Nadine Coleman
Duncan
Summary
Dynamic Customer Service Representative with 17 years at Cloverdale Paint, excelling in problem resolution and active listening. Enhanced customer loyalty through empathetic complaint handling and informed product recommendations. Proven track record in training teams and improving user experience, contributing to significant sales growth and maintaining meticulous records.
Overview
17
17
years of professional experience
Work History
Customer Service Representative Level 3
Cloverdale Paint
04.2008 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs, including several management readiness programs, to enhance product knowledge, customer service skills and managerial knowledge.
- Educated customers about billing, payment processing.
- For 16 years I have been extremely proficient at performing the collection calls for our branch in a timely and efficient manor.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responsible for the scheduling and payroll for past several years.
- Well versed in bin location and setting levels for inventory items.
- Completed yearly inventory manager checklist, with Ruth's supervision, for the past several years.
- As the branches safety steward, I have upheld the standards set by WBC for my branch.
- I have performed the roll of the chair person and secretary for Vancouver Island safety meetings for over 5 years.
Education
Cloverdale Paint in House Training
Skills
- Customer service
- Active listening
- Recordkeeping strengths
- Problem resolution
- Customer relations
- Computer proficiency
- Complaint handling
- Payment processing
- Scheduling
- Product knowledge
- Paperwork processing
- Team development
Timeline
Customer Service Representative Level 3
Cloverdale Paint
04.2008 - Current
Cloverdale Paint in House Training
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