Customer Service Representative
Resume:
Zach Loveland
Chicago, IL ***34
Phone: 708-***-**** email: ************@*****.***
Customer Service and communications professional
Customer Service Information Management Microsoft Office Suite
Complaint Handling and Written Communication Experience with AS400
Resolution system
Training Tiny Term
Summary of Skills
Utilize a proactive, task oriented, customer service approach that has lead
to taking upwards of 40% of department calls
Work with all levels of the organization to provide resolution to customer
inquiries
Determine solutions to product issues in coordination with supervisor and
coworkers
Professional Experience
The Penray Companies, Elk Grove 2011
Village, IL
Automotive and Trucking chemical manufacturer
Customer Service Representative, 2011
Process product orders from distributors, print and mail invoices, maintain
filing system.
Answer phone calls and direct customers to correct sales representative
Determine solutions to customers issues
Check orders for accuracy and work with customers to assure delivery of
correct products
Research order errors and issue credits as necessary
Global Payments, Inc., Niles, IL 2005 to 2010
Credit card and check processing company
Senior Point-of-Sale Customer Service Representative, 2008 to 2010
Answered calls in a call center environment, trained customers and
troubleshot equipment issues, assisted in escalating issues for resolution,
researched and followed up on check funding delays with merchants by
verifying transaction data. Collaborated with management to train new
employees and acted as supervisor when management was not available.
Trained customers on equipment procedures and processing requirements
Analyzed processing data to verify proper use of equipment and funding
Resolved escalated merchant issues in coordination with all departments and
upper management team
Corresponded with merchants and in house clients to communicate processing
changes and alleviate training concerns
Took proactive measures in contacting merchants to retrain on processing
techniques to maintain a streamlined processing sequence.
Point-of-Sale Customer Service Representative, 2006 to 2008
Answered calls from customers regarding terminal issues, provided training,
and escalated non-routine issues to correct parties.
Took inbound calls from customers regarding terminal issues
Took proactive approach in contacting new merchants to train and
troubleshoot equipment issues
Worked with senior representatives and management in new product and
merchant roll outs, documenting and formulating solutions to issues
Lead Authorizations Representative, 2005 to 2006
Provided a high level of customer service to merchant and casino clients as
well as sales representatives. Assisted in administering V.I.P. Casino
check writing accounts and assisted representatives with escalated check
and account approval procedures. Assisted department managers with work
flow and task assignment issues.
Worked with sales representatives and casino clients to resolve customer
issues in a reasonable manor
Took escalated calls and provided resolution to angry customers whose V.I.P
applications or checks had been declined
Worked with manager to delineate tasks in department to insure timely
completion of crucial department objectives
Trained employees, as necessary, on new procedures and reported to
department and upper management on any new issues requiring resolution
Village of River Forest, River Forest, 2003 to 2005
IL
Administrative Intern, 2003 to 2005
Took direction from Assistant Village Administrator in the completion of
various tasks. Worked on Village Safety Survey under the guidance of
supervisor and assisted in determining recommendations for condition
improvements. Completed yearly surveys as dictated by state statute and
required for membership in intergovernmental associations. Compiled
information for budgeting at the direction of the assistant administrator.
Edited information from village departments for inclusion in quarterly
village newsletters. Assisted in formulation new policies and procedures.
Researched and completed Freedom of Information requests made to the
village
Compiled data and assisted manager in completion of claims process for
damages to village property, employee injury, and claims made against
community by individuals and companies
Coordinated production and distribution of quarterly newsletter
Created procedures for Village Hall disaster response
Researched budget items and advised manager
Education
University of Wisconsin-Whitewater 1999 to 2003
B.A. Political Science/Minor Advertising, Graduated Cum Laude, 2003
Won English department Superior Writing award
Wrote sports columns for UW-Whitewater Royal Purple student newspaper
Member of the Political Science Student Association and assisted in
coordinating and developing events on campus
Northern Illinois University 2003 to 2005
Earned 33 credits; MPA Concentration
Training/Courses: Completed courses and seminars in finance, budgeting,
policy development, human resource management and management styles and
theories.
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