Customer Service Data Entry

**** **** *** ** • OLYMPIA, WA. *****

PHONE 360-***-**** • E-MAIL *******@***.***

CAROL R. LUCIEN

OBJECTIVE

To obtain a position in which I can utilize my knowledge, experience, in the customer service, and/or dispatch fields, be challenged, and have opportunities to grow. I’m highly motivated, organized, and a self-starter.

EXPERIENCE AND QUALIFICATIONS

Held positions in a high volume call center as a customer service agent, a lead, and a supervisor. In and environment where clear and concise oral and written communications with department managers, co-workers, and customers was critical to the success of the business.

External and internal customer satisfaction; experience in solving problems, resolving customer and employee issues. The ability to adapt to change, prioritize, multi-task, and follow through when resolving customer and employee issues all in a timely manner.

Proficient and/or have basic knowledge of MS products. Previous positions required the ability to perform tasks utilizing MS products for daily communications, scheduling, disseminating department policy, managing payroll, etc… Proficient in various web based data bases utilized for customer billing, and troubleshooting tools. Proficient in typing, and 10 key.

Planned, Scheduled, Organized, and coordinated, the daily activities/workloads of 15 dispatchers, 4 warehouse employees, and 140 technicians serving 130,000 customers to ensure appointment expectations were met throughout the day.

Performed payroll duties to include; verifying hours worked, and data entry into payroll systems.

Very open minded I enjoy working in an environment of diversity and inclusion, having completed leader training on both subjects.

I enjoy working with others, and being part of a team supporting one another to accomplish a common goal.

WORK EXPERIENCE

Great Western Supply – 9418 Old Highway 99 SE, Olympia, WA 98501

Customer Service /Dispatch March 2017 – current

Answer phones, assisted customers with Products and Services, schedule deliveries.

A+ Services - 7225 Pacific Ave SE Lacey, WA. 98502

Dispatcher April 2014 – March 2015

Scheduled field technician’s daily workload and dispatched work to technicians. Created and closed work orders, and ensured proper coding for customer billing.

Transaction Network Services 4501 Intelco Loop SE Lacey, WA. 98507

Customer Support Specialist lll October 2005 – June 2011

Assisted clients with Products and Services and troubleshooting to help resolve issues.

Provided information to potential and existing clients on Products/Services for up sell & Retention.

Trained clients & co-workers on software applications

Setup conference call communication between TNS Sales, Orders, Contracts, Engineering, and Analysts with clients when additional assistance was needed.

Comcast Cable - 440 Yauger Way SW Olympia, WA. 98502

Dispatch/Warehouse Supervisor January 1999 – November 2004

Supervised Dispatch, Check-in, and Quota/Routing Operations – 15 employees, and 4 warehouse employees. Created daily workloads for 140 technicians. Dispatched to Field Operations for Olympia, Aberdeen & Bremerton. During this time frame I also oversaw Warehouse Operations at the Olympia facility.

Call Center/Cable Store Customer Sales Service Supervisor November 1992 – January 1999

Call center agent, Lead, and Supervisor for a 22 employee call center – Receiving incoming calls for Repair and Sales, and 5 employee Cable Store for walk-in customers.

EDUCATION

Mount Tahoma High School, Tacoma, WA.

Business/Accounting

High School Diploma

Customer 1st course

Sales & Product Training

Front Line Leadership course

Supervisory course

REFERENCES

Troy Chabot, General Manager - A+ Services 360-***-****

Debbie Neely, Customer Service Manager - Transaction Network Services 360-***-****

Mark Mervau, Director of Tech Ops - Comcast Cable 360-***-****

Lynn Peetz, Senior Operations Manager - Comcast Cable 253-***-****

Tammy Brogan-Walker – 360-***-****

SUMMARY OF QUALIFICATIONS

Extensive experience in customer service. During my career I’ve held positions in a Call Center and a Cable Store servicing a 143,000 customer base, where the primary focus was on customer service, sales and retention. I have the training and experience to defuse and turn around the most disgruntled customers. Knowledgeable in cash handling, data entry, billing systems, web-based troubleshooting tools, outlook, and Customer lookup. I have many years experience interacting with customers (Internal/External) and providing outstanding Customer Service. I’m very people oriented and a believer in Team work.

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