Amy Nelson
Elk River
Summary
Dynamic Senior Customer Service Representative with over 15 years of experience in enhancing customer satisfaction and managing orders. Known for building strong relationships with customers and delivering exceptional service while maintaining a comprehensive understanding of company policies and product offerings. Consistently achieves high-quality standards and productivity metrics, contributing to overall business success.
Overview
24
24
years of professional experience
Work History
Associate Service Specialist
North Star Imaging
Rogers
07.2024 - Current
- Delivered exceptional service to clients and stakeholders, addressing questions and concerns.
- Created accurate quotes with meticulous attention to detail.
- Processed and managed customer inquiries alongside quote entry tasks.
- Ensured seamless customer interactions through timely follow-ups and issue resolution.
- Efficiently coordinate with departments to manage orders from creation to fulfillment.
- Ensures accuracy of documents tied to orders, quotes, and client communications.
- Effectively handled workload to ensure timely project completion.
- Ordered parts, supplies or equipment from catalogs or suppliers.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Monitored inventory levels for parts used in service operations to ensure sufficient stock is available at all times.
Data Specialist
Canteen One
Minneapolis
11.2021 - 08.2024
- Enter Manual invoices into JD Edwards
- Set up templates for new Clints
- Due diligence of research prior to communicating any issues to the appropriate party
- Manage department email
- Follow specific process to retrieve, record and name received invoices
- Meticulous detail to ensure each invoice is processed and filed correctly
- Aid with miscellaneous projects
Senior Customer Service Representative
McKesson
Plymouth
06.2011 - 07.2020
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Checked status of orders and back-ordered products to coordinate efficient shipments
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Coached new team members on service techniques and provided scoring through quality assurance program
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Processed, scheduled and executed customer orders for new and established customers
- Leveraged consistent, successful strategies to meet and exceed performance goals
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries
- Fielded customer questions to share information about products, availability and pricing
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
- Completed orders and organized product deliveries to meet customer timetables
- Maintained records related to sales, returns and inventory availability
- Input credit and debit card payments in POS system to complete purchases
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules
- Consulted with specialists at medical device manufacturers for establishing new business partnerships.
- Proactively managed client correspondence and recorded all tracking and communications
- Identified prospect needs and developed appropriate responses along with information on suitable products
- Used Salesforce and JD Edwards to maintain company database with essential account and sales information
Customer Service Representative
Xcel Energy
Roseville
10.2006 - 08.2007
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Educated customers about billing, payment processing and support policies and procedures
- Met all customer call guidelines including service levels, handle time and productivity
- Trained new personnel regarding company operations, policies and services
- Investigated and resolved customer inquiries and complaints quickly
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Customer Care Representative
Honeywell
Minneapolis
06.2004 - 02.2005
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Oversaw daily operations to ensure high levels of productivity
- Served customers in a friendly, efficient manner following outlined steps of service
- Worked closely with home security technicians to maintain optimum levels of communication to effectively and efficiently complete projects
- Increased customer satisfaction by resolving home or business security ie
- Password or technical issues
- Monitored use of data files and regulated access to protect secure information
Credit Representative
AT&T
Minneapolis
06.2001 - 11.2003
- Managed collection work for assigned customer base, including contacting B2B customers to collect delinquent balances
- Answered incoming customer calls and questions regarding invoices
- Applied problem-solving skills to resolve disputes and facilitate payments
- Minimized accounts receivable collections and reconciled customer billings and statements
- Complied with internal controls and government regulations
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations
- Used critical thinking to break down problems, evaluate solutions and make decisions
Education
No Degree - Business Administration and Management
Yuba College
Marysville, CANo Degree - Medical Assistant
Argosy University
Edina, MNSkills
- Invoice Management
- Scheduling
- Database Administration
- Effective Interpersonal Communication
- Cross-Departmental Communication
- Guidance and Development
- Shipping Procedure Knowledge
- Warehouse Operations
- Understanding of Medical Terminology
- Effective Telephone Communication
- Order Coordination
- Client Account Management
- Billing Inquiries
- Customer Complaint Resolution
- Experience with ERP Solutions
Timeline
Associate Service Specialist
North Star Imaging
07.2024 - Current
Data Specialist
Canteen One
11.2021 - 08.2024
Senior Customer Service Representative
McKesson
06.2011 - 07.2020
Customer Service Representative
Xcel Energy
10.2006 - 08.2007
Customer Care Representative
Honeywell
06.2004 - 02.2005
Credit Representative
AT&T
06.2001 - 11.2003
No Degree - Business Administration and Management
Yuba College
No Degree - Medical Assistant
Argosy University