Lola Walker Email & Phone Number

Chicago, Illinois

Serve as Primary Point of Contact (POC) for all consumer product inquiries and concerns, serve as the organizational spokesperson across multiple contact points including telephone, post mail and email.• Maintain, monitor and report to senior management the number of weekly inquiries:letters, emails and telephone; assist the company president in preparing responses.• Manage consumer contacts; ensure that contacts are entered accurately into Oracledatabase for future data mining.• Create and distribute a quarterly trend analysis report for quality control andmanufacturing; compile data and utilize Excel, reporting activity to president andappropriate departments.• Identify and evaluate trade magazines for targeted advertising campaigns; developand present budget to president for approval and coordinate with marketing forgraphics.• Create internal/external communications materials including personal correspondencesand speeches for the company president.• Evaluate product donation requests to determine eligibility; coordinate approval processwith company president as well as product deliveries.• Coordinate product placement and permissions for movies and television; retainrequestor information and submit to treasury department for approval.• Review consumer insurance claims; determine eligibility and forward to insurancemanager for processing.• Coordinate with marketing department for product replenishment.• Communicate with Amazon customers regarding order issues for increased customersatisfaction.• Compose and distribute responses to BBB consumer complaints.• Create and monitor a trade advertising budget valued at $31K.

Oak Brook, Illinois

• Responded to customer phone, chat and e-mail support requests in a timely, efficientand professional manner; worked with any escalated calls and provided replacementproducts.• Maintained expert-level knowledge of all features and business application for all assigned product lines.• Provided written or verbal instructions to end users for issue resolution.• Trained new and existing employees on various aspects and properties of products. • Researched solutions for common user issues and relay finding to staff.• Assisted in the interviewing and hiring of new employees as well as development of annual goals for existing employees.• Monitored feedback from consumers on multiple websites; investigated, responded to and resolved negative comments.• Ran and delivered managerial reports in SAP.• Collaborated with regulatory department in providing consumers with technical product information.• Ran quarterly quality control and manufacturing reports via SAP and CRS systems.• Collaborated with quality control and manufacturing teams on various product quality concerns based on customer feedback.• Created donation request form for various non-profit organizations; defined needs and mailed forms.Accomplishments:» Designed and implemented a web-based survey to monitor metrics; contacted consumers regarding negative comments.» Attended a six-week SAP training session; served as SME and trainer for SAP.» Led team in successful preparation and implementation of CRS system including server side attachments, audit trail, chat and knowledge base.» Started as a phone representative and was quickly promoted to a leadership position.

Wood Dale, Illinois

Responsible for all account management activities including sales and licensing for this bulk computer sales and service company. Directly managed inventory, new sales and licensing for more than 13 major accounts as well as smaller accounts.