Iris Gaton Email & Phone Number

Grand Rapids, Michigan, United States

As a Customer Service Specialist (CSR) I am the inside communication link between the company and its customers. I assists customers, both on the phone and through written correspondence, with orders, ship dates, expedite requests, complaints, and questions. In addition, I maintain neat, timely and orderly paperwork and assists the regional sales managers with questions and problems. My is to make our customers’ interactions effective and pleasant while ensuring that our existing terms and conditions are understood and followed.Essential Duties and Responsibilities:Provide quality customer support in a timely, courteous, and effective fashion.Build relationships through incoming telephone calls and emails.Assist customers, both on the phone and through written correspondence, with orders, ship dates, expedite requests, complaints, and questions. Provide the necessary follow up to ensure that all customer inquiries, questions and complaints are resolved in a timely and satisfactory manner.Ensure the proper creation and timely handling of all Customer Service paperwork such as sales orders, return goods authorizations, credit/debit memo requests, etc.Prepare all necessary documentation for international shipments including but not limited to trade compliance documentation.Ensure that all customer service-related paperwork is maintained in neat, accurate and easily accessible files.Work collaboratively with all internal teams.Learn company products, applications, policies, and procedures as needed to support customers.Identify leads for Regional Sales Managers.Maintain a professional and calm demeanor at all times.Resolve product and/or service issues by helping the customer determine the cause of the concern, select the best solution to resolve the issue and follow up to ensure effective resolution.Ability to meet and sustain all department performance metrics.Innovative thinker who can continually improve processes over time.

Grand Rapids, Michigan

9 Years of work experience in the LATAM market. I have established a good relationship with Account Managers as well as Hotel’s Partners and peers and other internal departments. My main responsibilities include but not limited to:Positively impact cash flow by ensuring the accurate and timely processing of payments received by bank transfers and credit card. I must ensure that all creditControl responsibilities and duties are carried out accurately and within set time limits, whilst providing a first class service to all our hotel partners. Key Responsibilities:Maximizing cash collection across the board. Cash allocation and reconciliation. Rectification of previously mismanaged accounts. Problem solving and timely decision making. Meeting monthly and yearly targets. Daily management of debts and collections. Full accountability of all allocated accounts. All administrative duties, including professional electronic communication with Hotels. Implement and explain to hotel partners new payment methodsI’ve been part of the mentor program for new hired which includes training for new credit controllers,

As a Senior Customer Service Rep I train, coach and mentor for 5 CSR as well as maintained my responsibilities as a sales coordinator assisting the Account Managers in the Latin America region with orders, shipping, providing Customs documentation and any other sales or technical issues. Handle all domestic and international customer service inquiries from Spanish speaking customers and dealers.Use specific computer applications to set up and maintain customer master files, enter sales and repair orders, track warranty and customer history. Expedite and trace orders when necessary.Match and verify customer confirming purchase orders and formal quotations with appropriate sales or repair orders. Process and monitor orders for demonstration, display, evaluation. Log, expedite and coordinate return material authorization number, paperwork and good returned for credit or repair.Process credits as needed. Report customer complains. Prepare export documents, drafts and letters of credit for shipment of product to foreign countries, working closely with credit and shipping departments. Coordinate necessary paperwork for international customers and trade shows; consolidate and ship goods. Review international invoices for product and freight accuracy. Provide quality verbal and written external communication with customers, dealers, authorized service centers and subsidiaries.

Customer service Bilingual Team LeaderSupervised a team of 14 bilinguals CSR. Assist and coach CSR’S through telephone transaction. Provide feedback, coaching and counseling relative to quality of work performed. Analyze data and provide comprehensive reports to management on a regular basis on productivity and work statistics.