Anita Bailey
Trinity
Summary
Dedicated Customer Solutions Professional with expertise in CRM software utilization and problem resolution. Proven ability to enhance service delivery and drive customer satisfaction through effective communication and technical support.
Overview
35
35
years of professional experience
Work History
Customer Solutions Professional
Veritiv Corporation
Garner
01.2023 - Current
- Guided customers in product selection and provided technical support to enhance user experience.
- Managed order processing and ensured timely fulfillment of customer requests.
- Worked with sales teams to identify customer needs and streamline service delivery.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Facilitated cross-departmental communication to enhance overall customer experience.
- Resolved customer complaints in a timely manner, ensuring customer satisfaction.
- Addressed customer complaints promptly by actively listening and providing tailored solutions.
- Assisted customers with product selection, purchase decisions and inquiries regarding products or services.
- Attended regular meetings with other Customer Solutions Specialists to discuss strategies for enhancing the overall customer experience.
- Managed multiple tasks simultaneously while maintaining accuracy of work performed.
- Provided guidance and assistance during peak periods when call volumes were high.
- Greeted customers and provided prompt, friendly customer service.
- Updated system with order specifics and customer details, preferences, and billing information.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Prevented key account losses by researching discrepancies and correcting problems.
Customer Service Specialist
Xpedx
Garner
01.2013 - 12.2022
- Delivered exceptional customer support via phone and email, enhancing customer satisfaction.
- Assisted customers with product inquiries and order tracking effectively.
- Documented customer interactions in the CRM system accurately.
- Collaborated with team members to improve service delivery processes.
- Guided customers on product features and benefits, improving their understanding and engagement.
- Managed returns and exchanges following company policies consistently.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries and concerns effectively, ensuring quality service and adherence to performance standards.
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Performed data entry of customer orders into the company's order management system.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Addressed customer questions and concerns regarding products and services.
Assistant Credit Manager
Xpedx
Garner
01.2001 - 12.2012
- Managed credit applications and assessed customer creditworthiness for Xpedx clients.
- Collaborated with sales teams to address and resolve credit-related inquiries and disputes, enhancing customer satisfaction.
- Maintained accurate records of accounts receivable and payment histories.
- Maintained a high level of confidentiality when dealing with sensitive information.
- Evaluated requests for extensions or modifications of existing loans.
- Analyzed financial data from customers to assess current creditworthiness and future repayment capacity.
- Negotiated payment plans with delinquent borrowers, mitigating potential losses from bad debt write-offs.
- Conducted due diligence investigations into prospective customers, ensuring informed decisions prior to granting new lines of credit.
- Coordinated with internal departments to resolve customer inquiries or disputes about billing and payment issues.
- Reviewed loan applications, credit reports and financial statements to determine credit worthiness.
- Collaborated cross-functionally with sales, management and other departments to maintain effective operations.
Credit Clerk
Xpedx
Garner
01.1991 - 12.2000
- Evaluated credit reports to determine customer creditworthiness and associated risk.
- Processed credit applications for customers efficiently and accurately.
- Maintained detailed records of credit transactions and customer accounts.
- Resolved discrepancies in customer billing and accounts receivable to enhance accuracy.
- Coordinated with sales team to facilitate seamless credit transactions for clients.
- Reviewed credit records to evaluate customer histories.
- Performed periodic audits of loan documents to ensure compliance with regulations.
- Assisted customers in completing applications for new loans or credit cards.
Education
Bachelor of Arts - Business Administration
North Caroina Wesleyan College
Rocky Mount, NC05-1985
Skills
- Customer relationship management
- Technical support
- Order processing
- CRM utilization
- Product knowledge
- Service delivery improvement
- Problem Resolution
- Customer Service
- Self-starter
Timeline
Customer Solutions Professional
Veritiv Corporation
01.2023 - Current
Customer Service Specialist
Xpedx
01.2013 - 12.2022
Assistant Credit Manager
Xpedx
01.2001 - 12.2012
Credit Clerk
Xpedx
01.1991 - 12.2000
Bachelor of Arts - Business Administration
North Caroina Wesleyan College