Customer Service Manager

**** *** ** *****: 815-***-****

Peru, IL ***** cell

Email:krissiebrat1970

@aol.com

Kristina M. Schmidt

Objective To obtain a position within your company.

Education 1997-2002 graduated Illinois Valley Community

College Oglesby, IL

Degree in Microcomputer and Office Technology

Certificates in:

Clerical

Office Systems Management

Microcomputer Software Applications Specialist

Obtained the knowledge in various areas such as:

Microsoft Office Professional (Word, Excel, Access

and PowerPoint)

WordPerfect

Fundamentals of Accounting

Business Math

Adobe PageMaker

WordPerfect

Lotus Suite

Web Page and Development

Introduction to Business

Awards received Deans list for two consecutive semesters in the

2000 school year.

Graduated May 17th of 2002 Cum Laude and with

Honors.

Work experience June 19, 2007-Januay 2008 Infinity Resources Inc

Ottawa, IL

Order Entry and Customer Service Representative

Take inbound order entry and customer service calls

Process insufficient funds for mail in orders

Cancel orders that declined due to credit card

issues

Act as a backup for the team leads when

representatives called the supervisor queue for

assistance or when needed

Processed various reports for upper management

January 2008-July 2008 Infinity Resources Inc

Ottawa, IL

E-Commerce Team Lead

Monitor and maintain the Right Now email system

Process Internet Order Import errors. These are

due to internet orders rejecting due to address,

coupon and/or credit card issues

Release Amazon and Ebay orders that may reject due

to address corrections

Process various reports on a daily or weekly basis

for upper management

Assist my manager with time off requests and

availability changes in the Monet scheduling system

Forward any changes or issues with the IRI websites

to the proper departments

Email and phone auditing of E-Commerce

representatives

Monitor feedbacks from customers on various

websites

Assist representatives with customer service or

ordering issues

Process refunds to customers via Amazon and Paypal

when needed

July 2008-present Infinity Resources Inc

Ottawa, IL

Customer Service Operations Supervisor

Forecasting and scheduling of the entire call

center

Hire new agents, process new hire paperwork and

insurance paperwork when needed

Process many Excel reports on a daily, weekly and

monthly basis

Process any agent clock in errors into the payroll

system

Oversee affiliate companies

Assist with agent coachings, supervisor calls, etc.

Have supervised 30 agents along with a 2 Team Leads

Give agent disciplinary actions and/or terminations

when needed

Many other duties as assigned

March 16, 1998-June 18 2007 JcWhitney & Co.

LaSalle, IL

Customer Support Representative

Process and release any rejected orders for various

reasons such out of balance, address corrections,

etc

Take inbound calls for automotive parts and handle

customer service issues

Contact drop ship vendors in regards to status,

cancels or tracking information on orders

Process various reports for my supervisor as well

as upper management

Handle any escalated issues while my supervisor was

gone

Release internet orders that rejected prior to

importing due to address issues, item issues, etc

October 2003-present Harpers Gas Station

Peru, IL

Cashier

Run cash register

Clean

August '94-April '97 Casey's General Store

LaSalle, IL

Assistant Manager

Place orders with vendors

Take deposits to the bank

Run cash register

Stock shelves

Clean store

Work in the kitchen

References Available upon request

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