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
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
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
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
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