Customer Service Representative

Skills Profile

I am proficient in Microsoft Word and Excel with some working knowledge of

PowerPoint and Access. I have excellent customer service skills and excel

at multi tasking in a fast pace environment. My life and work experience

have made me comfortable working independently or as a team player.

Work Experience

Customer Care Team Leader

6/2006- Present All-Pak, A Division of Berlin Packaging, Bridgeville Pa

Perform all the same job functions as a customer care rep as well as

assist with interdepartmental training for the customer care team and

mentor new customer care reps., this entails developing outlines for

training material utilized in training/retraining within the department to

correct ongoing issues. I have assisted in the launching and the

implementation of new programs and software. Train and develop new

employees within the department to ensure their understanding of our job

process and expectations. Process, arrange freight and track all

international orders to ensure delivery is made in accurate time overseas.

Clerical support for sales, including typing proposals/Quotes, customer

correspondence, and problem solving. Proficient in Microsoft Software.

Customer Care Representative

6/2005-6/2006 All-Pak, A Division of Berlin Packaging, Bridgeville, Pa

Establishing and fostering excellent customer relationship with our

current customers as well as prospective leads. Responsibilities required

in establishing that relationship consisted of: answering incoming phone

calls, emails, and faxes, solve customer's problems or complaints in a

timely manner, enter orders with no errors, making sure to expedite and

track the orders for satisfactory delivery. Assist sales reps in the

growth of their accounts by completing their quotes, following up on their

open orders, contacting customers with any status change regarding orders,

submitting solvepaks for corrections, etc. Processed, followed- up, and

tracked non-stock warehouse orders. Assisted management with special

projects such as extending prices in Trend database, monitoring special

accounts, and etc

Customer Service Supervisor

6/2002 - 5/2005 Echo star Communications, McKeesport, Pa

Facilitated team meetings to ensure effective communications and to ensure

that all team members had the necessary information and resources

available to provide the highest levels of customer satisfaction. Ensure

that staff performance was in compliance with the established processes

and met or exceeded departmental performance measurement standards.

Received, evaluated, researched and resolved or assisted in resolving

issues that had been elevated to ensure customer satisfaction requirements

are met while providing enhanced skill and knowledge training to agents.

Updated and corrected bi-weekly payroll. Evaluated and delivered feedback

on yearly performance appraisals. Interviewed perspective candidates for

job opportunities. Delivered disciplinary/corrective action to current

employees that failed to meet the requirements of the job aspect. Worked

hand in hand with Human resource regarding employment termination and

attended unemployment hearings on behalf of the company.

Quality Assurance Specialist

11/2000 - 6/2002 Echo Star Communications, McKeesport, Pa

Monitored and evaluated the quality of inbound and outbound calls.

Provided accurate and fair evaluations along with timely motivational

feedback. Identified attributes and developmental needs for customer

service representatives to ensure customer satisfaction requirements were

met. Actively participated in new hire QA presentations, agent

roundtables, and 5 minute meetings. Provided timely and accurate reports

for the Executive team. Maintained agent trend reports for developmental

purposes. additional skills: Microsoft Word, Microsoft Excel, Power Point,

Centervue, ACSR systems, Microsoft Outlook, E-Talk Superview, and E-talk

P&Q.

Customer Service Representative

2/2000 - 11/2000 Echo star Communications, McKeesport, Pa

Answered inbound calls. Provided the customer and their needs with

accurate and quality

Service regarding their billing, programming, technical, or any other

concerns they may have. Received Customer Service Representative of the

Month award in September of 2000, and 3 additional awards.

Education

4/2009-Present Community College of Allegheny County

Working toward my AS of Science in Nursing

6/1998 McKeesport High School, McKeesport, PA

High School Graduate

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