Holly

Results-driven professional with over 17 years of experience in customer service and sales support. Expertise in training teams, resolving complex issues, and implementing strategies that improve customer satisfaction and operational efficiency.

Sales Support/Data Entry/Customer Service Lead at ADA SOLUTIONS, INC. (2007-11 – 2025-05)

Led customer service team to ensure exceptional support for clients.

• Trained new staff on customer service protocols and company policies.
• Resolved complex customer issues through effective communication and problem-solving.
• Collaborated with other departments to improve service delivery processes.
• Monitored team performance, providing constructive feedback to enhance service quality.
• Implemented strategies to enhance customer satisfaction and engagement levels.
• Resolved escalated issues from team members or customers in an efficient manner.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Consulted with customers regarding needs and addressed concerns.
• Ensured timely processing of credit card payments to enhance customer satisfaction.
• Provided expertise on product knowledge, services, policies and procedures to customers.
• Ensured compliance with company policies and regulations related to customer service operations.
• Worked closely with other departments such as sales, marketing and IT teams to ensure smooth delivery of services.
• Volunteered to handle complaints and issues for manager during busy time periods.
• Reviewed customer feedback to pinpoint areas for product and service enhancement.
• Developed and implemented customer service policies, resulting in improved customer experience and satisfaction.
• Handled customer inquiries and complaints in a professional manner.
• Developed strategies for improving customer satisfaction levels.
• Maintained accurate records of customer interactions and transactions.
• Implemented changes based on feedbacks received from customers.
• Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
• Identified opportunities to increase sales through cross-selling products or services.
• Coordinated with other departments to resolve customer issues efficiently.
• Developed strong customer relationships to encourage repeat business.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Conferred with customers by email or telephone to provide information about products or services and take orders (via email).
• Supported sales team members to drive growth and development.
• Promoted available products and services to customers during service, account management and order calls.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.
• Provided top quality control and eliminated downtime to maximize revenue.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Collected prepay credit card payments and arranged for billing.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Worked efficiently to expedite orders and meet customer demands.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Prevented key account losses by researching discrepancies and correcting problems.
• Updated databases with new and modified customer data.
• Updated system with order specifics and customer details, preferences, and billing information.
• Managed data entry workflows to ensure timely processing of information.
• Trained team members on best practices for data accuracy and efficiency.
• Oversaw quality control measures to maintain high standards in data management.
• Developed training materials for onboarding new staff in data entry protocols.
• Collaborated with IT to troubleshoot issues related to data entry software.
• Reviewed and validated incoming data for completeness and correctness.
• Performed quality control checks on incoming data to ensure accuracy prior to entering into the system.
• Developed standard operating procedures for daily tasks associated with the role.
• Provided guidance and instruction to ensure accuracy of data.
• Assisted in developing test plans for validating changes made to software applications used for data entry purposes.
• Coordinated with other departments such as IT, Sales, and Marketing on various initiatives related to gathering customer information.
• Reviewed existing processes and developed new strategies to improve efficiency in the data entry process.
• Provided technical support to users regarding issues encountered when inputting or retrieving data from databases.
• Ensured compliance with company policies and procedures related to data entry operations.
• Identified, corrected, and reported data entry errors.
• Entered data into spreadsheets, documents and databases with high accuracy rate.
• Transferred written information into databases to maintain consistent, accurate client records and project details.
• Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
• Obtained scanned records and uploaded into company databases.
• Researched and obtained further information for incomplete documents.
• Was responsible for proofing invoices as well as inventory reports.
• Confirmed pricing, color, size, and type of each product ordered on all purchase orders.
• Reached out to customers and worked with them to revise orders before entering into Prelude.
• Added new customers and new customer locations in Prelude (Netsuite).
• Revised current customer data when required in Prelude.
• Worked with IT to correct any pricing discrepancies within Prelude.
• Applied 2% Safety Discount to specific orders for customers entitled to free Safety Product.
• Worked very closely with the sales team to ensure accuracy on all qualified orders.
• Managed rebates for customers who belonged to certain buying groups (CSG, ACD) earning quarterly rebates.
• Completed Pennsylvania Certifications for Detectable Warning products (PA Form # CS-4171).
• Sent certifications to Shipping department to be included with Packing Slip.
• Emailed certifications to customers if requested.
• Answered sales team and customer questions regarding pricing, tracking, and inventory availability.
• Took calls regarding freight tracking and freight costs.
• Worked with Accounting to get invoices revised and resent for freight cost discrepancies.
• Issued credits when billing out of Prelude.
• Responded to invoice related questions for Accounting support.
• Qualified all return requests before providing RGA to customers.
• Ensured returned products met Return guidelines (purchased within past 3 months and in re-sellable state).
• Reached out to manager for decision on returns not meeting guidelines.
• Notified customers and sales reps of return rejections.
• Provided RGA to customers with instructions on where to ship returned products.
• Notified sales representatives of pending returns.
• Notified Accounting with credit amounts based on qualified products after warehouse inspection.
• Accounted for quantity received discrepancies in credit amounts.
• Excluded damaged or unusable products from credit amounts.

Certified Wedding And Event Planner in Event Planning – Mount Wachusett Community College (2010)

High School Diploma – North Middlesex Regional High School (2005-06)

Certified Nursing Assistant in Nursing – Holden Quality Staffing (2005)