002
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Assisted in closing sales in the absence of the store manager.
- Completed monthly fill rate reports.
- Ran daily reports on open sales and late orders.
- Assisted customers with navigating internal systems to obtain.
- Created customer support strategy for team of to increase customer retention by .
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing sales targets.
- Assisted organization with transitioning from paper invoicing to and point-of-sale systems, which resulted in overall efficiency.
- Drove increase in customer traffic and increase in sales.
- Consistently managed 10-person staff, effectively resolving issues, which resulted in top ranking out of teams.
- Broadened strategic business plans to promote growth and sales goals while managing and building long-lasting customer relationships.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in decrease in cancellations.
- Collected customer feedback and made process changes to exceed customer satisfaction goals .
- Developed documentation and logs of implemented solutions and generated and submitted reports.
Education
Certificate - Human Resources Management
Sheridan College
Mississauga OntarioHigh School Diploma -
St Rose's High School
Georgetown Guyana SADiploma - Social Service Worker
Humber College
Toronto, ONSkills
- Account management
- Excellent listening skills
- Supportive
- Key stakeholder relationship building
- International sales support
- Order fulfillment
- Customer Relations
- Telephone etiquette
- Excellent written and oral communication
- Good communication skills
- Creative problem solving
- Receiving support
- Sales expertise
- Customer Service
- Process optimization
- Conflict mediation
- Training
- Schedule coordination
- Workforce Management
- QA
- Training programs
- Research ability
- Cross-functional collaboration
- File and data retrieval systems
- CRM and office management software
- Data entry
- Active listening
Timeline
Customer Service Specialist
Schaeffler Industrial Distribution
07.2019 - Current
Customer Service Lead
Royal Building Products
11.2013 - 07.2019
Customer Service Representative
Original Parts Warehouse
02.2011 - 10.2013
Customer Service Representative
Fruit Of The Loom
08.2009 - 11.2010
Customer Service Coordinator
Johnston Equipment And Storage Solutions
06.2008 - 06.2009
Customer Service Agent
Bell Mobility
05.2003 - 06.2008
Customer Service Call Center Representative
Purolator Courier
03.2002 - 04.2003
Customer Service Manager
Blinds To Go
10.2001 - 02.2002
Certificate - Human Resources Management
Sheridan College
High School Diploma -
St Rose's High School
Diploma - Social Service Worker
Humber College