Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Unger

Gore

Summary

Personable and dedicated Customer Service Representative. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Developed strong client relationship management and sales support skills in fast-paced environment. Excels at streamlining processes and providing valuable support to sales teams. Looking to transition these skills into new field to drive success and efficiency.

Overview

10
10
years of professional experience

Work History

Sales Support

American Woodmark
09.2023 - Current
  • Provided support to our outside sales representatives by handling phone calls and emails in a timely manner
  • Conducted research on escalated issues and reported findings back to sales to provide the most accurate and detailed information possible as well as escalating issues to other outside departments when applicable
  • Mentored junior team members, fostering skill development and career growth opportunities within the Sales Support department
  • Aided in the development of training materials for new associates and updating SOPs
  • Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.


Consumer Emails Team

American Woodmark
04.2020 - 09.2023
  • Oversaw the opperation of 3 of our main inboxes for 3 major brands; American Woodmark, Allan+Roth and Shenandoah Cabinetry
  • Responded to customer reviews through Bazaarvoice, an online review platform


  • Developed strong relationships with customers and stores through consistent follow-up, ensuring their ongoing satisfaction and loyalty to the brand.
  • Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills, was also a peer guide/trainer for 4 years
  • Maintained comprehensive product knowledge, staying up-to-date on new features and offerings to better assist customers.
  • Handled escalated emails with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.


Customer Care Professional

American Woodmark
01.2016 - 04.2020
  • Deliver fast, friendly and knowledgeable service and information regarding routine product questions and product complaints/issues.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty either via phone or email.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
  • Followed up on emailed or web-submitted customer inquiries within standard response times.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
  • Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
  • Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.

Customer Service Representative/ Inside Sales

Invenio Solutions
08.2016 - 12.2016
  • Answered customer questions about products and services and recommended appropriate solutions.
  • Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
  • Educated customers on product features and technical details to highlight benefits.
  • Generated quotes, processed payments and documented customer communications.
  • Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.
  • Called potential customers to assess business needs and present value propositions.
  • Entered, updated and maintained comprehensive and up-to-date customer information in CRM database.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Bachelor of Science - Criminal Justice

Shenandoah University
12.2007

High School Diploma -

Loudoun Valley High School
06.2003

Skills

  • Focused listening ability
  • Approachable demeanor
  • Dedicated professional attitude
  • Skilled in managing multiple tasks
  • Peer training expertise
  • Skilled in resolving conflicts
  • Strategic decision-making
  • Trustworthy and accountable
  • Customer-focused service
  • Online Chat Support

Timeline

Sales Support

American Woodmark
09.2023 - Current

Consumer Emails Team

American Woodmark
04.2020 - 09.2023

Customer Service Representative/ Inside Sales

Invenio Solutions
08.2016 - 12.2016

Customer Care Professional

American Woodmark
01.2016 - 04.2020

High School Diploma -

Loudoun Valley High School

Bachelor of Science - Criminal Justice

Shenandoah University

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Kelly Unger