Ellen M. Johnston

**** **** ***** **** ***. #*

Birmingham, MI 48009-5987

OBJECTIVE

Business Support Representative with fifteen years experience in the automotive and advertising

industry. Extensive experience in resolving dealer and customer problems and supporting the call center

in rebate eligibility and processing payments. Worked as a team member of the call center and the call

center supporting team with the ability to individually handle multiple tasks in a high paced office setting

and attain high quality standards and efficient operations in a timely manner

EMPLOYMENT HISTORY

MACY NORTH SOMERSET, Troy, MI

06/2003 - Present Sales Associate, Housewares

•Consistently ranked top ten in department for monthly sales. •Built and maintain successful customer

relationships and client base. •Respond to and resolve customer issues while maintaining store loyalty.

•Assist with Bridal Events within the store. •Product knowledge specialist for housewares.

BBDO Detroit, Troy, MI

05/1995 - 02/2010 Business Support Representative

•Interfaced with clients, dealers and customers requesting rebates incentive to resolve problems and

process eligible claims in a high paced office setting. •Processed customers rebates manual payment in

a timely manner •Participated in departmental suggestion for maintaining effective internal and external

customer-client relations. •Processed dealer rebate adjustments and recorded history of narratives.

•Earned special recognition for handling client requests in a timely manner with positive results. •Initiated

on-line banking processing of rebate check and check registers. •Processed manual rebate checks, stop

payment requests and balanced banking ledgers on a weekly and monthly basis. •Developed reports for

DEPP and Affiliates Rewards on inbound communications for DaimlerChrysler •Maintain and processed

all Fleet fulfillment requests from call center and the website.

AFFINA RESEARCH/CONSUMER MARKET ANALYSIS, Troy, MI

01/1994 - 11/1995 Coaching Supervisor, Part-time

•Trained new employees on phone skills and new projects. •Monitor employees’ phone call to improve

their skills and techniques. •Assisted the team when night supervisor was off or absent. •Worked on

phones when short staffed to complete projects on time

SAKS FIFTH AVENUE, Troy, MI

01/1994 - 07/1995 Sales Associate, Jewelry Department

•Consistently ranked first in department for monthly sales •Built and maintained successful customer

relations and client base •Responded to and resolved customer issues while maintaining store loyalty

•Assisted manager as motivational team leader to trail new employees and introduce new merchandise

•Coordinated selection and placement of newspaper advertising •Worked with vendors to assure success

of promotional in-house events

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