Customer Service Representative

Nicole Morris Phone: 815-***-****

**********@*******.***

OBJECTIVE To obtain a new, challenging opportunity in a professional

environment preferably in a Customer Service or Administrative

related field.

SUMMARY Strong organizational skills to balance multiple priorities

within deadline driven environment while retaining quality and

accuracy.

Good under pressure during times of heavy call volume.

Excellent verbal and written communication skills.

Skilled in various telephone/e-mail/fax requests (i.e.,

preparing presentations and quotes).

Builds and maintains good rapport with customers and works to

give them the best possible service.

Computer proficiency in Microsoft Office suite (Word, Excel,

Outlook, PowerPoint), and SAP.

EXPERIENCE Leica Biosystems, Richmond, IL

10/12-10/13

Customer Service Representative/ Order Entry

Answered 50-75 calls per day.

Placed phone orders & tracked shipments.

Verified pricing for customers & held orders due to pricing

discrepancies.

Placed purchase orders from fax & emails using SAP.

Processed returns, credits & replacement orders.

Supported a territory of outside sales reps.

Veolia Environmental Services, Northbrook, IL

8/11-7/12

Customer Service Representative/Administrative

Answered customer calls on service prices and days.

Scheduled special pick-ups and processed customer payments.

Submitted appropriate paperwork for customer changes in

service.

2009 - 2011

Walgreens Help Center, Northbrook, IL Daily Operations

Administrator

Ensured that the Service Desk Tier 1 queues were in the SLA

compliance by making sure that incidents assigned to the Help

Center were being routed and resolved within the specific time

frames based on the urgency of the incident.

Ensured that each queue was adequately staffed and that

incidents from each queue were being routed and worked.

Ran multiple searches within the queues looking for trends in

issues being reported by the different stores. Escalated

similar issues occurring in the same geographical location.

Heart Financial, Schaumburg, IL Customer

Service/Administrative

Answered inbound calls and assisted callers entering data in

SAP

Provided information pertaining to client's loan modification

documents, amount of modification, interest rates, monthly

payments and due dates

Informed clients of any incorrect information or missing

documents in their account as well as updated any personal

information

LTD Commodities, Northbrook, IL Customer Service/Data

Management-Order Dept.

Assisted customers in with catalog orders and entered data in

to SAP

Answered questions regarding status of orders, shipment dates,

backorders and payments

Reviewed purchase orders to ensure accuracy of all billing and

product information

CDW, Vernon Hills, IL

10/05-9/08

Customer Service-Quoting Department (Bids and Pricing)

Validated end user eligibility/entered associated costs and

discounts based on the terms and conditions of bid programs

using AS400.

Negotiated with individual partners to obtain optimal pricing

for specific end users opportunities.

Created and maintained relationships with partners to work

effectively to implement new pricing for Sales.

Processed time sensitive information accurately, providing

sales with the highest level of service.

Hewitt Associates, Lincolnshire, IL

10/04-4/05

Customer Service/Administrative

Assisted client members in enrolling in their corporate

sponsored health benefits related to health, savings,

retirement plans or other human resource related services

Processed transactions, answered questions, resolved issues and

responded to inquiries

Handled incoming and follow calls with customers

Education College of Lake County, Grayslake, IL

Classes in Administrative Business Systems-2004

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