Angie Shoemaker Email & Phone Number

Experienced Customer Services Specialist with over 30 years of experience answering inbound customer service calls, ensuring first-contact resolution. High level of customer service expertise and extensive industry product knowledge. Excellent phone presence. Proactive. Ability to communicate with individuals at all levels, from end-users and salesforce to technical professionals and leadership. Recognized as a leader among peers, detail-oriented, and a strong problem solver. Effective communicator, empathetic listener, responsive team player. Works independently to answer technical product questions, process orders, provide pricing quotes, and track/manage customer orders. Capabilities include: ● Inbound B2B and B2C Calls ● Order Processing ● Complaint Documentation ● Shipment Tracking ● Freight Billing ● Customer Relations ● Troubleshooting ● Rapport Building ● Follow-up ● Return Processing ● Upsells | Cross Sells ● Credit Memos ● Problem Resolution ● Technical Product Knowledge ● Quotes ● Pricing ● Product Configuration & Part Identification ● Outlook ● OnBase ● SAP ● Oracle ● Lotus Notes ● Right Fax ● Trackwise ● Reliance ETQ ● Microsoft Teams

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  Customer Service Representative

  Invacare Corporation

  Apr 1993 - Apr 2024 - United States

  Customer Service Representative I, II, III, Rehabilitation Equipment | 04/1995 to 04/2024Provided product support to Dealers, Sales Representatives, and the Veterans Administration, leveragingstrong technical knowledge of complex medical equipment, parts, and electronics.● Managed 60 to 70 incoming inquiries daily, consistently achieving call center metrics includingavailability, average talk time, attendance, accuracy/quality, product knowledge, completion of orders●… Show more Customer Service Representative I, II, III, Rehabilitation Equipment | 04/1995 to 04/2024Provided product support to Dealers, Sales Representatives, and the Veterans Administration, leveragingstrong technical knowledge of complex medical equipment, parts, and electronics.● Managed 60 to 70 incoming inquiries daily, consistently achieving call center metrics includingavailability, average talk time, attendance, accuracy/quality, product knowledge, completion of orders● Processed equipment orders, quotes, inquiries, credit requests, returns, and quality complaints.Handled exceptions, substitutions, allocations, and related processes.● Managed escalated calls, using professionalism and empathy to de-escalate and resolve issues.● Processed returns, using SAP, reviewing original orders, pricing, reason code, and completion ofquality complaint forms to quantify product defects. Performed credit memo requests.● Leveraged opportunities to upsell, influencing Dealers to purchase additional accessories forcustomized orders. Recommended products that may better suit client needs.● Supported outside sales representatives, providing product quotes, deviation requests (order inputwith specialized pricing), order entry, part numbers, and product questions.● Served as the team Subject Matter Expert (SME), providing technical knowledge about products andapplications.● Tracked orders in SAP, and conducted follow-up to expedite, as needed.● Updated and ensured the accuracy of customer data, order details, and case information in SAP.● Documented customer interactions thoroughly, recording important details and resolutions. Show less

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  Lorain County Community College

  Business Administration And Management, General