Mary DeFrehn
Philadelphia
Summary
Dynamic Service Administrator with a proven track record at U.S Glass and Metal, Inc., enhancing customer satisfaction through effective incident management and organizational expertise. Successfully streamlined service processes, resulting in improved workflow efficiency and strong vendor relationships, while consistently prioritizing customer needs and delivering exceptional service.
Overview
38
38
years of professional experience
Work History
Service Administrator
Paul Rabinowitz Glass
09.2016 - Current
- Managed customer service inquiries to enhance satisfaction and retention.
- Streamlined administrative processes, improving workflow efficiency across departments.
- Coordinated scheduling and logistics for service appointments, ensuring timely completion.
- Implemented tracking systems for service requests, increasing response accuracy.
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Established strong relationships with vendors, negotiating contracts that led to cost savings while maintaining quality standards.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
Service Administrator
U.S Glass and Metal, Inc.
02.2010 - 05.2016
- Conducted regular audits of service records to maintain data integrity and consistency.
- Coordinated with multiple departments to ensure the timely delivery of services, improving overall effectiveness.
- Coordinated scheduling and logistics for service appointments, ensuring timely completion.
- Managed a high volume of service requests, prioritizing tasks to meet deadlines consistently.
- Established strong relationships with vendors, negotiating contracts that led to cost savings while maintaining quality standards.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Collaborated closely with technicians to ensure proper scheduling and allocation of resources for optimal results.
- Updated customer service database with new information, address changes, and contact details.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Customer Service Representative
Franklin Glass Works Inc.
03.1988 - 02.2010
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Processed orders and coordinated shipments using inventory management systems to ensure timely delivery.
- Trained new staff on customer service protocols, enhancing team efficiency and service quality.
- Collaborated with sales team to provide product knowledge and support during busy periods, improving customer satisfaction.
- Implemented best practices for handling escalated issues, reducing resolution time and increasing customer retention rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
High School Diploma -
Cardinal Dougherty High School
Philadelphia, PASkills
- Policy enforcement
- Incident management
- Organizational expertise
- Asset management
- Customer service excellence
- Scheduling appointments
- Data entry
- Follow-up skills
- Telephone etiquette
- Account management
- Research
- Inbound call answering
- Front office administration
- Customer service
- Multitasking Abilities
Timeline
Service Administrator
Paul Rabinowitz Glass
09.2016 - Current
Service Administrator
U.S Glass and Metal, Inc.
02.2010 - 05.2016
Customer Service Representative
Franklin Glass Works Inc.
03.1988 - 02.2010
High School Diploma -
Cardinal Dougherty High School