Customer Service Representative
Resume:
CAREER OBJECTIVE
Experienced professional with over 5 years in customer service, marketing, data
entry, conflict resolution, and multitasking. Proficient in performing various administrative tasks, maintaining accurate and organized data records, as well as conducting business research. Eager to leverage my existing skills while acquiring new ones to contribute meaningfully and advance in my career. PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE REPRESENTATIVE III
December 2023 – April 2024 WestRock – Lancaster, PA Contract Position with Managed Staffing Inc.
• Acted as a liaison between the customers, sales, and operations team. Efficiently received, processed, and resolved routine customer orders, inquiries, and order-related issues in KiwiXplor. Ensures accuracy and timeliness in order fulfilment using PCS while providing responsive and effective customer service.
• Maintained the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, and logistics.
• Assisted with inventory management with customers by using Google Sheets to update and maintain stock levels based on customer needs.
• Effectively used Microsoft Excel to create extensive reports on a daily basis regarding one of the company's largest customers and sending them to upper management in a timely manner.
RAPID REHOUSING SPECIALIST
March 2023 – October 2023 Community Action Partnership – Lancaster, PA
• Connected domestic violence abuse survivors to safe, affordable housing options.
• Inputted client data, meeting notes, and hotline phone calls into the general database Empower Lancaster and the Rapid Rehousing program specific database EmpowerDB
• Counselled over 20 clients on their goals, finances, housing, and budgeting.
• Completed lead and general inspections for apartments to make sure they are safe for clients.
• Maintained each client’s confidentiality for his/her own safety.
ad5d54@r.postjobfree.com
https://www.linkedin.com/in/dana-
kmetz
EDUCATION
Millersville University
Bachelor of Science
Speech Communications
Public Relations
SKILLS
Microsoft Office
Customer Service
QuickBooks
Problem Solving
Confidentiality
Data Entry
Scanning & filing
Security clearances Obtained
PA Child Abuse
FBI Clearance
Criminal Record Check
TRAINING
“Service Skills Online Learning”
14 Extensive Customer Service Training
Courses:
Customer relations
Team building
Conflict resolution
Leadership skills
“Housing and Urban Development
Counselling” Training Courses:
Financial management
Housing affordability
Home ownership
Avoiding foreclosure
DANA KMETZ
2
LANDLORD LIAISON
November 2022 – February 2023 Lancaster County Housing Authority – Lancaster, PA
Contract Position with TriStarr Staffing
• Received landlord voicemail and email inquiries regarding status / payment processing from Emergency Rental Assistance Program staff.
• Monitored landlord shared mailbox to direct payment documents to appropriate Emergency Rental Assistance Program staff and respond to inquiries.
• Generate PIN letters for landlords to access Assistance Connect portal.
• Met with over 50 landlords and tenants in the course of a day to discuss their eligibility to receive rental assistance. RENTAL PAYMENT PROCESSOR
July 2022 – October 2022 Lancaster County Housing Authority – Lancaster, PA
Contract Position with TriStarr Staffing
• Performed a variety of administrative and clerical functions related to the tenants’ participation in the government funded rental assistance program.
• Responded to tenant and landlord inquiries, complaints, or problems efficiently by providing standard information on housing assistance.
• Calculated and processed rental assistance payments for tenants using TenMast.
ADMINISTRATIVE ASSISTANT
April 2022 - June 2022 Hawthorne Electric – Mount Joy, PA Contract Position with Robert Half
• Created and calculated project estimates using QuickBooks.
• Performed customer service over the phone and direct calls.
• Assisted in updating filing system.
INVESTIGATOR SERVICES ASSOCIATE
February 2021 - November 2021 Eurofins – Lancaster, PA
• Interacted with customers across multiple departments to address their specific requests and ensure effective communication.
• Entered confidential patient information and lab results into the ClinAxys system with thorough attention to detail and adherence to privacy protocols.
• Proactively monitored and managed customer feedback.
• Maintained patient confidentiality.
DANA KMETZ
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CUSTOMER MANAGEMENT REPRESENTATIVE
February 2018 - January 2021 Carel USA – Manheim, PA
• Processed business orders in Oracle Applications.
• Created data reports from a macro in Microsoft Excel.
• Assisted in updating and maintaining current pricing in a CRM based system.
• Use of excellent communication skills both written and verbal in finding solutions to complicated issues.
PUBLIC AFFAIRS INTERN
July 2017 – September 2017 Defence Logistics Agency Distribution – New Cumberland, PA
• Collected, organized, and compiled data through the use of Excel spreadsheets.
• Scheduled job interviews by phone and by email for the Public Affairs Specialist position.
• Assisted with graphic design projects such as creating military leadership profiles using Adobe InDesign.
• Participated in market research and analysis in a business multi- cultural committee.
• Was responsible for writing newsletters.
MARKETING ASSOCIATE
September 2014 - August 2015 Drumore Estate – Pequea, PA
• Prepared and presented various marketing plans to the company owner, including estimated budgets.
• Improved business’s digital marketing strategies on Facebook and Wedding Wire.
• Utilized strong networking skills by attending business events.
• Obtained and posted customer reviews on social media. DANA KMETZ
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