Suzanne Phelps
Lexington
Summary
Accomplished customer service leader with over 20 years of experience enhancing team performance and customer satisfaction. Proven ability to manage complex inquiries while training and supervising staff to achieve operational excellence. Recognized for fostering strong client relationships and maintaining high service standards in fast-paced environments.
Overview
28
28
years of professional experience
Work History
Inside Sales Representative
ABC Supply
Rural Hall
11.2025 - Current
- Interacted with customers in person and over the phone to place orders and address inquiries.
- Developed strong customer relationships to enhance loyalty and repeat business.
- Received orders into inventory and processed sales orders using company software systems.
- Invoiced orders and processed payments to ensure financial accuracy.
- Coordinated with warehouse staff to ensure timely and efficient order fulfillment.
Team Leader - Customer Service
Atrium Windows & Doors
Lexington
01.2016 - 11.2025
- Supervised and trained nine employees, enhancing team performance and skill development.
- Ensured timely response to customer calls, maintaining high service standards.
- Delegated tasks among sales staff, ensuring prompt resolution of customer orders and inquiries.
- Handled complex situations and issues to facilitate effective resolutions.
- Collaborated with management to ensure compliance with company policies and procedures.
- Conducted employment interviews, selecting qualified candidates to strengthen team capabilities.
- Provided yearly performance reviews and established performance goals for employees.
Pricing Coordinator - Customer Service
Atrium Windows & Doors
Lexington
09.2013 - 01.2016
- Liaison with Corporate Billing in setting up new accounts; set up pricing for new accounts, price increases and promotional pricing.
- Manage special programs for corporate accounts.
- Answer technical questions for the customer service department, sales staff and customers.
- Resolve warranty questions and procure replacement parts.
- Organize customer visits, prepare and present presentations to customers, provide customer training for online ordering system.
- Liaison with IT to resolve issues for customers and customer service. Assist IT with system testing for new products and added features to our web based system.
- Perform market research on competitors' products and services.
- Review window spec sheets and recommend a product that meets all required specifications.
Senior Customer Service Representative - Call Center
Atrium Windows & Doors
Lexington
06.1998 - 09.2013
- Managed deadline-driven, high-volume workload resolving 600+ inquiries, problems or issues weekly while consistently meeting performance benchmarks for speed, accuracy and volume
- Lead, trained and developed five employees in managing customer inquiries and complaints
- Focused on treating customers with high level of respect and care - became customers "hero" by decreasing stressful situations and finding viable solutions.
- Met and collaborated with other departments ensuring greatest outcome for customers and company;
- Recipient of numerous customer accolades for superior customer service.
- Achieved promotion to Senior Customer Service Representative, demonstrating leadership in pricing coordination and team management.
- Top Achiever for accuracy and volume for two consecutive years. Implemented new processes and procedures on time effectiveness and material reductions.
Education
Forsyth Technical Community College
Winston-Salem, NCSkills
- Order processing
- Invoice generation
- Account setup
- Customer relations
- Customer service
- Pricing strategy
- Edi
- Excel
- Word
- Data entry
- Attention to detail
- Organized and efficient
- Time management
- Effective communication
- Problem solving
- Team leadership
- Conflict resolution
- Performance evaluation
Additional Information
Computer skills: Word, Excel, EDI
Timeline
Inside Sales Representative
ABC Supply
11.2025 - Current
Team Leader - Customer Service
Atrium Windows & Doors
01.2016 - 11.2025
Pricing Coordinator - Customer Service
Atrium Windows & Doors
09.2013 - 01.2016
Senior Customer Service Representative - Call Center
Atrium Windows & Doors
06.1998 - 09.2013
Forsyth Technical Community College