Customer Service Rep, Data Entry/Order Entry Rep, Mail Room

Danny Baker

Suffolk, VA ***** *************@*****.*** 757-***-****

SUMMARY OF QUALIFICATIONS:

30+ years’ experience in operations analyst, mail room manager and customer service. Outstanding reputation for being conscientious leader of self; known for exceeding service expectations. Received shining star award for exemplary service and collaborative efforts with outside vendors and leadership team. Recognized for going the extra mile for colleagues and customers. A dedicated, efficient, goal and deadline oriented team member. Proficient in managing multiple tasks, meeting critical deadlines and providing world-class customer service. 30 years of tenure with 1 company, QVC.

CORE COMPETENCIES INCLUDE:

Support Analyst/Payroll

Vendor Relations

Budget Management

Scheduling

Customer Service

Order Entry

Leadership

Coaching and Development

Feedback

WORK EXPERIENCE:

1988 – PRESENT QVC, Chesapeake, VA

Mail Room 2013 – Present

Manage the ordering, delivery and purchasing of all office supplies, mailing products and all incoming and outgoing mail for over 1,200 team members, supervisors, managers and executive staff. Partner with line supervisors and shift managers to improve efficiency by developing activity tracking system. Contributed to site communication by developing mail box systems for all teams and team members. Use Coupa to order office supplies, print jobs and marketing material from various vendors including Office Max. Responsible for all outgoing mail, incoming and outgoing deliveries via FedEx.

Other Key Achievements and Contributions

Saved company $12,000/year

Service Excellence award

Recognized by GM

Exceeded efficiency metrics

Contributed to lowering AHT

Several Special Projects

Operations Assistant II 2005 – 2013

Provided supervisors and their teams with support functions including time management, attendance and occurrence tracking, payroll and time off benefits. Tracked productivity, maintained several databases used for monthly and annual evaluations. Assisted supervisors with attendance audits, monthly check-ins, and terminations. Partnered with management staff to develop programs to track training attendance, supported with new hire on-boarding for exempts and non-exempts.

Other Key Achievements and Contributions

Administer reliability for 7 teams

Introduced paperless point system

Promoted to OSS II

Several special projects

Managed new-hire time off

Customer Service Rep II 1988 – 2005

Hired as a 3rd shift order entry representative, advanced to customer service for exceeding productivity and quality standards. Recognized for superior job performance and outstanding customer commendations. As a CSR II; supporting the leadership team by providing personal coaching for team members and new hires who need additional support. Facilitated on-the-job training, assisting new hires with live calls, monitoring and feedback. Aided over 500 seasonal and permanent associates develop the skills needed for long-term success with QVC. While also handling a high volume of incoming calls regarding customer’s accounts, credit cards and purchases. Maintained quality and productivity scores while providing world class customer service.

Other Key Achievements and Contributions

Exceeded goal in quality

Exceeded productivity goal

Promoted to CS from OE

Led the team in productivity

Perfect Attendance Award

EDUCATION:

Associates in Applied Science Paul D. Camp Community College Suffolk, VA

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