Customer Service Sales
Resume:
Lori Peterhans
GEORGETOWN, TX 78628-3448 512-***-**** **********@*****.***
JOB OBJECTIVE
To utilize my strong call center experience in a position that is challenging and rewarding.
SUMMARY OF QUALIFICATIONS
As your employee, I have:
• Strong customer services skills
• Outgoing and energetic attitude
• Multi-tasking abilities
EDUCATION
Austin Community College August 1995-May 2000
Accounting & Business Management
Georgetown High School August 1980-May 1985
WORK HISTORY
Living Direct, Austin, Texas
Call center agent Dec 28, 2016 - Feb 21, 2017
Provided warranty support for small appliances, contacted warranty companies to schedule appointments for warranty repair, diagnosed appliance malfunctions, and sold parts, as needed, for repair.
Comfort Keepers, Georgetown, Texas
Direct Care Worker Sep 28, 2016 - Dec 28, 2016
Housekeeping, assisted the elderly with basic needs, med reminders, prepared meals and feedings, transported to necessary doctor appointments, and provided companionship.
Amazon, Virtual Call Center
VCC- Customer Care/CSR November 3, 2014 - Jan 07, 2016
Work from home virtual call center. Retail and technical environment for Amazon. Average 15 calls per hour. Research orders, item research and account set up and registration. Troubleshoot and research for answers and guidance with computer issues or in depth questions. Accurately document conversation. Ability to use active listening skills to identify telecommunications opportunities and articulate next steps to become informed about new products.
Harte Hanks, AUSTIN, Texas
Call Center Customer service May 19, 2014 - Jul 01, 2014
Call center environment for FedEx. Average 30 calls per hour. Schedule pickups, order supplies, give rates and locate stores for clients. Troubleshoot and research for answers and guidance with computer issues or in depth questions. Determine the applicability of client solutions and accurately offer best fit. Generate purchase interest of the product presented and additional services. Accurately document conversation and order process. Ability to use active listening skills to identify telecommunications opportunities and articulate next steps to become informed about new products.
Sears Holdings, ROUND ROCK, Texas
Customer Solutions Feb 14, 2014 - May 16, 2014
Level 2 Escalations calls for the company that involves handling complaint calls, consistent call volume with over 25 calls per hour, when communicating with customer, offered appliance protection plans Supported Sears.com and Kmart.com customer inquiries, product repair scheduling, new product delivery and appliance parts sales. Independent research utilizing company tools and researched for information in regards to appliances, website information and generalized questions. Empathetic listening skills using active listening to work with angry/upset customers to deescalate while meeting specific needs to satisfy customer experience.
Sykes Home, Virtual Call Center
Customer Care Representative Apr 17, 2013 - Feb 14, 2014
Answered phones in a home call center environment for California Pizza Kitchen for all US locations. Process orders, made recommendations and ensure quality care and suggested additional products. Call volume was approximately 20 calls per hour. Able to perform independent research to answer and satisfy customer service needs utilizing tools provided by company for ingredient, allergy, caloric count and options for modification. Able to handle all calls without having to transfer to higher level of support while providing excellent customer service.
IBC Bank, ROUND ROCK, Texas
Sales Nov 15, 2010 - Apr 13, 2011
Make personal contacts with individuals setting up new accounts and making suggestions based on information gained through conversations with potential customers. Recommend, educate and teach customers about products available thru the bank. Provide presentations to groups, make personal contacts and provide excellent customer service. Work as back up teller, making deposits, loan payments and audit various transactions. Heavy cash handling and heavy customer contact. Audit & balance cash drawer as well as vault. Cross sell products based on customer needs. Provide statements, answer questions and gain trust by listening to what customer may be looking for.
Texas Commission on Environmental Quality, AUSTIN, Texas
Senior Payroll Specialist Mar 01, 2008 - Nov 20, 2009
Leads all fiscal matters and work status related to payroll processing and serves as liaison with the State Comptroller and State Auditor on fiscal and payroll related issues. Plans, assigns, audits, troubleshoots, organizes and oversees payroll staff activities. Coordinates use of the Uniform Statewide Personnel/Payroll System (USPS) and the development of other payroll related interfaces. Serves as backup to supervisor when necessary.
Prepares, audits and reconciles state and federal reports including quarterly wage and tax reports for the Internal Revenue Service (IRS); wage reports for the Texas Workforce Commission (TWC) and monthly reports for the Employee Retirement System (ERS).
Interprets, resolves and responds to problems or questions related to payroll and agency, state and federal procedures, rules and regulations.
Assist in training payroll staff engaged in preparing and maintaining various accounting documents, direct deposit and periodic and special financial analysis and related financial reports for budgetary and administrative use. Compiles statistical and auditing reports for management. Research and correct discrepancies.
Texas Commission on Environmental Quality, AUSTIN, Texas
Payroll Auditor Jun 11, 2007 - Feb 29, 2008
Audit USPS data entry and payroll details, which included generating and processing USPS payrolls, documenting findings and preparing related correspondence and audit reporting. Research and report discrepancies. Plans and schedules payroll that meet deadlines set by the Comptroller's Office. Performs complex financial calculations, special pays, payroll adjustments, refunds and leave without pay. Prepare and assist with audit reports for state and federal entities in the absence of the Senior Specialist including quarterly wage and tax report for IRS and monthly reports to ERS. Responds to inquiries received from internal and external clients. Assist in implementing payroll improvements. Assist with W-2 reconciliation and 941 processing and Year End processing. Verify all payroll tax deposits and reconcile with monthly tax liability. Plan, assign, troubleshoot and organize staff activities in absence of Senior Payroll Specialist.
Texas Workforce Commission, AUSTIN, Texas
Accountant III May 15, 1998 - Jun 10, 2007
Prepare USAS payroll and process regular payroll for the agency processing directly into USAS. Process personnel action forms (P-10 and P-10b), which include reviewing forms for accuracy, obtaining mail code information utilizing TINS, calculating payments to be made, entering information into the CHAPS system, and verifying keyed transactions. Set up and maintain direct deposit authorization forms which includes new forms, cancellations, and changes. Processes monthly reports. Process the payroll interface to ERS once all applicable payrolls are processed each month. Process Credit Union deductions including new set ups, cancellations and changes and forward transmittals to Credit Unions for each payroll. Reconciles monthly billing statements and complete monthly transmittal report to Met Life for the Texas Protects Insurance deductions. Conduct employee orientations, effectively communicating agency policies and procedures to new employees.
ACCOMPLISHMENTS
55 WPM, Leadership skills, 10+ years in customer service, volunteer at Round Rock Police Department
REFERENCES
Yvonne Faulkner
Friend
JoBeth Alexander
Former Supervisor at The State of Texas
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