Customer Service Representative

CINDY D OUTLAW **** Village Square Lane Stone Mountain GA 30083-7314 770-***-**** *********@*******.*** linkedin.com/in/CindyOutlaw PROFESSIONAL PROFILE

PROFESSIONAL EXPERIENCE

Customer Master Analyst Ricoh USA Duluth GA July 2013 - May 2017

• Processed address changes, account updates and merges through Oracle R12

• Created process document for assigned accounts to maintain accurate account structure

• Assigned incoming merge requests to team members for processing Customer Master Specialist Ricoh USA Duluth GA Apr 2006 - July 2013

• Team Lead - Audited team member’s customer requests

• Assigned incoming merge requests to team members for processing

• Completed internal customer requests concerning updates of external customer accounts Customer Care Professional Comcast Corp Decatur GA Feb 2005 - April 2006

• Troubleshooted and ran system diagnostics to identify and resolve customer system performance issues

• Scheduled installation and service request orders

• Generated revenue by upselling company products

Database Technician Comcast Corp Norcross GA Feb 2001 - Oct 2003

• Reviewed maps for address location for data cleansing

• Updated and maintained customer address records according to verification

• Assigned service tickets for technician specialists daily routes Customer Care Professional Comcast Corp Norcross GA July 1995 - Feb 2001

• Troubleshooted and ran system diagnostics to identify and resolve customer system performance issues

• Scheduled installation and service request orders

• Generated revenue by upselling company products

Data Entry Clerk Sears Tucker GA June 1993 - June 2003

• Operated mail machine for high volume mail processing

• Entered numerical data via 10-key machine in a production environment with speed and accuracy Customer Service Representative National Data Corp Tucker GA Apr 1989 - Aug 1995

• Processed credit card authorizations via phone with speed and accuracy

• Provided customer service for inbound customer catalog orders EDUCATION

Word Processing Atlanta GA 1988

A self-starter and quick learner. Versatile skill set with years of experience in customer service and data management. Dependable professional with a strong work ethic and readily adapts to change. Works independently and exceeds expectations. Received multiple awards for excellence in customer service and recognized skills in mentoring and assisting team members. Supported Customer Master team with the governance of Ricoh Customer Master database. Used analytical skills to research and review erroneous account data through various reports. Processed account updates and merges for data cleansing according to processes to ensure data integrity and accuracy. Consulted with internal customers to identify key requirements for account billing Supported Customer Master team with internal customer requests for new account creations, account deactivations and updates. Outlined the appropriate process and procedures necessary to fulfill and complete customer inquiries. Maintained professional and technical knowledge by attending educational workshops and online classes. Interacted with residential customers via telephone or email to assist with billing and service issues. Explained billing cycles, processes and prorated billing effectively to ensure that customers understood their statements. Identified opportunities for process improvements and provided feedback to leadership.

Phillips College of Atlanta

Responsible for opening mail and entering numeric data for large volume lockbox payments. Identified database requirements by analyzing department applications and operations, evaluating existing systems customer database while performing updates and assigning actions to maintain optimum values for database parameters. Interacted with residential customers via telephone or email to assist with billing and service issues. Explained billing cycles, processes and prorated billing effectively to ensure that customers understood their statements. Identified opportunities for process improvements and provided feedback to leadership.

Responsible for entering alphanumeric data and responding to merchant with valid code and processing catalog orders.

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