Tara Henson
Crown Point
Summary
Results-driven Customer Service Representative with a track record of exceeding performance metrics while handling multiple customer inquiries daily. Proven ability to resolve issues swiftly, enhance customer retention, and deliver exceptional service. Actively collaborates with teams to improve processes and drive organizational success.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Pacesetter Steel
Crown Point
2021.09 - Current
- Assisted multiple customers daily via phone, email, or chat, ensuring a high level of satisfaction, including our top 3 customers.
- Handled customer inquiries and complaints in a professional and timely manner.
- Resolved customer issues quickly, enhancing retention and generating positive feedback.
- Achieved or exceeded performance metrics with less than 1% in errors.
- Maintained detailed records of customer interactions in CRM systems.
- Collaborated with team members to improve service processes.
- Entered orders, maintained customer profiles, and analyzed and updated master contracts for over 1000 customer parts.
- Built master contracts, maintained pricing updates based on market conditions.
- Trained new employees on customer service procedures to ensure consistent service quality.
Service Center Coordinator
Pacesetter Steel
Sauk Village
2018.01 - 2021.09
- Coordinated all customer orders for timely shipment and receipt at this location.
- Ensure material is picked, processed and staged for shipment based on customers' requirements.
- Work with Carriers to ensure orders were picked up and delivered on time.
- Streamlined loading and unloading processes for shipments, enhancing turnaround time for drivers.
- Responded to all inbound calls promptly, ensuring customer satisfaction.
- Review and confirm specs (grade, size, coating, tolerances).
- Work with Mills/Carriers on inbound material, receive into system and tag for quick identification.
- Maintained all tool calibration files in compliance with ISO standards.
Branch Account Manager
OneMain Financial
Merrillville
2016.06 - 2018.01
- Entered loan applications based on customers' needs and worked with underwriting to help them with their financial needs.
- Facilitated enhancements of loan options for current customers to improve their financial outcomes.
- Processed Account payments.
- Conducted collection calls to recover outstanding payments and maintain account status.
- Promoted additional insurance and perks during closing to enhance customer value.
- Welcomed customers upon entry to create a positive first impression.
Retail Manager
Horseshoe Casino
Hammond
2013.11 - 2016.06
- Manage two retail outlets within the Casino.
- Led sales training initiatives to enhance staff knowledge and improve customer engagement across the casino.
- Oversaw daily operations of shops, including merchandise ordering tailored to demographics and sourcing snacks/beverages for quick grab-and-go.
- Collaborated with marketing team to promote Gift Shop during special events, driving customer traffic and sales.
- Ensured accurate payroll processing reflecting sales data.
- Processed inbound and outbound orders.
Administrative Manager
Lowes Home Improvement
2003.11 - 2013.11
- Assistant to Store Manager. Managed the daily operations of the store up to 140 employees.
- Oversaw payroll records, ensuring accuracy in employee compensation and compliance with regulations.
- Managed financial records and tracked expenses for the store.
- Coordinated support departments, including front end operations, receiving and delivery, install sales, pricing, facilities, and audit control, to streamline operations.
- Hired and trained new employees and provided HR support to all employees.
- Delivered exceptional customer service while supporting sales departments to enhance customer satisfaction.
Education
Certificate - Legal Secretary, Business Administration
Sawyer College of Business
Hammond, IN1993-01
Diploma - General Studies
Morton Senior High School
Hammond, IN1991-06
Skills
- Customer support
- Call handling
- CRM software
- CRM tools
- TMS systems
- Data entry
- Time Management & Multitasking
- Microsoft Office
- Conflict resolution
- Verbal communication
- Active Listening
- People Management
- POS Systems
Additional Information
Strong work ethic and reliability, Ability to stay calm under pressure, Team-oriented with a positive attitude, Quick learner, Adaptable
Certifications Training
- Customer Service Awards and Certificate
- Communication or Conflict Resolution Training
- Sales Training
Websites
Timeline
Customer Service Representative
Pacesetter Steel
2021.09 - Current
Service Center Coordinator
Pacesetter Steel
2018.01 - 2021.09
Branch Account Manager
OneMain Financial
2016.06 - 2018.01
Retail Manager
Horseshoe Casino
2013.11 - 2016.06
Administrative Manager
Lowes Home Improvement
2003.11 - 2013.11
Certificate - Legal Secretary, Business Administration
Sawyer College of Business
Diploma - General Studies
Morton Senior High School