Mary McMerty
Duncan
Summary
Detail-oriented professional with a strong background in customer service and CRM utilization. Known for effective communication skills and problem-solving abilities, innovative thinking, and contributing to significant process improvements.
Overview
14
14
years of professional experience
Work History
Customer Care Representative
Johnson Controls Fire Protection LP
Spartanburg, SC
04.2019 - Current
- Developed and implemented process improvements, streamlining customer service workflows for efficiency.
- Collaborated with cross-functional teams to address customer feedback, driving enhancements in service delivery.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Agent Assistant
Johnson Controls Inc
Greenville, SC
08.2014 - 04.2019
- Contributed to the achievement of departmental targets by consistently meeting personal performance metrics.
- Coordinated with other departments as needed, ensuring seamless handoff between teams for complex issues requiring further assistance.
- Utilized CRM systems to track customer interactions and ensure accurate recordkeeping.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
Integrated Marketing Specialist
Entercom Communications Corp
Greenville, SC
08.2012 - 03.2014
- Developed and executed tailored advertising strategies for diverse client portfolios.
- Cultivated strong relationships with clients, enhancing customer satisfaction and retention rates.
- Analyzed market trends and competitor activities to inform strategic decision-making for clients.
- Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
- Drove revenue growth through upselling opportunities within existing accounts, fostering long-term partnerships.
- Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
Education
Bachelor of Science - Marketing
University of Central Florida
Orlando, FL12-2008
Skills
- CRM software use and training
- Multitasking and organization
- Verbal and written communication
- Teamwork and collaboration
- Problem-solving abilities
- Marketing campaigns and strategy formulation
Winner of the OpenBlue Digital Offerings SME Competition (2022)
Represented the Atlantic Coast Area in the BSNA OpenBlue Digital Offerings SME competition where I was trained to be a subject matter expert on our digital portfolio and was the only participant to earn a perfect score on my presentation.
Timeline
Customer Care Representative
Johnson Controls Fire Protection LP
04.2019 - Current
Customer Service Agent Assistant
Johnson Controls Inc
08.2014 - 04.2019
Integrated Marketing Specialist
Entercom Communications Corp
08.2012 - 03.2014
Bachelor of Science - Marketing
University of Central Florida