Customer Service Sales

LORI A. POIRIER

** ****** **** **** ****: ***-*65-

2435

Sutton, MA 01590 Cell: 508-***-****

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

OBJECTIVE: Customer Service Representatives

Interact with customers to provide information in response to inquiries

about products and services and to handle and resolve complaints.

. Confer with customers by telephone or in person to provide information

about products and services, to take or enter orders, cancel accounts,

or to obtain details of complaints.

. Keep records of customer interactions and transactions, recording

details of inquiries, complaints, and comments, as well as actions

taken.

. Check to ensure that appropriate changes were made to resolve

customers' problems.

. Determine charges for services requested, collect deposits or

payments, or arrange for billing.

. Refer unresolved customer grievances to designated departments for

further investigation.

. Contact customers to respond to inquiries or to notify them of claim

investigation results and any planned adjustments.

. Obtain and examine all relevant information to assess validity of

complaints and to determine possible causes, such as extreme weather

conditions that could increase utility bills.

KNOWLEDGE: Customer and Personal Service, English Language. Clerical

SKILLS: Active Listening, Service Orientation, Reading Comprehension,

Critical Thinking, Active Learning, Oral Expression, Oral Comprehension,

Speech Clarity, Speech Recognition, Written Comprehension, Written

Expression, Deductive Reasoning, Problem Sensitivity, Inductive

Reasoning, Speaking, Writing, Learning Strategies.

ABILITIES: Communicating with Persons Outside Organization,

Communicating with Supervisors, Peers, or Subordinates, Making Decisions

and Solving Problems, Getting Information, Interacting With Computers,

Updating and Using Relevant Knowledge, Organizing, Planning, and

Prioritizing Work, Independence, Dependability, Attention to Detail,

Adaptability/Flexibility, Integrity, Achievement, Processing Information,

Resolving Conflicts and Negotiating with Others, Performing

Administrative Activities, Concern for Others, Cooperation, Social

Orientation

EDUCATION: Becker College, Worcester, MA

Associates Degree

EXPERIENCE

ARROW ELECTRONICS, INC., Marlborough, MA

Senior Inside Account Representative 2007 - 2010

High profile Senior Account Representative with dedication to driving

service revenue to the Sun Microsystems reseller customer base.

. Responsible for day-to-day sales support and customer service activities

for assigned accounts.

. Managed monthly report-generating renewals to resellers for updates on

current contracts.

. Followed up on various issues/questions via email from many resellers

using Microsoft Office.

. Served as liaison between corporate departments, vendor resources and

customers.

. Established and retained strong and influential customer relationships.

. Quoted service contracts for resellers in a timely manner via Oracle

Database and Excel.

INDUSTRIAL HEARING TESTING, Auburn, MA

Sales Representative 2004 - 2007

. Performed daily outgoing calls to close sales deals and cold calls to

generate new prospective leads.

. Processed reports in a timely manner thru data entry.

. Attended local trade shows to capture sales leads.

. Replied to and conducted follow-ups to customer service calls.

. Provided excellent support to Technicians out in the field with

customers.

. Coordinated travel activities for field technicians on weekly basis.

. Responded to customer service calls and resolved problems.

JPI, D.B.A. JEFFERSON AT PROVIDENCE PLACE, Providence, RI

Leasing Professional, 2003 - 2004

. Responsible for leasing apartments and creating the first vital

impression of JPI.

. Greeted clients.

. Presented the features and benefits of the assigned community and

properly secured lease agreements from qualified persons.

. Assisted in processing extensive paperwork to qualify prospective

tenants.

. Surveyed new units for quality control as well as units that were

occupied.

. Service oriented and strived to make current residents feel welcome and

comfortable in their community.

SUBURBAN STAFFING, Westborough, MA

JPI, MARLBORO, MA/Providence, RI

Leasing Professional (temporary assignment) January 2002 - May 2003

University of Massachusetts Medical Center, Worcester, MA

Human Resources/Benefits Department

. Worked on several projects handling confidential employee

information. Updated databases in a proficient manner.

Quick to learn and understand procedures required for the

position.

Contact this candidate