Customer Service Manager

Mary Dudley

***********@*****.*** or (home) 512-***-**** (cell) 512-***-****

Objective To become employed with a company that offers advancement as a career, and will utilize

my expertise in customer service.

Experience

Nov 2010-Present Independent Contractor Round Rock, TX

Freelance Writer

Use technical and creative writing skills to create original articles for various

clients

Improve website SEO

Write promotional material and advertisements for both print and web content

Produce original product and album reviews

Feb 2010- Nov 2010 Sears Holdings Round Rock, TX

Customer Service Representative

Schedule maintenance calls for broken appliances

Sell protection agreements and warranties

Provide excellent customer service while assisting appliance owners to receive service

or transfer to appropriate department for troubleshooting, refunds, or other

miscellaneous calls.

Feb 2008- Dec 30,2009 TMG Bryan, TX

Customer Service Representative

Process orders while providing excellent customer service

Process and resolve incidents involving customers and their vendors

Assist with invoicing problems when applicable

Perform gas cylinder audits when applicable

Analyze reports, create memos (Microsoft word), spreadsheets (Microsoft excel) and

customer/ vendor correspondence (outlook)

Answer incoming calls and either assist or transfer to appropriate department/ person

November 2007- Feb 2008 BNY Mellon College Station, TX

Transfer Agent/Customer Service Representative

Provided excellent customer service while assisting Metlife shareholders with transfer

of stock, sale of stock, and general account information

Answer incoming calls and assist shareholders with all securities needs

March 2007-October2007 Vetco Gray Inc Bryan, TX

Administrative Assistant/ Office Manager

. Performed all clerical duties including answering the phones for a network of 25

phones with 3 lines. Performed all filing, preparation of graphs, spreadsheets,

memorandums.

. Prepared all weekly, monthly, and quarterly reports of production, payroll, and sales.

. In charge of all office supplies inventory upkeep and ordering. Also experienced in

maintenance and use of all office technology including fax machine, copiers and

printers.

. Performed safety orientation for all visitors and new employees entering the building.

. Management of all ingoing and outgoing mail, including extensive experience with

Pitney Bowes Postage Machine. Knowledgeable in shipping of packages via DHL and FedEx

and various other shipping companies.

. Extensive use of Microsoft Office Word, and Excel. Also highly experienced in the

computer program CICS used for data entry in manufacturing companies.

. Performed all Accounts Payable duties, including coding invoices and ensuring they

were paid.

. Backed up all computer information weekly for the entire branch.

. Created all material for production meetings in a spreadsheet three times a week.

June 2006-September 2006 Brazos Transit District Bryan, TX

Office Manager of Vehicle Maintenance

. In charge of inventory reconciliation, input, and upkeep.

. Scheduling of preventative maintenance weekly.

. Preparing memorandums for the Assistant General Manager.

. Filing of all documents. Data entry of all fuelings, work orders, inventory, road

calls, expenses, and fleet information

. Extensive use of Trapeze Fleet software, Microsoft Office Word and Excel, fax machine

and copier.

. Answered all phone calls on a network with 5 lines.

. Performed all accounts payable duties including coding invoices.

. In charge of payroll for my department.

Nov. 2005- Feb 2006 Eyemasters Keller and College Station, TX

Eye Wear Specialist

. Sold well fitting and aesthetic eye wear in a professional manner.

. Data entry of all customer information, while providing excellent customer service.

. Received professional training in phone etiquette and customer service via telephone.

July 2003- Nov 2005 Michaels Inc. McKinney and Keller, TX

Front End Manager

. Customer service manager including management of all phone calls.

. Crew of 25 under me including 4 supervisors and 21 cashiers

. Responsible for disciplinary action, training, supervising, and all monies in the

entire store.

Education 2011 U.S. Career Institute Round Rock, TX

Certified as Medical Billing and Coding Specialist

2004-2005 Texas A&M University College Station, TX.

. 18 Hours

. GPA 3.0

2003-2004 Collin County Community College McKinney, TX

. 12 hours

. GPA 4.0

2000-2004 Blue Ridge High School Blue Ridge, TX

. Graduated top 10% of my class, distinguished and honorable.

. GPA 4.0

Interests I enjoy helping people and animals. I enjoy writing, golfing, nature, and spending time

with my family.

Miscellaneous Volunteered at the Heard Raptor Center for all four years of high school. There I

rehabilitated sick and injured Birds of Prey for release back into their natural

environment.

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