Customer Service Manager

Hicham Mzili

*** ***** ****** ** ****** ( Somerville ( New Jersey ( 08876 ( Phone: 908-

***-**** ( E-Mail:**********@*******.***

Professional Skills

Technical Support Agent

. Diagnose and help users solve problems with products sold by Polaroid

and Pandigital

. Performed upgrades, installation of software and drivers and essential

desktop troubleshooting.

. Authorize and enter orders for warranty returns and exchanges

. Respond to all customer inquiries via telephone, email, fax, and

internet in a timely fashion in English and/or French and respond to

emails.

. Provided technical support for Domestic and International customers.

. Responsible for researching technical solutions.

. Troubleshoot complex technical issues being experienced by the

customer using the tools provided and troubleshooting knowledge.

. Effectively communicate technical problems, requirements, and results

to team members, customers and management.

. Assist with usability testing of Polaroid products.

. Facilitated and participated in conference calls with customers and

other departments

. Investigated issues reported by customers and dealers in a timely and

efficient manner

Order Desk Coordinator

. Accurately processes customer orders using AccountMate by

following established SOP guidelines

. Solicit or provide information as required to accurately

complete customer orders, returns, shipments and their requests

for product pricing and availability

. Review data to determine if orders have been numbered, coded and

processed accurately before they are released to ensure

shipment, billing, accounting and tax postings are accurate

. Based on established guidelines, initiate corrections for

processing errors

. Engage in trouble-shooting activities and escalate issues that

impact any aspect of the full cycle order fulfillment process

. Assist other functions as required

. Issue RA numbers per approved customer requests

. Dispute pricing/quantity errors

. Maintain list of approved return items by customer

. Apply trend data to drive process improvement to avoid future

charge-backs

Shipping Agent

. Responsible to ensure inventory production quality and

efficiency levels.

. Prepared shipping documents for products that are scheduled to

ship

. Help to give good result for inventory production quality

. Developed various production related reports to update

management on production progress and status

. Help to process status inquiry requests between customer service

and warehouse.

. Responsible to maintain departmental records and invoices

. Process purchase orders and daily receipts

. Reviewed scheduled shipment reports to determine what was due to

ship and compared these reports with available inventory

Dispatcher

. Communicate with subscribers, technicians and other company

representatives to assist and resolve inquiries or problems

. Identify problem areas in the department and communicate

problems and possible solutions to the Project

Manager

. Receiving and transmitting pure and reliable messages and

recording other important information

. Compile, schedule, assign and print work orders.

. Handle customer service and check in responsibilities as needed.

. Act as a liaison between customer service and technical

department.

. Monitor incoming service calls and dispatch those calls via the

phone switch or radios to service technicians and/or other

technical personnel.

. Responsible to help trouble shoot service issues while techs are

on the phone or at customer residence.

. Contact field personnel by radio or phone for verification of

all jobs on route and flashes.

. Operate computer to review customer account information if

needed.

. Input appropriate data regarding reschedule dates and service

changes

. Input completion codes to completed calls given by field

personnel.

. Contact customers to verify service problems have been corrected

as needed.

Compound Operator

. Compound chemical ingredients into multiple mixing tanks,

following detailed formula procedures, to make product batches

. Use tanks, valves, mixers, pumps, scales, PC-based process

controls, etc. safely and efficiently, complying with GMP

standards

. Maintains operations by following policies and procedures;

reporting needed changes.

. Utilize a computer for detailed formula information and

availability of raw materials.

. Perform other related duties or projects as assigned.

Bank Teller

. Process various account transactions, reconcile and deposit daily

funds.

. Inform customers of bank products, refer public to designated

personnel, provide account status data, and handle busy phone.

. Balanced currency, coins, and checks in cash drawers at ends of

shifts, and calculated daily transactions and entered into banks

computer system, and completely fluent with all features of

adding machines in order to be used to balance daily activities

. Examined checks for endorsements and verified other information

such as dates, bank names, identification of the persons

receiving payments and the legality of the documents

. Counted currency, coins, and checks received, by hand and using

currency-counting machine, cashed checks and paid out money

after verifying that signatures were correct, and that the

accounts had sufficient funds, received checks and cash for

deposits, verified amounts, and checked the accuracy of deposit

slips

. Entered customers' transactions into banks computer system in

order to record transactions and issue computer-generated

receipts and prepared and verified cashier's checks

Assistant Manager of Retail Establishment

. Greeted customers entering independently owned department store,

ascertained what each customers wants and needs were,

recommended, selected, and helped locate selection and

encouraged the sale of additional related items then explained

the proper use, operation, and care of merchandise to customers

. Opened and closed cash registers and performed end of day sales

activity reports, balanced cash drawers by counting money,

separating charge slips and coupons, then ensured appropriate

cash funds on hand were readily available and prepared bank

deposits

. Received payment by cash, check, credit cards, and automatic

debits, issued receipts, refunds, credits, and change due to

customers

. Counted money in cash drawers at the beginning of shifts to

ensure that amounts were correct and that there was adequate

change

Professional Experience

Technical Support Agent

Summit Technologies Group

Order Desk Coordinator

Somerset, NJ 2008-2010

Shipping Agent

Dispatcher

Prince Telecom

Hillsborough, NJ 2006-2008

Compound Operator

Somapharma

Casablanca, Morocco 2004-2006

Bank Teller

BMCI Bank,

Safi, Morocco 2002 -2003

Assistant Store Manager

OMAR Tissu

Safi, Morocco 1999 - 2003

Professional Training

A.A.S IN Computer Science

IN for SYS Institute

Safi-Morocco

Applied Coursework towards Law Degree Kadi Ayad College

Marrakech, Morocco

(2 years of education)

Languages Spoken and Understood

English

French

Arabic

Contact this candidate