Customer Service Sales

JEANETTE FIOL

** ***** **.

#***

Chattanooga

TN 37415 Home Phone:423-***-****

abkv83@r.postjobfree.com Cell Phone: 813-***-****

SUMMARY

Enthusiastic, dedicated, and results oriented professional, who develops

strong working relationships, is attentive to detail, and manages multiple

tasks. Over 9 years of experience as a State and Local Government and

Education Contract Processor in an ever changing metrics oriented

environment. Proficient in Microsoft Word, Outlook, Excel and proprietary

industry software. Additional skills include Green Belt Lite Certified,

contracts administration, data entry, and customer service.

Convergys, Chattanooga, TN 2010-Current

Customer Service & Problem Resolution Rep. II

Salary 9.00 Hr USD

. Interfaced with customers via inbound or outbound calls or the Internet

for the purpose of resolving routine problems with products or services.

. Meets customer requirements through first contact resolution while

maintaining quality standards.

HIT PROMOTIONAL PRODUCTS, Largo, FL 2008-2010

Customer service/Order Entry Representative

Salary 13.55 Hr USD

. Provided excellent customer service for Sales Representatives through

accurate detailing of customer Purchase Orders and order tracking.

. Acted as focal point for the 4 Imprint account, processing 100-200 orders

monthly.

. Consistently achieved above average order processing volumes while

maintaining quality standards.

. Provided above average order proofing volumes while maintaining quality

standards.

AEROTEK-Contract Assignment with HIT PROMOTIONAL PRODUCTS 2008

Order Entry Representative

Salary 13.00 Hr USD

. Consistently achieved above average order processing volumes while

maintaining quality standards.

. Provided above average order proofing volumes while maintaining quality

standards.

AEROTEK-Contract Assignment with FRANKLIN TEMPLETON 2007-2008

Transfer Agent

Salary 14.00 Hr USD

. Provided excellent customer service on a variety of telephone inquires in

a fast-paced, team oriented, call center environment.

. Researched inquires and provided appropriate feedback

. Discussed company fund information, current market conditions and

industry regulations with clients

XEROX / XEROX CAPITAL SERVICES, LLC, St. Petersburg, FL 1997-2007

A joint venture between Xerox Corporation and GE Capital Services

Salary 17.63 Hr USD

Customer Business Representative 1998-2007

State and Local Government and Education Contracts

. Acted as focal point for NYC Department of Education inventory

exceeding 6,000 machines; processed 100-300 orders monthly for over $24

million in revenue annually.

. Improved sales order quality from 50% correct to 95% correct, exceeding

target of 85%, through written and verbal feedback.

. Built strong relationships with internal and external customers through

responsiveness, proactive communication, and accuracy.

. Achieved Sarbanes Oxley objectives through thorough editing of

Government and Education contracts per corporate policy and procedure.

. Consistently achieved above average order processing volumes, 12 out of

12 months, while maintaining quality standards.

. Provided benchmark support by building strong relationships with sales

organization as reflected by the 96% satisfaction rating on sales

satisfaction survey.

. Utilized multiple reporting tools to monitor order to install activity

through daily follow up, insuring prompt financial installs of

contracts.

. Achieved 30-day target compilation of required documents for electronic

storage.

. Recognized for displaying excellent customer service skills by being

positively mentioned in the sales satisfaction survey and through

emails and phone calls from customers to manager.

. Delivered key metrics of order cycle time, aged open cancels, and order

throughput at 100% levels, 12 out of 12 months.

. Maintained all compliance training requirements in a timely fashion and

passed security audits during all 4 quarters of the year.

. Exhibited strong problem solving skills by timely researching contract

issues and offering creative solutions to resolve customer inquiries.

Collector - Customer Relations Specialist 1997-1998

. Received and resolved an average of 35 customer inbound calls/inquiries

per day regarding collection questions, discrepancies, and contract

disputes.

. Researched billing and payment discrepancies based on correspondence

from customers.

. Researched contracts to determine validity and enforceability of terms

with state agencies.

. Negotiated payment terms with clients to meet monthly objectives.

. Provided support to the sales team as well as external customers to

ensure customer satisfaction and continued business.

EDUCATION

St. Petersburg College, St. Petersburg, FL - 50+ Credit Hours Completed

Diploma - Countryside High School, Clearwater FL

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