Customer Service Sales

Doreen Gilmore

Cell: 571-***-****

E-mail: ac8c7h@r.postjobfree.com

Objective: Serve as an confidential Customer Service Representative provide administrative support and ensure effective communication and coordination with staff members as well as external leaders and constituents.

Core Qualifications

Excellent knowledge of MS Office and its applications. Capable of typing 40+ words per minute.

Exceptional record keeping and filing whether on the computer or in paper files. Very meticulous in all work to ensure no errors are made Excellent communication skills over the phone and in person. Professional appearance maintained at all times.

Capable of multitasking and working in high-pressure situations. Experience:

Delta Air Lines - Part Time (11/2014 to Present)

Customer Service Agent: Ticketing/Gate

• Deliver a proactive, personalize service experience to private and business aviation clientele.

• Arrange services including hotel, catering, and ground transportation.

• Effectively communicating via air-to-ground radio and ground-to-ground radio, in addition to other forms of communication.

• Answer customers questions and resolve issues as necessary.

• Educate customers on available services, promotions and programs.

• Greet, assist and guide customers with the ticketing and baggage check-in process. In a polite and friendly manner.

• Provides current and accurate fare, schedule, reservations, flight arrival and departure information and answer all general inquiries from customers and other visitors to the airport terminal.

• Handles credit cards, travel vouchers and coupons as forms of payment for tickets.

• Compute charges, make change and balances of daily transactions.

• Service Domestic and International customers ticketing and gate information within the airport.

• Answers telephones calls to provide information to callers, page customers, resolve problems or complaints and assist as needed.

• Responsible for all aspects of the ticketing process, sell, printing and reissuing.

• Ensuring all customers have the proper documentation for travel, properly tagging baggage and performing lifting tasks that involve transferring baggage from scales to conveyor belts.

• Assist customers with seat availability, gate announcements with regard to the boarding process, flight status, checking and handling baggage, managing and initiating the boarding process.

• Handles transactions required to board the aircraft in a timely and efficient manner.

• Deals with mishandled customers as a result of over sales, delayed or canceled flights, lost, delayed, or damaged luggage. Resolves problems quickly within guidelines established by the company.

• Handles any aspect of ticketing and check in by operating a computerized point of sale system, boarding, baggage service, reservations and resolving related complaints and problems.

• Able to operate jet ways to place them in position prior to aircraft arrival and the lifting, opening, closing, and securing aircraft doors. Professional Executive Solutions (05/2014 to Present) Senior Sales Administrator and Logistics Coordinator

• Provide high quality and productive customer sales and service to customers.

• Perform clerical duties including filing, copying, typing, and scanning. Count supplies and maintain all office equipment such as, copy machines, mail machine and printers. Stamp and mail out all outbound mail.

• Coordinate with sales team by monitoring customer accounts and processing accurate statements in order to achieve optimal outcomes for both customers and the organization.

• Responsible for processing purchases requisitions, orders and contracts, with proper recognition of revenue for orders and contracts.

• Manage and reconcile batch processes to meet processing timelines.

• ·Quoting and scheduling local & out of state pickups.

• Maintain customer files, to include creating contracts, schedules, quotes.

• Assist in operational duties calling agents for updates,getting charges and quotes, in order to provide information to customers.

• Research and gather information to assist exhibitors with arranging shipments. Provide customers with tracking updates.

• Manage reports for the Management, including contact tracking, web site issues, live programs, attendance, and other analyses as required.

• Provide excellent customer service, identify and resolve issues and effectively handle multiple transaction types.

• Ensure all required order documentation are accurate and completed per policy.

• Responsible for tracking and timely reporting of order status documentation and customer reporting requirements.

• Responsible for customer service support issues including billing order status and customer inquiries as well as assisting with accounts receivable resolution.

• Manage AR Collections for past due invoices, products and programs.

• Manage a high volume of incoming phone calls with professionalism and tact.

• Travel to select meetings and represent the company to deliver personalized service.

• Manage and coordinate training for new hires and create a training guide for new management employees.

• Maintain collaborative relationships with other staff, partners, and customers.

• Collects and inputs timesheet information into automated accounting system and processes labor corrections.

• Assist the human resources functions of the office, including payroll processing, accounting, data entry, patient admission and new hire paperwork and, employee data.

• Assure honest, reliable and accountable business relationships are met.

• Coordinate and schedule incoming deliveries with internal and external customers.

• Track freight in transit and updates internal department with delivery status. Investigates and resolve in transit issues when they arise, and perform appropriate parties in a timely manner.

• Work with internal team on order exceptions, expedit shipments and delivery deviations.

• Record and document items put into or taken out of inventory.

• Assist in maintaining finish goods and raw material inventory in accordance with inventory cycles and production demands.

• Enter data into company's ERP system and perform data clean up as meat it for accurate recording keeping.

• Assist in providing accurate month in reports to logistics and finance team.

• Coordinate with external carriers to prepare quotes for freight charges request by internal departments and arrange the pick up of shipments.

• Process all shipments by entering information into appropriate shipping system, printing labels, bills of lading, packing slips and ensuring all International shipments have correct custom documents.

• Verify skids are properly tagged with job number, description of product and number of skids being shipped. Verify shipments are placed on propper carriers for shipments.

• Responsible for performing clerical duties, preparing & distributing reports. Experience with EDI and customer website ordering systems. Boeing (09/2011 to 11/2015

Customer Service Manager

• Direct a team of 7 to achieve service initiative objective and maximize customer satisfaction; successfully process 1,000+ orders monthly.

• Create SOP's that promote proactive communication with customers.

• Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service.

• Identify operational issues and duties that benefit sales and productivity.

• Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks.

• Strengthen relationships with key internal staff across shipping, manufacturing, and quality assurance departments to optimize customer service processes and procedures.

• Manage problems evaluation and resolution.

• Manage weekly and monthly customer service metrics; evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service.

• Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service.

• Review and approve return goods authorizations (RGA), and communicate product issues to production managers and quality assurance teams. DTD Marketing (09/2005 to 09/2011)

Customer Service Manager

• Oversee the preparation and delivery of performance reviews by the supervisors.

• Interview, select, ensure orientation, training and when necessary discipline and/or discharge of personnel Manage Time and Labor - review and approvals.

• Responsible for supervising the day-to-day activities and objectives of our customer service and warranty department.

• Lead and motivate team by coaching and collaborating with team members to ensure that the best level of service is being delivered: both internally and externally.

• Manage production by properly analyzing trends and developing strategic approach to handle workload.

• Ensure calls and claims are conducted as expected for a positive customer experience.

• Utilize key performance indicators to measures performance and make proper operational assessments.

• Manage staff to meet the flow and volume of calls, emails and overall production through effective scheduling, while maintaining cost controls.

• Provide management and professional guidance to team members through regular one-on-one meetings, regular team meetings, monthly account reviews, and performance goals.

• Evaluate and performs performance feedback while taking appropriate disciplinary actions as required.

• Create work schedules and manages attendance for direct reports.

• Manage and plans functions concerning the overall operations which impact the teams and the clients.

• Monitor and evaluate trends; identifies potential areas that can cause errors in processing, procedures, and company practices; presents recommendations for solutions to supports the implementation of corrective measures, new policies and procedures.

• Coach and mentor team with customer escalations and non-engagement.

• Manage problem evaluation and resolution.

• Work directly with customers as necessary to resolve escalated issues.

• Prepare appropriate status reports for delivery to management.

• Evaluate performance and staff knowledge.

• Coordinate training needs for new and existing staff and provides access to internal/external training.

• Monitor and measures performance and evaluates customer service team against objectives set by company and/or department.

• Run and analyze customer service center and management reports for assigned group to measure and improve performance and meet agreed department objectives and deadlines.

• Manages escalated complex cases and complaints by presenting resolutions for avoidance of further escalation.

• Developed and implements a service plan to ensure goals and objectives are met.

• Manage multiple aircraft manufacturer and customer relationships as well as resolve product & service deficiencies and customer perceived needs.

• Made recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies. Education: Baker College, Flint, MI

B.S., Marketing and Advertising, Minor: Business Administration & Management References: Available on request.

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