Sherie Moore
Summary
Proven Customer Service Coordinator at Ridley Windows and Doors, adept in complaint handling and account management, enhanced customer satisfaction by developing new protocols and streamlining warranty claims at Jeld-Wen Windows & Doors. Demonstrated exceptional documentation skills and customer focus, leading to significant improvements in service quality and efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Coordinator
Ridley Windows and Doors
11.2022 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Explained charges, fees, terms of sales, and service agreements customers daily.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Developed and implemented new customer service protocols, resulting in improved resolution rates and customer feedback.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Warranty Coordinator
Jeld-Wen Windows & Doors
04.2016 - 11.2022
- Enhanced customer satisfaction by efficiently managing warranty claims and providing timely solutions.
- Assisted in the design of an online warranty claim submission system, simplifying input for customers and speeding up processing times.
- Maintained thorough knowledge of product warranties, enabling prompt assistance to customers and colleagues alike.
- Participated in cross-functional meetings to discuss ongoing warranty matters and develop strategies for continuous improvement in customer service quality.
- Effectively communicated complex technical information to customers, facilitating clear understanding of their warranties'' scope and limitations.
- Coordinated effectively with sales teams on pre-warranty inquiries from potential clients.
- Collaborated with technicians to ensure accurate diagnosis and repair of product issues under warranty.
- Assisted in the development of training materials for new hires, contributing to a well-informed team of Warranty Coordinators.
- Demonstrated exceptional attention-to-detail when reviewing claim documentation before making eligibility decisions.
Education
High School Diploma -
Coleridge & Parry Secondary
Barbados06.2005
Skills
- Customer service excellence
- Meticulous attention to detail
- Administrative Support
- Account Management
Timeline
Customer Service Coordinator
Ridley Windows and Doors
11.2022 - Current
Warranty Coordinator
Jeld-Wen Windows & Doors
04.2016 - 11.2022
High School Diploma -
Coleridge & Parry Secondary
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