Customer Service Representative

MARCUS A. MCGUIRE

***A UNION ST., RAHWAY, NJ ****5

PHONE:848-***-**** EMAIL:******.*******@*******.***

Objective: A fast paced challenging Customer Service position within a Career Oriented Organization

Summary of Qualifications: A proven track record of willingness to go the extra mile to assist customers

The ability to work independently while also being a team player,

Effective and Efficient research completion to resolve difficult situations

Excellent oral & written communication and leadership skills

Education: Passaic County Community College Major-Phlebotomy 2001-2002

Kean University Major – Biology 1999-2002

Eastside High School Major- Business 1995-1999

Employment:

Ricoh Americas Corporation Account Receivable Coordinator/ Collections Fairfield, NJ 11/07 - Present

• Made outbound calls to customers to collect on outstanding debt on behalf of company

• Special project coordinator for 3rd party collection to resolve customer billing issues, address & name

changes, bankruptcy, tax exempt; prepared documents required for 3rd party placement, etc

• Provided timely customer service support on issues related to billing, order status, delivery cancellation,

statements & invoices etc

• Achieved A/R Reduction for the brackets of 60 days+ and 180 days + from Aging rolling

• Appling funds to accounts, Sending accounts to legal for non-payment of open invoices

• Identifies customer needs and determine appropriate action; interaction with sales, cash applications,

billing department, etc.

Vonage Holdings Accounts Management Specialist Homdel,NJ 08/06 - 05/07

• Answered inbound & made outbound calls to irate and dissatisfied customers

• Consistently set quality trends with the customers with a retention average of 78%

• Changed, Swapped, Transferred and Disconnected DIDs along with setting up new accounts, plan changes,

explained VOIP & Telephony while also assisting LNP customers

• Access was Level III with the ability to charge back, verify credit card & check authorizations enable/disable

billing, configure charge limit, exchanged devices and to approve credit requests

National Vision Administrators Customer Service Representative Clifton, NJ 07/05 – 08/06

• Received inbound completed outbound calls to assist customers with various functions

• Was responsible for starting benefits, explanation of benefits and eligibility

• Processed Claims and adjustments

• Handled irate customers with effective measures that assisted with raising the retention rate

Boyajian Law Offices Pre-Litigation Specialist Rutherford, NJ 02/04 - 7/05

• Received inbound completed outbound calls to collect on outstanding debt on behalf of the company

• Completed litigation procedures and court proceedings for non cooperative customers

• Compiled delinquency reports to update the credit bureau

• Used Serviced based collection procedures to lower rate of losses

Amerisource Bergen Customer Service Representative Pinebrook, NJ 04/04 - 09/04

• Received inbound completed outbound calls

• Completed order entry, research and problem resolution, gave out ETAs

• Reported lost, damage, overages and shortages on shipments

• Handled irate customers in a calm and efficient manner

Quest Diagnostic Inc. Specimen Lab Technician/Client Service Tetoboro, NJ 7/99 - 06/03

• Handled inbound/outbound calls to schedule testing as well as resolved issues regarding testing procedures

and results

• Had to dispatch and locate drivers for pickup and drop of assignments

• Numbered & labeled specimens for stat testing along with centrifugation & allocating

• Completed supply order and compiled reports

Professional Detail Inc. Call Reporter Upper Saddle River, NJ 05/00 - 05/01

• Corresponded daily with the field representatives to make corrections as well as receive reports and requests to

be completed for them

• Assisted in maintaining various databases and system specific records

• Inputted call card, compiled and reviewed the daily call summary report

Awards & Recognition: Peer Leadership Award Eastside High School 1998

Outstanding Volunteer Award as Youth Leader & Drug Abuse Counselor Gilmore Memorial

Church 2001

Outstanding Peer Liaison Award Kean University 2002

Computer Skills: Windows XP, Dos, Microsoft Office, Lotus, Microsoft Works, AS400. Apple W

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