Customer Service Representative

Professional Summary

Skills

Work History

A C

**** ******* *****, *******, ******* 30187 • Cell: 404-***-**** • ********.**@*****.*** Committed to professionalism and organization with superior work ethic that works well under strict deadlines. Meticulous manager, excellent at juggling multiple tasks and working under pressure. Experienced manager with strong leadership and relationship-building skills. Strong attention to detail with excellent

communication skills

Skilled in learning and retaining large volume

of product and service specific information

Strong organizational, prioritization, and

multi-tasking skills

Strong leadership skills with an ability to lead

by example

Strong customer service and problem-solving

skill

Excellent presentation, analytical, and

reporting skills

Staff development

Positive, dexterity, and professional attitude

Proficient in Microsoft

SAP, Cisco, and Salesforce knowledgeable

Excellent presentation, analytical, and

reporting skills

Process implementation

Conflict resolution

Self-motivated

Creating and maintaining KPI's

Credit Manager, 08/2016 to 11/2017

Zep Inc. – Atlanta, Georgia

Manage AR portfolio through direct involvement with customers and internal resources. Design and implement processes to improve cash flow and reduce receivables. Monitors and negotiates on overdue accounts.

Monitor staff in day-to-day performance of their jobs throughout the US and Canada. Manage the cash posting process.

Experience with Third Party Collection practices, legal process, etc. Implementation of Salesforce.

Validating and processing customer's refunds and unclaimed property. Developing and ensuring that project/departmental milestones/goals are met adhering to approved budgets.

Preparing and disseminating performance reviews.

Recruiting, hiring, and training staff.

Worked with internal departments to identify gaps and develop processes. Managed internal AR audits and tax audits.

Successfully implemented new technologies and process automation to encourage continuous improvement.

Identified individual development needs with appropriate training. Devised and published metrics to measure the organization's success in delivering world class customer service.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Adhered to all confidentiality requirements at all times. Managed work flow to exceed quality service goals. Strong leader of customer support staff.

Trained staff on operating procedures and company services. Managed a staff 15 associates in US and Canada.

Credit Supervisor, 03/2012 to 08/2016

Zep Inc. – Atlanta, Georgia

Interprets and communicates work procedures and company policies to staff. Helps workers in resolving problems and completing work. Trains and instructs employees.

Hires and discharges workers.

Observes and evaluates workers' performance based on team goals and individual goals. Resolves complaints and answers questions of customers regarding services and procedures. Plans and develops improved procedures based on the data of six sigma tools, (I.e, KPI's, altering measurable to ensure team is running efficiently). Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.

Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.

Communicates with other departments and management to resolve problems and expedite work. Issues instructions and assigns duties to workers. Identify gaps in the departments using six sigma tools. Supervises and coordinates activities of workers engaged in customer service activities. Weekly 4-Blocks with management.

Education

Sales Support /Credit Lead, 07/2008 to 03/2012

Zep Inc. – Atlanta, Georgia

Processing purchase orders within 24 hours of receipt. Resolve credit issues using SAP.

Overriding orders.

Researching misapplied payments.

B-coding accounts.

Create standard work processes.

Process purchase orders for majority of SE blue chip customers. Customer Service Representative, 12/2005 to 06/2008 Zep Inc. – Atlanta, GA

Assisted internal and external customers with billing and shipping inquiries. Placed orders, set up new accounts, tracked packages, issued pick-up. Completed all time sensitive projects.

Trained new employees.

Utilized critical decision making and resolving issues to completion. Selling promotions.

Customer Service Representative, 08/2000 to 07/2005 BellSouth/AT&T

Negotiated service orders, compute quotes, balances, and adjustments. Practices superior follow-ups to ensure meeting customer's needs. Cross sold products and services to meet customer's needs and increase company revenue. Investigated and resolved issues.

Maintained a positive relationship with internal and external customers. August 2011

Everestt University - Tampa, FL

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