Patty Smail Email & Phone Number

Dexter, Michigan

Process customer warranty and non-warranty claims, credits, and orders for both the Dexter & Delhi divisions.

Ann Arbor, Mi

• Provided daily leadership to 10 Customer Service Representatives. • Managed the staff work load; work flow requirements; and involved in the hiring process, gave input to supervisor for performance reviews, continuously trained staff and mentored employees.• Responsible for overall customer account management of all products including a through working knowledge of the company’s customer service policies and procedures. • Handled telephone/email correspondence with customers; processed large new/on-going orders, credits, refunds and reapplication of refunds; and ensured high customer satisfaction. • Managed the timely processing of customer orders and resolved customer disputes. • Created and ensured delivery to customer's $18M worth of renewals annually. Responsible for sending out yearly renewal reminders; created customer quotations; and processed customer accepted renewals/orders.• Identified system and workflow improvements that enhanced the team's efficiency.• Created a variety of documentation; provided management/vendors with various reports; and was the department liaison for internal and external customers.

Ann Arbor, Mi

• Prepared the sales team ProQuest product quotations for their end customer's to help them secure sale(s). • Handled the ordering of all microform equipment for the entire company. Working closely with various vendors to ensure customer's received their equipment orders. Example, microform cabinets & reader printers.• Tracked all customer earned bonus dollars that could be spent on additional product or equipment via an access database. I notified customer's how much they had to spent and what the expiration date for spenting the bonus dollars was. Provided management monthly activity reports showing what was earned and spent.. When customer's spent their bonus dollars I handled the processing all the orders.

Ann Arbor, Mi

Processed customer orders for product(s) that customer's ordered from ProQuest. Ensured production received correct packling slips in order to produce and ship product(s) to the end customer(s) ProQuest.

Ann Arbor, Mi

Received dissertations from educational institutions from all over the country. Unpacked and got the dissertations ready to be filmed so they could be published and available for the author, school's, or researchers to purchase.