Customer Service Representative

Stacy Wood

716-***-**** **** Tanglewood Dr

716-***-**** (cell) North Tonawanda, NY 14120

**********@***.***

Education: Bachelor of Arts in Physics from SUNY at Buffalo, Amherst NY

Work Experience:

March 2007 - February 2014 Customer Service Representative, Multisorb

Technologies, Buffalo NY

* Perform work in a safe manner following all company safety rules and

procedures.

* Commitment to Total Quality Leadership (TLQ) through implementation of

the Quality Policy and participation in, or support of, teams and work

groups. Understand and comply with all applicable requirements of the

Company's ISO/cGMP quality system as documented in the Quality Manual,

System Procedures and Work Instructions.

* Achieve customer satisfaction and continual improvement through

participation in Customer Survey and Customer Service Natural Work Team.

* Review and confirm orders and ensure accuracy of order entry.

* Monitor lead times and follow up with customers as dates and capacity

change.

* Review and initiate action to address customer complaints, returns, and

credits.

* Monitor order holds and assist accounting in collection of past due

payments.

* Regularly update customer records to ensure accurate instructions are in

place for order execution.

* Solicit and route for review all customer specifications to guarantee

compliance with product and service requirements.

* Provide accurate information about customers' accounts to internal

customers as requested.

* Prepare customer activity presentations to the Steering Committee.

September 2006 - March 2007 Collector II, Roadway Express, Buffalo NY

* Utilizing the collections system to address existing outstanding

receivables and prevent recurring problems.

* Initiating and pursuing telephone collection of past due items.

Identifying root causes, managing resolution and escalating unresolved

issues to field sales and department management.

* Establishing and maintaining proactive communication with customers to

enhance the customer/supplier relationship.

* Maintaining accurate contact history. Providing account status to

management as needed.

* Responding timely to customer inquiries concerning invoicing. Providing

corrected billing as necessary.

* Other duties as necessary to support the goals and objectives of the

company.

March 2006 - September 2006 Customer Service Representative, Invitrogen

(Adecco), Grand Island, NY

* Primary contact for processing all incoming catalog, custom and Primer

orders and inquiries via telephone, mail, facsimile, direct order entry and

electronic data interchange systems.

* Provide specialized support to key strategic customers.

* Increase revenue by participating in up sell and cross-sell promotions.

* Assess individual customer requirements and direct activities to

appropriate departments.

Nov 2001 - Aug 2005 Customer Service Representative I & II, Bank of

America, Amherst, NY

* Provide information/solutions to questions & problems posed by homeowners

* Maintain a working knowledge of all aspects of mortgage servicing

* Utilize Imageveiw, Filenet, Altell, Director and most aspects of Office.

* Cross sell other Bank of America including Credit Cards, Deposit

Accounts, Refinancing and other Loans

* Assist the A-Team on a daily basis

* Assist the Training Department as a mentor to new employees

* Assist Team Leads on projects affecting Customer Service

May 2001 - August 2001 Office Manager, CRM. Monteagle Ridge Estates,

Niagara Falls, NY

* Utilized MicroRENT/HUD, Windows, Microsoft Works in the daily operations

* Responsible for all aspects of the office including, monthly

opening/closing of the books and preparing the Section 8 Voucher

* Maintained the petty cash account and performed all purchasing for the

office

* Assisted off site office personnel as necessary

* Responsible for all applications and tenant selection

* Prepared necessary paperwork for move-ins including the lease and

Addendums to the lease

* Collected/deposited all rents, security deposits and other receipts

* Handled all paperwork in regards to arrearages including the quit notices

and communication with the attorney

Dec 1999 - May 2001 Office Assistant, CRM: Maryner Towers Apartments,

Buffalo, NY

* Utilized MicroRENT/HUD, Windows, Word, AmiPro, Excel, WordPerfect,

DataPro and Lotus 1-2-3 in the daily operation of the project

* Handled tenant files/information from application to move out

* Created and maintained computer based files for both the day-to-day

operations of the office and special situations deemed necessary by the

senior office staff.

* Responsible for deposits and preparing payroll for the home office

* Acted as a go between for the maintenance staff and the tenants

* Maintained regular communication with various state and local agencies

* Assisted in the training of new office staff

Feb 1997 - March 2001 Sales Associate, Wilson Farms, North Tonawanda, NY

* Maintained displays/prepared food/acted as stock person as necessary

* Directed preparations for inventories/assisted in company based

inspections

Dec 1993 - May 1996 Apartment Manager, JI. Gray Company, Farmington NM

* Responsible for projects in excess of $2,500

* Maintained confidential R.E C.D records and receipts

* Established policies for both the tenants and the company

* Collected and prioritized data for a $1,000,000 company

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