Customer Service Associate

DONNA JORDAN

Lawrenceville, GA ***** 919-***-****

*****.*********@*****.*** www.linkedin.com/in/donnarjordan

CUSTOMER SERVICE ASSOCIATE

Leverage Strong Interpersonal Communication Delivering Business Growth

Build relationship with customer contacts to understand company needs and build trust that can impact business growth. In all ways embody the company culture, in all things maintain the highest degree of service, dedication, professionalism, and teamwork. Advise on appropriate action for diverse customer situations. Areas of expertise:

Process Improvement

Data Input

Account Management

Analysis

Technical Skills: Orade, PeopleSoft, Salesforce CRM, Citrix, Microsoft Word, Excel and Outlook

PROFESSIONAL EXPERIENCE

IRON MOUNTAIN

Customer Service Associate, Account Closure, Norcross, GA 2014 – 2017

Managed over 150 accounts related to closure. Gathered inventory reports and outstanding invoices. Reviewed price files and contract. Created and submitted final billing.

●Assist in resolution of customer complaints and problem resolution, with escalation to Customer Relations Manager as needed. Respond in timely manner to customer inquiries either via email or phone call. Gaining trust for future business and correcting invoices for prompt payment.

●Assisted in case load completion and disbursement of customer invoices, getting cases closed in timely manner and receiving payment more quickly.

●Negotiated client settlements for final payment and collaborated with warehouse associates to expedite material delivery, enhancing revenue and increasing efficiency.

●Followed closure case through to completion and prevented billing errors, ensuring all settlements were paid, inventory delivered and account was closed out completely in system.

●Recognized by fellow associates for above and beyond service in assisting with training of new employees, resulting in better performance and increasing retention.

●Received certificate of completion on several training sessions, meeting requirements and increasing efficiency.

Data Management-Team Leader, Raleigh NC 1997 - 2014

Led activities of associates in entering file information into system. Engaged in data entry projects at customer site and in-house. Initiated quality review of associates’ data entry work and performed annual reviews.

●Developed performance standards and conducted studies of client accounts, ensuring work was completed against client goals.

●Retained major medical center account valued at over $1M in annual revenue, listening to customer concerns, developing plan to re-index entire inventory and completing within 6-month timeframe.

●Increased customer satisfaction with North Carolina customer, auditing and correcting data entry work.

ADDITIONAL EXPERIENCE

Customer Account Management, Raleigh NC

Oversaw more than 50 accounts. Reviewed inventory and ensured accurate quantity. Processed orders serviced by warehouse.

●Communicated with clients daily, verifying orders were filled properly and quickly.

EDUCATION

Coursework in Business Administration, Wilson Community College, Wilson, NC

Contact this candidate