Lori-Lee Clark
Waterdown,ON
Summary
Dynamic Customer Service Manager with extensive experience at Hafele Canada, excelling in team management and complaint handling. Proven track record of enhancing customer satisfaction through effective conflict resolution and training initiatives. Proficient in CRM software and dedicated to fostering strong relationships, driving operational efficiency, and achieving performance goals.
Overview
25
25
years of professional experience
Work History
Customer Service Representative Team Lead
Hafele Canada
Burlington , Ontario
09.2021 - Current
- Oversaw team operations to deliver consistent and quality customer support.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Onboarded and trained customer representatives to meet performance and service goals.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Implemented company policies and procedures for professional, cohesive customer care.
Business Manager/IT Support Consultant
Hafele Canada
01.2007 - 02.2021
- Communicated with customers positively with particular attention to problem resolution.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Assisted with hiring process and training.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Used ticketing systems to manage and process support actions and requests.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktops.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Manager
Hafele Canada
01.2004 - 02.2007
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed team members and evaluated their performance to identify training requirements.
- Handled customer complaints, ensuring satisfaction and fostering loyalty.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Established team priorities, maintained schedules and monitored performance.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Procurement Specialist
Hafele Canada
03.2001 - 01.2004
- Oversaw inventory control, and supply reports.
- Maintained ongoing communication with suppliers to promote workflow and respond to inquiries.
- Established relationships with vendors and suppliers to streamline procurement operations.
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Maintained up-to-date database of suppliers, vendors and contracts to support accurate recordkeeping.
- Built relationships with vendors to negotiate ideal terms for purchases.
Accounts Receivable Clerk
Hafele Canada
Burlington , Ontario
12.2000 - 01.2002
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Responded to inbound inquiries regarding accounts and payments.
Education
Business Administration
Sheridan College Institute of Technology And Advanced Learning
Oakville05.1992
Grade 12 - Graduated
Milton District HS
Milton 01.2001 -
Skills
- Call center experience
- Complaint handling
- Oracle Super User -Trainer
- Sap Key User SD - Trainer
- Customer service analysis
- Performance evaluations
- Team coaching
- Inside sales
- New process integration
- Tech support
- Skill development
- System development
- Systems administration
- Data testing
- SAP powerbuilder
Languages
English
Full Professional
Timeline
Customer Service Representative Team Lead
Hafele Canada
09.2021 - Current
Business Manager/IT Support Consultant
Hafele Canada
01.2007 - 02.2021
Customer Service Manager
Hafele Canada
01.2004 - 02.2007
Procurement Specialist
Hafele Canada
03.2001 - 01.2004
Grade 12 - Graduated
Milton District HS
01.2001 -
Accounts Receivable Clerk
Hafele Canada
12.2000 - 01.2002
Business Administration
Sheridan College Institute of Technology And Advanced Learning