Breanna McCrory
@breannamccrory
I am a customer service and pricing supervisor improving processes, efficiency, and customer satisfaction.
United StatesWhat I'm looking for
I am a results-driven customer service and pricing supervisor with a track record of operational improvements, three promotions in five years, and hands-on experience across customer quotes, order processing, returns, reconditioning, and invoicing. I identified and resolved a multimillion-dollar pricing error, implemented service level agreements to improve customer satisfaction, reconfigured Zendesk to increase productivity by 45%, and reworked ERP processes to better allocate orders.
I prioritize coaching and team development, having trained new team members and documented standard operating procedures to scale programs such as the Recondition Program. I also led cost-saving initiatives—introducing reusable vendor totes that reduced material expenses—and regularly collaborate with marketing and operations to strengthen customer connections and drive continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer Service & Pricing Supervisor
IMCO Carbide Tool
Jan 2021 - Present (4 years 8 months)
Supervise day-to-day department operations, leveraging KPIs and SLAs to prioritize work; identified and resolved a pricing error on a multimillion-dollar account and reconfigured Zendesk to increase agent efficiency by 45%.
Recondition Program Coordinator
IMCO Carbide Tool
Jan 2019 - Jan 2021 (2 years)
Coordinated and standardized the Recondition Program, implementing reusable totes that reduced material expenses by 3% in the first year and producing marketing assets to grow program visibility.
Customer Service Representative
IMCO Carbide Tool
Jan 2017 - Jan 2019 (2 years)
Handled customer quotes, order processing, returns and invoicing across channels and reconfigured ERP allocation for tools to orders, improving fulfillment accuracy.
Shipping Team Member
IMCO Carbide Tool
Jan 2016 - Jan 2017 (1 year)
Released orders, picked tools and prepared shipments while maintaining 97% order accuracy and operational efficiency.
Education
Degrees, certifications, and relevant coursework
MCMonroe County Community College
Psychology
2011 - 2012
Completed 22 credits in Psychology at Monroe County Community College from Fall 2011 to Fall 2012.
Bedford Sr. High School
High School Diploma, General Education
High School Diploma from Bedford Sr. High School, graduated in 2011.
UCUniversity of Toledo Family Business Center
Marketing
2023 -
Attended a one-hour webinar on the use of AI in marketing efforts on June 1, 2023.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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