Customer Service Manager

Crystal Wilkes

**** ***** **** ***** *******, TN 38135 901-***-**** ac02rs@r.postjobfree.com

Objective

To obtain a position that will enable me to use my strong organizational skills, award-winning educational background, and ability to work well with people.

Education

Remington College, Memphis, Tennessee

Associate Degree April 2005

Business Information System

National College, Bartlett, Tennessee

Diploma April 2005

Certified Medical Office Professional

Experience

August 2016 – June 2017

Document Processor Dealertrack/Randstad [Memphis

Process various contracts in a timely manner.

Verify loan documents including loan contracts, income verification, credit application and loan approvals by making sure all items were included and ultimately preparing application for processing.

Input proper loan information into the system for processing.

Process an average of [300] contract per day while maintaining company's production rate.

Other duties include making copies of un-related items that were not relevant to loan contracts.

Audit and staple and folded processed work.

November 2015 – August 2016

Inventory Clerk Talent force/Target Warehouse Memphis

Manage inventory and respond to customers' needs with fulfilling orders.

Receive items and ensure that they are transported to designated areas quickly and accurately.

Take and comprehend orders for pulling parts or items.

Locate requested items from storage areas and inspect them for conformity to order type.

Ascertain that pulled part is intact and has no defects, brought on by staying in storage for a period of time.

Determine the type of packaging pulled parts will need and pack them in a safe and orderly manner.

Use RF guns to properly label each packed part with designated item and part numbers.

Assist in loading and arranging ordered parts in the delivery vehicle to ensure safety of package.

Ascertain accuracy of part shipped in accordance to pulling / customers? Instructions.

Prepare invoices for each pulled item and ensure that it is sent with the packaged item.

Maintain parts inventory and ensure that any item low in stock is requisitioned immediately.

Process returns and exchanges by completing required paperwork and ensuring that details are updated in the inventory database.

April 2015 – November 2015

Material Handler Adecco/Genco Warehouse Memphis

Manually loads raw material or finished product on skid or hand truck.

Stacks skids or pallets in designated areas.

Count and issue parts from a controlled area to the production work area

Cleans up and disposes of scrap bracing, cardboard, and strapping and places in proper containers or designated areas.

Monitor conveyer lines and work with inventory personnel to ensure that the lines are stocked with material.

Sort and organize materials to necessary locations.

Assure that each supply area has enough of the necessary items needed for use during normal processing.

Assist employees on department processes and direct resources to needed locations.

Manipulate data and reports from WMS for customers and management.

Communicate reporting results to internal management.

When new models are introduced, update and coordinate work materials within the Warehouse Management System (WMS).

Process exceptions discovered during workflow.

February 2013 – April 2015

Lead Sales Associate Dollar General Memphis

Unload trucks according to the prescribed process for the store.

Follow company work processes to receive, open and unpack cartons and totes.

Stock merchandise; rotate and face merchandise on shelves and build merchandise displays.

Restock returned and recovered merchandise.

Order zones and drop shipment categories, following prescribed ordering practices, as assigned by the Store Manager.

Assist in plan-o-gram implementation and maintenance.

Assist customers by locating merchandise.

Bail cardboard and take out trash; dust and mop store floors; clean restroom and stockroom.

Greet customers as they enter the store.

Maintain register countertops and bags; implement register countertop plan-o-grams.

Operate cash register and flatbed scanner to itemize and total customer's purchase; bag merchandise.

Collect payment from customer and make change.

Clean front end of store and help set up sidewalk displays.

Help to maintain a clean, well-organized store and facilitate a safe and secure working and shopping environment.

Provide superior customer service leadership.

Follow company policies and procedures as outlined in the Standard Operating Procedures manual, Employee Handbook, and company communications.

Open and/or close the store under specific direction of the Area Manager.

Authorize and sign for refunds and overrides; count register; make bank deposits.

Assist in maintaining strict cashier accountability, key control, and adherence to company security practices and cash control procedures.

Monitor cash levels and make appropriate drawer pulls as directed by the Store Manager.

Monitor cameras for unusual activities (customers and employees), if applicable.

Supply cashiers with change when needed.

Complete all required paperwork and documentation according to guidelines and deadlines as assigned.

January 2009 – February 2013

Environmental Attendant Methodist Germantown Memphis

Maintains floors on a daily basis in conjunction with Attendants Floor Care.

Performs daily and terminal cleaning of equipment, beds and patient care areas.

Provides and maintains supplies and equipment in all patient care areas.

Demonstrates effective customer relations skills, promotes a positive work environment, and contributes to the overall team effort in meeting customer satisfaction goals.

Recognizes and reacts appropriately to environmental safety factors related to patient care.

Maintains and stores equipment in a clean/safe condition.

Collect and transport refused containers; cleans/relines refuse containers with plastic bags.

Adheres to and supports Unit/Nursing/Hospital policies, procedures and standards.

September 2006 – January 2009

Lead Customer Service Rep. United American Health Plan of Tennessee Memphis

Handle inbound and outbound calls from customers

Perform customer verifications

Effectively communicate with customers via telephone, email and chat

Provide information in response to inquiries about mortgage products and services

Obtain and evaluate all relevant information to handle inquiries and complaints

Maintain customer records by updating account information

Research and resolve customer inquiries related to escrow trial and final analysis

Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner

Contributes to team effort by accomplishing related results as needed

Direct requests and unresolved issues to the designated resource

Manage the floor which sometimes includes walking around assisting reps with calls.

Perform most of their function taking escalated calls from their workstation and additional work related functions.

Process, and resolve basic correspondence items.

Communication via phone and with Customer Service Representatives and Supervisors.

Analyze customer inquiries on the phone and/or understand written correspondence.

April 2003 – February 2006

Environmental Attendant St. Jude Children Research Hospital [Memphis

Clean up and dusts restrooms, labs, conference rooms, lobby and offices and empty trash.

Clean up patients rooms and make up beds and bring clean linens to patients rooms.

January 2000 – April 2003

Administrative Assistant United Way Memphis

Manage workflow by assigning tasks to other administrative employees daily, ensuring that deadlines are met and work is completed correctly.

Assist in training staff members and new hires

Implement and monitor programs as directed by management, and see the programs through to completion

Generate memos, emails and reports when appropriate

Assume responsibility for maintenance of office equipment, including computers, copy machines and fax machines

Maintain office supplies by checking inventory and order items

Respond to questions and requests for information

Answer incoming calls and assume other receptionist duties when needed

Additional Skills:

Some Accounting

Medical Coding and Billing

Active Listening

Administrative

Medical Terminology

Communication

Computer

Conflict Management

Creative Thinking

Customer Service

Decision Making

Entrepreneurial

Hospitality Industry

Leadership

Organizational

Public Speaking

QuickBooks

Research

Retail Industry

Insurance Claims

Teamwork

Sales

Time Management

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