Jessee Fahrendholz
Winona
Summary
Dynamic Customer Service Manager with a proven track record at Peerless Chain, excelling in complaint resolution and team leadership. Enhanced customer retention through effective training and coaching, while streamlining processes for improved efficiency. Skilled in Microsoft Excel and adept at fostering a collaborative work environment, driving team success and satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Peerless Chain ~ Division of Kito Crosby
08.2024 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored employees on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Customer Service Supervisor
Peerless Chain ~ Division of Kito Crosby
04.2021 - 08.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Customer Service Order Entry Coordinator
Peerless Chain ~ Division of Kito Crosby
06.2018 - 04.2021
- Enhanced order accuracy by meticulously reviewing and confirming customer orders before processing.
- Facilitated seamless coordination between departments by communicating pertinent order information to appropriate departments or team members.
- Streamlined order entry processes for increased efficiency by implementing new software tools.
- Consistently met or exceeded performance goals for order volume and processing speed, contributing to overall team success.
- Provided excellent customer service by promptly addressing inquiries and resolving issues related to order entry and delivery.
Customer Service Representative
Peerless Chain ~ Division of Kito Crosby
10.2013 - 06.2018
- 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.
- 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.
Education
Winona Senior High School
Winona, MNSkills
- Customer service
- Microsoft outlook, word, and Excel
- Training and coaching
- Excellent time management skills
- Adherence to high customer service standards
- Complaint resolution
- Team building and leadership
- Handling escalations
- Performance evaluations
- Staff education and training
- Employee scheduling
Timeline
Customer Service Manager
Peerless Chain ~ Division of Kito Crosby
08.2024 - Current
Customer Service Supervisor
Peerless Chain ~ Division of Kito Crosby
04.2021 - 08.2024
Customer Service Order Entry Coordinator
Peerless Chain ~ Division of Kito Crosby
06.2018 - 04.2021
Customer Service Representative
Peerless Chain ~ Division of Kito Crosby
10.2013 - 06.2018
Winona Senior High School
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