Hannah Woodford
Lowell
Summary
Dynamic professional with a strong background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving consistently drives a track record of exceeding expectations. Recognized for adaptability to evolving needs and a collaborative spirit that fosters effective teamwork, ensuring seamless integration of efforts across departments. Committed to delivering results through a proactive approach that aligns customer and organizational goals, ultimately contributing to sustained success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative III
Graybar Electric Company
Springdale, AR
06.2024 - Current
- A key contact and liaison for customers to ensure their total satisfaction. Interacting with customers on an ongoing basis, entering orders, handling requests and providing support needed in a timely, professional and courteous manner.
- Ensure every customer experience is top notch in quality. Handle incoming and outgoing customer calls and written correspondence in a professional, timely manner, ensuring follow up on customer issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Taking an active role in selling Graybar goods and services on inbound calls. Providing support on product selection and application.
- Coordinate customer service requests including order entry, pricing, expediting, billing, order maintenance, credit and claims.
- Proficient in SAP, OMS+, Microsoft Office, etc.
Post-Closing Processor
City Title & Closing, LLC
Rogers, United States
03.2022 - 03.2024
- Instituted best practices for data management, helping to minimize errors and improve overall efficiency within the closing department.
- Coordinated daily closing activity to fulfill team responsibility for meeting and exceeding customer closing expectations.
- Maintained confidentiality and privacy by adhering to company security protocols when handling sensitive financial documents and customer information.
- Assisted loan officers in meeting deadlines by efficiently coordinating with title companies, attorneys, and other relevant parties.
- Organized and maintained electronic and physical file systems, ensuring easy access to critical information for all team members involved in the closing process.
Supervisor
Serco North America
Rogers, United States
12.2014 - 03.2022
- Managed a team of 25 call center agents, overseeing performance, providing feedback, coaching, and mentoring to enhance productivity and customer service quality.
- Implemented and enforced quality assurance standards to ensure professional and accurate call handling in line with company policies; reviewed call recordings and provided feedback for service excellence.
- Resolved escalated customer inquiries or complaints requiring managerial intervention; collaborated with other departments to find solutions and ensure customer satisfaction.
- Generated and analyzed reports on team performance, call trends, and operational metrics to drive efficiency and effectiveness through data-driven decision-making.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Education
Associate's Degree - Arts & Sciences
Northwest Arkansas Community College
05.2013
Skills
- Dependable and responsible
- Administrative support
- Organizational and multitasking skills
- Empathy and tact
- Active listening
- Critical thinking
Timeline
Customer Service Representative III
Graybar Electric Company
06.2024 - Current
Post-Closing Processor
City Title & Closing, LLC
03.2022 - 03.2024
Supervisor
Serco North America
12.2014 - 03.2022
Associate's Degree - Arts & Sciences
Northwest Arkansas Community College