Background, Objective

I am a customer service oriented self-starter who listens too and determines the customers needs and implements the appropriate action to ensure the customer is satisfied with the service or product.

I am seeking to utilize my substantial analytical and customer service experience skills to support and maintain accuracy of business data and customer satisfaction.

Skills

Strong Typing and Data Entry

Organizational Leadership

MS Office

Tier 1 Technical Support

Customer Service

Process Improvement

Quality Control

Training Skills

Project Coordination

Data Reconcilliation

Team Building

Account Management

Education

2008-2009 Art Institute of Atlanta Atlanta, GA

Culinary Skills

Professional Experience

March 2018 October 2018 DHL Global Mail Atlanta, GA

Customer Service Representative – Tier 2

Resolve customer related inquiries including, but not limited to, invoicing, rates, international proof of posting, domestic tracking, and account maintenance.

Assist sales representatives with customer requests.

Provide various types of customer reports on both an ad-hoc and scheduled basis, to include savings reports and international processing reports.

Maintain and update client information in DHLGM systems as needed.

Act as a liaison between Company and clients regarding administrative details, such as postage balances, mailing schedules and general account status.

Cooperate with all departments within DHLGM to resolve customer issues.

Proactively recognize customer needs and make recommendations.

Carry out customer Web Portal training and BOL education efforts.

Resolve international and domestic mail hold issues.

Supply sales team with international rates in excel format when requested.

August 2016 January 2018 JAS Forwarding Worldwide Atlanta, GA

Master Data Management – Data Quality Clerk

Loading, validating and reviewing data, meeting timelines.

Verify entered organization and account data by reviewing, correcting and merging information from two systems.

Provide timely status, progress and issues/results reports.

November 2012 – August 2016 Ricoh Tucker, GA

Customer Support Specialist III

Monitoring TRAC accounts and accurately processing service and supply requests.

Monitor service and supply requests to insure SLA targets are achieved.

Utilizing the Call Avoidance teams.

Reconcile TRAC and FM Audit systems.

Field Support.

Provide TRAC reports for MMR’s.

August 2012 – November 2012

Alere

Atlanta, GA

Customer Support Specialist

Provide support to Alere’s clients using the Web Portal products during regular Care Center business hours.

Transfer calls to the appropriate source as the client’s need dictates.

Research help desk tickets before creating Test Director tickets.

Provide Help Desk support for clients related to account setup, access issues, password resets and client. documentation.

May 2007 May 2012

VetSpecs, Inc.

Canton, GA

Customer Service Representative

Process orders, inquires and quotations received by telephone, fax, email, personal contact, purchase orders.

Providing customers with accurate answer to pricing, quotes and availability, discount on product.

Establish new customer accounts; maintain maintenance of customer’s master file.

Up-sale of current customers and provide in depth technical service on a daily basis.

Resolve and obtain resolution of a variety of customer’s issues and concerns, tracking of customer’s orders.

Assist customers with special orders, assist and provide support to sales associates and management, warehouse.

Assist with daily shipments on sales orders, authorizes returns and/or credits, generate paper work for product return and credit requests.

Place outbound calls to customer’s on past due invoices.

Manually review and reconcile/research invoice and statements.

March 2005 – March 2007 Procyse, Inc. Norcross, GA

Customer Service Representative

Process activations received via portal, email, and phone, for Sprint, Nextel, Verizon, and Cingular Wireless using the carriers ordering systems.

Contact internal and external customers via email and phone for pending order resolution.

Work with wireless carrier support departments for pending order resolution.

Manually track activations using Excel and contract portals.

Provide customer service support for customers via phone for expired promotions.

August 1999 December 2004

Sprint

Atlanta, GA

National Account Customer Support Representative

Responsible for front line technical support and customer consultations in a high volume, fast paced ACD environment.

Ensure customer satisfaction by isolating network or access difficulties.

Analyze communication problems, access methods, and service types.

Open data, private lines, and switch data trouble tickets for small and large businesses, reseller and government customers – nationally.

Coordinate repair activities through interfaces with other departments, (fixed agencies, field technicians, foreign carriers, and account teams ) for customer resolutions.

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