Customer Service Sales

KRISTINA FERNANDES

** **** ****** *****: 973-***-****

South River, NJ 08882 Email: ******.**.**.**@*****.***

Head of the class in Customer Service

A top-performing Head of Customer Service credited with combining conflict resolution, sales, and interpersonal skills in order to increase productivity and decrease loss while maintaining high customer satisfaction rates. Excels at service advocacy, and serves as a strong leader and team builder in the industry. Dedicated to serving customers by selling products and meeting customer needs. Highly accomplished at building and maintaining lasting business relationships. Adjusts work priorities and goes with the flow when changes occur. Fluent in Portuguese and Spanish.

Areas of Expertise

Customer Service

Meeting Sales Goals

Policy & Procedure Enforcement

Operations Management

Supervisory Management

Training Customer Service Reps

Office Management

Interpersonal Communications

Client Relationships

International Sales

Account Management

Leadership & Team Building

Key Skills Assessment

Conflict Resolution – Facilitates peaceful endings of conflict with proactive and positive communication techniques.

Interpersonal Communications – Committed to effective interpersonal communications in order to optimize productivity and solidify business relationships.

Professional Experience

champion sports, marlboro, nj 2016-Present

customer service representive

Answers and diligently takes phone, email, and faxed orders.

Process all EDI orders on a daily basis, taking care of all expedited, escalated issues and requests.

Handles RGA, addressing all warranties and products issues.

ARTISAN MANUFACTURING CORP., Newark, NJ 2009 – 2016

Head of Customer Service

Smoothly runs the entire customer service department; trains and manages employees and customer services representatives in all departments.

Accurately maintains records and data while organizing, reorganizing, and preparing advanced-level order status reports in Excel.

Highly skilled service of U.S. as well as international accounts.

Organized management of inventory control via Fishbowl Inventory in order to streamline order processing.

Excels at managing international shipments, commercial invoicing, and customs.

Proactively drives positive change and motivates team members as the lead on special projects and assignments.

ROLAND & ROLAND, Edison, NJ 2006 - 2008

Customer Service Representative

Exhibited expertise in solving customer service issues for a regional distributor of building products and Formica.

Used interpersonal communications skills to improve coordination efforts with manufacturers, sales representatives, and clients; increased productivity.

Achieved the highest number of daily customer service calls with the highest satisfaction rates.

Recognized, defined, and resolved a broad range of issues in order to reduce loss.

CHAMONIX SKIN CARE, Edison, NJ 2002 - 2006

Customer Service Manager

Successfully managed 25 call center employees for a skin care product manufacturer and distributor.

Recruited, hired, and trained new employees that went on to be high ranking, valuable members of the team.

Established and communicated service standards; consistently solved critical and sensitive customer service issues.

HOLLYWOOD MEMORIAL PARK, Union, NJ 1998 - 2002

Administrative Assistant

Created and implemented systems and procedures that improved operating practices, recordkeeping systems, office layout, and cost control methods.

Resolved administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.

Education and Certification

Associate of Liberal Arts, Bergen Community College, Paramus, NJ

Paralegal Studies Certified, Horizon Institute of Paralegal Studies, Linden, NJ

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