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Customer Service Representative

Dallas, Texas, United States
March 03, 2018

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Patrice L Smith



*+ years of experience in call centers. Knowledge of the SAP and R/3 and Shop Floor Control (SFC) systems. Excellent, interpersonal, communication and organizational skills. Strong ability to easily and quickly adjust and adapt to changes in the work environment.

Work Experience:

JCPenney's Call Center Aug 2015 - Present

Furniture Customer Care Center (Full- Time) Floor Supervisor

Take escalation calls.

Answer emails.

Provide customers with "one-contact" resolution when possible

Work on the case team.

Process customer payments that have decline.

Place customer orders.

Research missing orders.

Utilize various tools to assist customers with questions or issues regarding:, stores and marketing/advertising.

This includes previous or current Orders, availability of merchandise, shipping information, method of payment transportation charges, order adjustments and other components costs.

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

Create, maintain, and enter information into databases.

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Check to ensure that appropriate changes were made to resolve customers' problems.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Refer unresolved customer grievances to designated departments for further investigation.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Masterson– Milwaukee, Wisconsin Aug 2011 – Jan 2015

Administrative Assistance (Part time)

Called customers regarding the status of the package

Sorted packages from the mail

Prepared packages for shipping

Sorted packages by zip codes

Lifted up to 50lbs

Supervisor/Team Lead

Counted Inventory

Traced packages that were lost

Took messages regarding delivery of packages, lost packages and packages that were found

Randstad– Milwaukee, Wisconsin May 2012 – Jan 2014

Customer Service Representative (CSR) (Part time)

Processed inbound/outbound bills Schedule pickups

Traced missing payments Locate drivers

8300 Call customers for DR’s /BOL

Billed Process payroll

Used to set appointments for deliveries

Children Outing Association (COA) - Milwaukee, Wisconsin Aug 2010 – June 2013

(HIP) Parent Involvement Coordinator

Planned events to get parents involved in their children education.

Hosted book clubs once a month

Family Gathering Night

Planned a weekend for family camp

Referral Source to parents in need of help with shelter or clothing

P&H Mining – Milwaukee, Wisconsin

Warehouse Coordinator Feb 2004 – May 2010

Managed day to day operations of 85 and 54 storeroom

Payroll for union/nonunion employees everyday

Performed daily cycle counts

Reconciled inventory in 85 and 54 storeroom

Released picks each morning for 85 and 54 storeroom

Responded to breakdown orders that require picking and transporting to the shipping floor

Worked with SAP and SFC error reports daily

Insured accuracy of accuracy reports and checked whether they were up to date

Assured material required for production orders were picked and transferred to the proper plant locations in a timely manner

Located lost material

Worked on the ZRECON reports,313 vs. 315 reports

Assisted in safety training every morning

Did time and Attendance for employees every morning

Helped customers over the phone, in person and by email to locate parts

On call support for the weekend for breakdowns and emergency parts need for machine down

Janitorial Services - Milwaukee, Wisconsin Feb 2000 – Dec 2012

Franchise Owner

Cleaned a variety of different industrial and commercial offices

Handled accounts billing for ordered supplies, including stripping and waxing floors

In charge of personnel and staffing of each facility

Did payroll for employees

Completed monthly inspection of each facility

Maintained communication between management and staff to insure smooth operation of the job

Manpower – Milwaukee, Wisconsin Aug 1992 – Apr 2004

Accountant/Administrative/Payroll Clerk

Processed payroll for 300 employees using the internet

Call other temp agencies for staff to fill work assignments when we were short help

Researched problems when employees had a discrepancy with their payroll check

Verify attendance using sign in sheets

Update applicant’s information when data had to be changed

Certifications, Licenses, Awards

Associated Degree

Excel 2003 Essential Certificate

Perfect Attendance

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