Customer Service Sales Representative

Siobhan Woodard-Howard

**** *.

Pleasant Run Road Lancaster, Texas 75146 214-***-****

Qualifications Summary

Customer Service professional experienced working in both slow and fast-

paced environments that demands organizational, technical and interpersonal

skills. Confident and poised in interactions with individuals at all

levels. Resourceful and detail-oriented in completing projects and being

able to multi-task effectively. Fast learner; was able to walk the floor

and complete supervisor tasks and duties within 5 months of being employed.

Experience Highlights

Administrative Support

. Demonstrated the ability to quickly learn organizational processes,

workflow's, policies and procedures.

. Work on and complete special projects within limited time frames.

. Take calls ranging from client questions, information from corporate

and new customers requesting appraisals.

. Create invoices for numerous clients using QuickBooks.

. Prepare reports and documents on daily reconciled inventory for

clients.

. Member of the safety committee and took part in making sure that all

safety needs and standards were met.

Customer Service & Sales

. Assisted new hire employees with better knowledge of products and de-

escalation techniques.

. Placed trouble call work orders for customer issues that I was unable

to resolve over the phone.

. Handled escalated calls and unresolved issues resulting in lower call

back ratio.

. Provided trouble-shooting techniques that usually result in resolved

issues.

. Assisted customers with billing issues for cable, Internet and VoIP.

. Cultivated client relationships, increasing customer satisfaction and

repeat sales.

. Maintained 90% or higher percent of goal on a month-to-month basis.

. Made customers knowledgeable and comfortable about products that were

offered and sold to them.

. Process customer returns, inbounds and out-bounds for shipments

processed at the facility.

Data/Order Entry

. Researched, analyzed and keyed orders using many different computer

systems.

. Communicated with the team, establishing excellent team building and

support.

. Took responsibility of keying orders that were escalated, needed price

corrections and/or had incorrect information.

. Developed plans that increased profit and decrease loss of deficit.

. Scheduled and processed hazmat and non hazmat shipments to specific

carriers.

. Confirmed UPS orders in the system, updated and kept track of an open

order report as well as sent electronic data information transactions

for these orders.

. Updated spreadsheets accurately with information pertaining to

receipts processed monthly.

Employment History

CUSTOMER SERVICE REPRESENTATIVE, DSC Logistics and Supply Chain

Management, Arlington, TX (February 2009 - January 2010)

ADMINISTRATIVE ASSISTANT, Gem Scan Laboratories, Irving, TX (January

2008 - February 2009)

CUSTOMER ACCOUNT EXECUTIVE, Time Warner, Irving, TX (August 2006 -

November 2007)

CUSTOMER SALES REPRESENTATIVE, CITI, Inc, Irving, TX (November 2005 -

July 2006)

Computer Skills

. Microsoft (word, excel, office, etc

. OE Sots

. FMS/CPE

. Beta Soft Phones

. Lotus Notes

. Internet

. CIS

. UCSS

. Kronos Work Station

. CSR/ACSR

. LOQ (line of questioning)

. Soft Phone (Avaya)

. 9500+ 10 key ksph

. 10000+Alpha-numeric ksph

. WMS

. Oasis

. SAP Inventory based system for shipping and receiving purposes.

Education

Cedar Hill High School, Cedar Hill, Texas (Diploma, May 2002)

DSC Logistics, Arlington, TX (Hazmat Training Certified, March 2009)

University of Phoenix, Online (Associates of Applied Science in Business,

February 2010-Present)

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