Phil Shively Email and Phone Number

Manage inbound messages from mt.com, process these messages into SAP CRM and route messages to appropriate business areas.Provide communication to customers regarding receipt of the inquiry and next stepsEnsure timely customer follow-up from other departments and take first ownership of inquiriesEnsure database integrity by validating and correcting data at every practical opportunitySeek and leverage opportunities for process improvements within the web inquiry processCore Team Member, LGAP E-commerce project, Oct 2022 - Dec 2023: Analyzed request types to determine target customers for email campaign Designed email signatures and clickable graphics Represented MCR Team in project and STECO (leadership) meetings Presented Customer Portal to other teams at National Sales Meeting, Feb 2023

Generated hot and warm leads to support the sales pipeline, considering customer needs and readiness to buy productsManaged multiple telemarketing campaigns for Lab products and servicesParticipated in specified segment marketing campaignsAssisted with training new team membersNurtured leads, building relationships by conducting ongoing and informative dialogue to assist qualified prospects not yet sales-readyProvided weekly campaign result updates to mid- and upper-level managementProactively communicated business issues and trends to consider alternative techniques and offersMet and exceeded 40% conversion rate

Handled part and product orders for technicians, distributors, and end user customers by phone and emailProcessed orders for the United States and CanadaEscalated orders to warehouse management when necessaryCreated Job Aids for Canada ordersDetermined best shipping methods based on locations and urgency of ordersAssisted with initial Costco standard carry technician stock ordersProcured out-of-stock items from field technicians and distributors, based on field inventoryEstablished and maintaned relationships with external customers, field personnel, Area Service Leaders, and distributors

Inbound customer service calls. Answered general inquiries, opened service request tickets, investigated service issues, connected internal and external customers to appropriate departments.