Kimberly Goddard

Prepac Manufacturing Ltd

North Delta, BC

08.2006 - Current

Create and oversee training programs for the customer service team, supervise staff, and offer ongoing support.
Manage a high-volume workload in a fast-paced work environment. Respond to 100+ customer inquiries via phone and email daily.
Review customer service responses, data entry and strategies to meet expectations and deadlines.
Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills, leading to high customer retention.
Resolve escalated customer disputes in a timely manner while maintaining good relationships with customers.
Facilitate cross-departmental communication to align teams on policy updates.
Improved office operations by automating client correspondence, record tracking, and data communications.
Prioritized tasks and resolved workflow challenges to uphold good relationships with customers, managers, and team members.
Handle all major accounts in Canada and the USA, which include Amazon, Wayfair, Overstock, and Best Buy, while meeting four-hour response time requirements.
Data entry, processing warranty, and replacement orders and invoicing. Investigate deductions, process credits and debits accurately on accounts.
Ensure updated records through precise filing procedures.