Margaret McClellan

**** * ******** 773-***-**** ac4ozg@r.postjobfree.com

PROFILE

A Customer Service professional with the ability to build rapport with personnel and customers based on knowledge, professionalism and integrity. Areas of expertise include help desk support and maintaining positive customer service. Committed to extend knowledge and skills through employment experience. SKILLS SUMMARY

Exceptional telephone etiquette and interpersonal skills.

Ability to grasp a thorough understanding of information to better serve customers.

Promote procedures conducive to improving productivity, increasing efficiency, and enhancing quality.

Motivated to work efficiently in busy environment handling multiple tasks simultaneously. Able to prioritize workload and provide a clear interpretation of information while interacting positively with a wide range of people.

Computer experience includes; Win 98 through Win 10, Microsoft Word, Excel, and Outlook. Experienced with Management Tools and Data Bases, Access, AS400, PeopleSoft, Portals, SupportWorks, HR for Managers, ATIS, ETime and ProBusiness. EXPERIENCE

Regional Transportation Authority Chicago 1/09-3/15 Customer Service Representative

Served as a CSR at the RTA Travel Information Center.

Conveyed information in regard to, CTA, Pace and Metra, policies or procedures.

Provided customers with travel updates, routes, schedules and fare information.

Advised riders of current and upcoming delays and alerts within transit system.

Coordinated transit information in order to provide itineraries.

Managed an average of 180 incoming calls per day, maintaining a 98% accuracy and 95% customer satisfaction rating.

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Belmor Chicago 3/08-12/08

Customer Service Representative

Performed all aspects of customer service within a manufacturing company.

Handled reception and customer support duties.

Responded to all communications related to accounts and general inquiries.

Responsible for material production accounts of manufacturers, dealerships and independents.

Entered customer orders and verified shipping dates in order to ensure on time deliveries.

Processed warranty returns and provided price quotes. Accenture Chicago 8/06-11/07

Customer Service Representative

Responsible for receiving inbound service calls and emails from Capital One associates. Served as the initial point of contact for inquiries related to Human Resources policies and practices or to research and resolve issues. Provided support to associates in regard to Benefits, Compensation, Payroll, Open Enrollment, and Absence Management. Assisted callers in navigation of software programs, enrollment processes, troubleshooting, information retrieval, and password resets.

Assisted associates with all HR inquiries and specific software / technical issues.

Documented and tracked all customer contacts utilizing case management tools.

Assigned escalations to appropriate departments and followed through to ensure case was resolved and closed appropriately.

Assisted in training of more junior team members in operation procedures and policies. Wheels Des Plaines 10/05-8/06

Customer Service Representative

Provided instruction regarding program software and compliance process.

Provided client support, managing 120 to 150 accounts daily.

Served as a liaison between other technicians and clients.

Relayed information via telephone, email or fax and entered memo documentation.

Improved issue resolution, which resulted in improved customer service. National Bindery Chicago 5/2000-9/05

Customer Support

Received inbound calls and performed reception duties.

Processed customer orders, performed data entry.

Provided pricing quotations and delivery information to customers. Bardon Rubber Union Grove, WI 7/97-3/2000

Customer Support

Performed all aspects of customer support while providing details for products and services.

Handled inbound sales duties, including order entry processing and fulfillment.

Received purchase orders and prepared production orders.

Expedited shipments to comply with customer’s special delivery remarks, dispatched carriers in a manner to ensure on-time deliveries.

Created goodwill and improved customer satisfaction. EDUCATION

Wright Jr College Chicago, IL 1995 –1997

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