Customer Service Representative

Monica Brown

Email: ********@***************.***

Address:

City: Curtis Bay

State: MD

Zip: 21226

Country: USA

Phone: 443-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

To obtain a position that utilizes my skills and knowledge to the fullest, to improve operations and increase productivity. Excellent communicator with 6 years experience working in a demanding call center environment as a Customer Service Representative.

Educational Background:

High School Dipolma from Center for Employment Training, Baltimore MD 1/2001 to 7/1996 (Office Work)

Job History / Details:

Career Overview

To obtain a position that utilizes my skills and knowledge to the fullest, to improve operations and increase productivity. Excellent communicator with 6 years experience working in a demanding call center environment as a Customer Service Representative.

Accomplishments

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Assisted customers over the phone regarding Web Store issues, products and orders.

Work Experience

August 2005 to May 2012

Zimmerman Associates / FEMA Contract Elkridge, Maryland

Product Management Team

Responsibilities included complete processing and maintenance of all Community Official (CEO) VIP orders and FEMA Map Service Center (MSC) fee subscription customer Revision Orders, including the processing of templates, orders and reports. Other functions include processing recycle orders, inventory transfers and assigning inventory locations for new and revised maps, and preparing put away logs for both Flood Insurance Rate Mas and FIS products. Responsible for researching technical problems for MSC customers with regard to maps or studies as well as updating the community tables for FMSIS. Prepares updates for the weekly and monthly reports for FEMA. It also included getting panel counts together for the orders so I knew just how many maps were needed for submitting map images to send to print. Handled Notice to User Letters (NTU) and order fulfillment as well as Conversion Letter Processing. Published items to the future category on the MSC Web Site Store.

June 1998 to August 2005

Zimmerman Associates / FEMA Contract Elkridge, Maryland

Customer Service Representative

Seven years of progressive experience in a customer service call center. Entered telephone orders directly into the JD Edwards One World System at the FEMA Map Service Center (MSC). Tracked lost orders that did not reach client sites and conducts research on orders and inquires that arrived through the fax machine, telephone and internet. Performed follow up calls with clients to ensure proper quality and quantity of ordered items.

October 1996 to June 1998

Aspen Associates / FEMA Contract Elkridge, Maryland

Warehouse

Picked and packed orders for customers and also helped with inventory of the maps. Experience with driving the Forklift to put away of products on the shelves.

June 1985 to May 1995

Polk Audio Baltimore, Maryland

Lead Tester

Started as an Assembler, moved to a Line Leader and was eventually promoted to Lead Tester. Familiarity with basic line equipment and OSHA rules and regulations.

Educational Background,

GED, Coursework Center for Employment Training

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