Customer Service Sales

DEBBIE PEREZ

**** ***** ****

Chicago, IL *****

773-***-**** ● **********@*****.***

SUMMARY

Enthusiastic, action oriented professional with proven customer service skills. Exhibiting key strengths of time management,

exceptional attention to detail and flexibility. Utilizing high level of empathy and knowledge to satisfy customer’s needs.

Excellent communication skills to deliver results in a collaborative environment.

PROFESSIONAL EXPERIENCE

RECYCLED PAPER GREETINGS, Chicago, IL 1985-2010

(Subsidiary of American Greetings)

The third largest producer and distributor in the greeting card industry worldwide with annual sales volume of $100M and

annual volume of 360K orders.

Customer Service Representative (2000-2010)

Provided support on many levels to internal/external customers.

• Senior member of a focused four person Call Center team that handled over 39,000 calls annually.

• Handled and resolved customer’s inquiries, complaints in an effective and timely manner on a consistent basis while

striving to meet quality, quantity and procedural guidelines. Maintained 2% abandonment rate on a monthly basis.

• Instructed receiving manager at store level to obtain the correct purchase order number, and enabling the orders to flow

throughout our system.

• As Customer Service Specialist for Target, received communications from the NAOM’s (National Account Operations

Managers) to resolve issues such as: maintained, logged and shipped out replacement orders for lost merchandise needing

to be reordered. Follow-up with correspondence to appropriate field personnel, with new ship dates.

• Collaborated with customer service team members to maintain “Order Reports”, meeting special needs for accounts to

ensure orders were released and shipped in a timely manner. Personally responsible for maintaining the following National

Chains: Barnes & Noble, Spencers and Wash Depot Holdings.

• Assisted customers with financial inquiries, such as taking payments, also providing further details concerning their

statement when requested.

• Partnered with Order Management department in the execution of marketing initiatives for accounts such as Target,

Walgreens and Wal-Mart.

• Maintained (WeBot) Web Based Ordering Tool for entire Sales Field entering orders within 24 hours.

• Answered inquiries from the sales field concerning the following Telxon (Handheld Ordering Device) problems: errors,

resetting date/time and replacements.

• Provided assistance to customers needing lost shipments tracked via UPS, Fed Ex, Roadway and DHL (Canadian).

• Obtained copies of invoices, credits and packing slips for customers as requested.

• Served as member of company Activity Committee for six years. This committee consisted of eight people in various

departments, planning monthly activities that increased company morale.

Customer Service Trainer (1995-2000)

Trainer for new employees in Customer Service, Credit and Order Management.

• Developed eight day program for new hires which instructed them in the following: telephone systems, computer programs

and merchandising planograms.

• Presented orientation of office culture.

• Guided new hires on tours of the building and arranged tours for visiting sales representatives.

EDUCATION

Wilber Wright Jr. College, General Studies, Chicago, IL

TECHNICAL SKILLS

Oracle Systems

Online Java based merchandising tool

ERP (enterprise resource planning)

Microsoft Office: Word and Excel

Cisco Phone Systems

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