Margaret Duffy
Shoreview,mn
Summary
Experienced Customer Service Representative with exceptional skills in oral and written communication, active listening, and analytical problem-solving. Utilizes service-oriented behaviors, understands customer desires, and provides customized solutions to enhance customer experiences and foster loyalty. Highly organized and dependable, adept at managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to meet team goals. Possesses a strong background in customer interactions and service solutions. Proficient in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and proactive approach in meeting customer and organizational goals.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
R&D Systems / Bio-Techne
12.2002 - Current
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Provided primary customer support to internal and external customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Answered constant flow of customer calls with minimal wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Shipping Assistant
R&D Systems Inc.
12.1995 - 12.2002
- Utilized software tools for generating labels, tracking shipments, and managing inventory efficiently.
- Enhanced shipment processing by organizing and maintaining accurate shipping documents.
- Played a key role in inventory management, conducting periodic audits to ensure accurate records of products in the warehouse.
- Streamlined shipping operations for improved efficiency through proper labeling and packaging of products.
- Supported company growth by training new Shipping Assistants on best practices, protocols, and company procedures.
- Assisted in auditing processes to identify inefficiencies within the department''s workflow and suggest improvements where needed.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
Education
High School Diploma -
Columbia Heights Senior High School
Columbia Heights, MN1988
Skills
- Retail Sales Customer Service
- Staff Training
- Customer Relations
- Microsoft Word
- Document Control
- Professional Telephone Demeanor
- Technical Support
- Order Processing
- Administrative and Office Support
- Computer Proficiency
- Call Triaging
- Relationship building
- Critical thinking
- Data entry
Additional Information
Proud to of been a part of the ERP Development team. Received EPIC Award for Microsoft AX Launch in 2016.
My years of service within Bio-Techne / R&D Systems Inc. has given me a lot of experience with the products and customers. I feel I am able to provide and share a service that is a positive contribution to our company and our customers. I believe in positive teamwork that builds a foundation for not just the employees and the company, but the customers also.
Timeline
Customer Service Representative
R&D Systems / Bio-Techne
12.2002 - Current
Shipping Assistant
R&D Systems Inc.
12.1995 - 12.2002
High School Diploma -
Columbia Heights Senior High School
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