Customer Service Representative

Dorothy Bertwell

** ******** ******, **********, ** 03104 603-***-**** ****************@*******.***

OBJECTIVE

To utilize my experience and knowledge in customer relations, analytics and CRM, to help an organization build success and surpass their business goals. Strengths include high energy, self-starter with exceptional communication skills, ability to multitask and meet or exceed deadlines. I excel at documenting processes and presenting processes for business reasons and value. I pride myself on being customer focused and work with integrity and ethical practices. I work well with others and believe my diverse background and experience will be an asset to any organization.

WORK EXPERIENCE

2016-Present The Moore Center Manchester, NH

Enhanced Personal Care Provider

Provide care for an individual so his/her primary caregiver(s) are furnished a break from their care-giving responsibilities.

2016-Present Phyllis Adams Manchester, NH

Home Care Provider

Assist elderly individual with daily needs including assisting with personal hygiene, meal preparation, laundry, transportation to Doctor appointments and pet care.

2011-2016 Dell, Inc. Nashua, NH

Project Coordinator

Create Campaign Requirement Documents for North America Commercial Business Emails, to include targeting

Maintain schedule to coordinate deployment of Emails with vendors

CRM Contact for Dell World Emails Newsletters/Invitations

Lead Development Advisor

Review and approve leads submitted by Tele Nurturing Reps.

Demonstrated ability to work within two instances of Salesforce.com to insure accurate details are passed to the Sales organization.

Track and report operational status of agent activities including daily calls, monthly qualified leads submitted, and sourced pipeline and revenue forecasts. Define workflows and document processes for submitting a qualified lead, lead approval, and reporting.

Supply and format quarterly data for team’s Quarterly Business Review (QBR) presentation.

Record and edit monthly storage solutions webcasts for archiving purposes.

1992-2011 Erie Scientific Company/Thermo Fisher Scientific Portsmouth, NH

Marketing Analyst

Duties include furnishing sales and product reporting to Product Managers, Sales and Marketing Directors, Finance Department, Purchasing Department. Support Customer Service staff with product information. Maintain and update all pricing information to include cost and margin review. Serve as single point of contact for customers contacting business through website. Provide quotation information for web-based inquiries. Report sales trend information for key product lines.

Act as Business Unit contact for web site integration and migration project. Duties involved learning and testing several new web components in order to maintain content on the Thermo Scientific website. Also responsible for maintenance of web content and marketing promotional materials.

Telemarketing Department Manager

Supervised 6 customer-facing employees in daily functions, including Quoting, cold-calling, database management, time management.

Implemented protocols to meet quotas. Tracked call results for up-selling value-add products.

Involved in screening and hiring new employees to build department to necessary staffing levels. Also required to terminate employees when performance or department needs warranted.

Mentored employees in customer relations, telephone protocol, ands trained on product knowledge

Export Coordinator

Responsible for contact with all foreign customers, including screening for US government compliance, quoting, preparing shipping documents and legal contracts.

Customer Service Representative

Duties included call center response, order entry, product information, invoicing, data entry, filing,

2004- Present Camp Fatima EC Week Volunteer Gilmanton IW, NH

Counselor

Interacted with and supervised one camper with cognitive impairments. Assisted with activities of daily living, personal care and hygiene. Responsible for the overall safety and well-being of the camper.

Developed Excel Spreadsheets for Girl’s Division Head Staff to include cabin assignments, Check In lists and labels.

Assist Infirmary Staff with Check In for over 150 campers.

ADDITIONAL SKILLS/TRAINING

JD Edwards Upgrade/Implementation LeadSalesforce.com User Acceptance Training

Salesforce.com User acceptance Training

Practical Process Improvement

Microsoft Excel Training

Sales Logix Administrator Training

EDUCATION

Manchester Memorial High School – Manchester NH

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REFERENCES FURNISHED UPON REQUEST.

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