Customer Service Representative

Miriam Ulrich

**** **. ******** ****** *******, Pennsylvania 19606 484-***-**** *********@*****.***

SUMMARY OF QUALIFICATIONS

Adaptable individual with a drive to solve problems and provide excellent customer service. Owned and led home business for 17 years, with yearly sales over $4.5 million. Detail-oriented, able to multi-task, and willing to jump in wherever necessary.

PROFESSIONAL EXPERIENCE

MirMedia Movies and Music, Reading, PA

Owner, March 2001 – Present

Promote and sell media such as DVD's, CD's, video games and vinyl through online stores on multiple websites, requiring attention to detail and focus while running daily operations, including meeting requirements for pricing and packaging as determined by retail sites

Manage up to 11 employees at one time, overseeing hiring and training, and assigning tasks based on strengths and areas of interest, requiring ability to tailor communication to learning style and respect of confidentiality of payroll and tax information

Ensure every customer has a positive buying experience by ensuring quality of each product through an efficient 4-step quality control process, and providing timely shipping

Set goals, including responding to customer inquiries within 2 hours during business hours, and multiple times daily during non-business hours, in order to exceed customer expectations

Interact with customers to resolve concerns and answer questions, requiring the ability to remain poised and professional and find solutions in a positive manner

Track inventory and run acquisitions in a timely manner to ensure product availability while coordinating activities within central office and warehouse, managing up to 100,000 items

Communicate with suppliers in a professional manner to coordinate software services, purchase shipping supplies, and troubleshoot internet concerns

Utilize Monsoon software to manage inventory and sales, and trained employees to maximize efficiency of software, increasing productivity

Perform competition analysis to stay current and ensure that pricing and availability matched consumer needs, and utilized tactics such as promotions to boost sales

Quadrant EPP USA, Inc., Reading, PA

Customer Service Representative, March 1995 – February 2001

Learned materials, products, and client needs quickly in order to sell high performance thermoplastics within assigned territory of six states

Continued to offer attentive customer service in person and by phone to place sales orders, troubleshoot issues or problems, and resolve concerns by establishing positive relationships

Accurately took orders for in-stock items as well as specialty items, ensuring all specifications were correct and all needs were met

Worked with specifications and certifications to ensure that end user was getting the correct material for specific applications

Liaised between the customer and the plant to communicate requests, determine appropriate applications, and implement contracts

Served community and company as the Loaned Campaign Specialist for the United Way in 2000, requiring the ability to promote the organization through public speaking opportunities to multiple organizations in one day, and serving as a committee member for the Relay for Life

EDUCATION

Albright College, Reading, PA

Bachelor of Science in Business Administration-Marketing, May 1993

Cumulative GPA: 3.96/4.00

Culinary Institute of America, New York, NY

Associates in Culinary Arts, May 1983

COMPUTER SKILLS

Microsoft Office Suite, Monsoon

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