Customer Service Representative

Karen L Martens

***** **** ****

North Olmsted, Oh 44070

Cell 440-***-****

E-Mail: **************@*****.***

SUMMARY

Highly motivated and organized human services specialist with experience

developing and running a homeless oriented shelter from ground up. Proficient in

using Microsoft excel, word, outlook, and internet explorer. I am very timely,

organized and detailed with tasks that have been assigned to me by my management

staff.Seeking a position where my experience and education will allow me to grow

and develop in my field of expertise.

INTERNSHIP EXPERIENCE

1/2011-5/2011 Salvation Army Elyria Corps

Internship

Developed and executed a homeless shelter program to allow homeless individuals a

place to eat, sleep, receive essential toiletries as well as access to guidance and

counseling if needed.

• As a result, many homeless individuals wereable to seek out and gain new

employment as well as housing because of the assistance received through

this intern program.

Life Skills Training Course

Five week internship working with juvenile delinquents through the Lorain County Court

system to assist them with life skills such as banking, health awareness, job preparation,

household maintenance, and cooking. To help ensure their future as reputable members

of society.

WORK HISTORY

11/05/2012-05/03/2013 DFAS Department of Defense, Cleveland

Contract Represenative.

inbound/outbound calls for retired and active military members local and overseas,

changed allotments, account changes, send out 1099R tax documents, send out

account statements, W2’s, e-mailing in outlook, excel, word, internet explorer,

telephone, MyPay log on help, IMATS (for notating accounts), MIAP (program for

updating members accounts), MPB (program to view mypay account status), RAPID

(for viewing documents sent in by members)e-Biz: time keeping website, Envision

(quality assurance program)

• Assisted Military and retired members log onto mypay website

• Assisted Military members and retired members with tax documents

• Assisted members on their retired pay and account information

• Respectful and courtesy, while addressing customer issues and questions with

empathy.

• Provide excellent customer service while following the Privacy Act of 1974 and

safeguards Personally Identifiable Information (PII)

Trainings taken while at DFAS:

Audit Readiness Level 1 - Day 600 Countdown MC-AUR LEVEL1 2013-02-08

Audit Readiness Orientation MC-AURORNTN 2012-11-23

Succeeding with e-Biz Timekeeping as an Employee SS-_scorm12_dfas_undefined

2012-12-07

Combating Trafficking In Persons Awareness Training MT-TIP 2012-11-23

DFAS Strategy: How it Relates to You MT-DFASSTRATEGY 2012-11-23

No FEAR Act Training MT-NOFEAR 2012-11-23

Social Networking MT-SOCIALNETWORK 2012-11-23

SPIRIT-002 Contingency Planning SPIRIT-002-****-**-**

SPIRIT-004 Information Security SPIRIT-004-****-**-**

SPIRIT-005 Personnel Security SPIRIT-005-****-**-**

SPIRIT-006 Physical Security SPIRIT-006-****-**-**

SPIRIT-007 Safety & Occupational Health SPIRIT-007-****-**-**

SPIRIT-008 Antiterrorism Level One SPIRIT-008-****-**-**

SPIRIT-009 Operations Security (OPSEC) SPIRIT-009-****-**-**

SPIRIT-011 Counterintelligence Awareness SPIRIT-011-****-**-**

SPIRIT-001 Critical Infrastructure Protection SPIRIT-001-****-**-**

SPIRIT-003 CyberAwareness Challenge (formerly IA Awareness) SPIRIT-003 2012-

11-13

SPIRIT-010 Privacy Act and PII SPIRIT-010-****-**-**

DFAS New Employee Orientation - Security Training - Anti-Terror Level 1DFAS-CL

2012-11-09

DFAS Social Media and You MC-DFASSOCMED 2012-11-23

Innovation Fair MC-IF 2012-11-07

5/29/2007-10/31/2012 Geisel Heating and Air Conditioning, Elyria, Oh

Customer Service Rep.

Responsibilities include; inbound/outbound calls to set up customers repairs,

e-mailing in outlook, excel, word, internet explorer, telephone, payroll, data basic

(inside program), selling parts, commissions, and invoicing.

• Calculated service technicians commissions based on their work for the

month

• Calculated service technicians and plumber’s payroll each week

• Calculated invoicing for Hvac service and plumbing jobs

11/2005-11/2006 First Data, Kelly Services Inc. North Olmsted, Oh

Inside Sales Rep.

Responsibilities include; inbound/outbound calls to set up merchants with credit

card processing, e-mailing in outlook, excel, word, internet explorer, telephone, setting

up contracts for management, and NACS (National Association of Convents Stores)

• Assigned to put together training manuals after two months

• Trained other associates

• Set up many excel and word documents used everyday

11/2004-11/2005 American Greetings.com, Kelly Services Inc, Brooklyn, Oh

Customer Service Representative

Responsibilities included: fielding customer service calls, handling customer issues and

complaints. Setting up customer accounts. Handling payments and canceling

accounts. Answering e-mails in Kana (e-mail Clint)

• Technical support calls for six websites: I assisted clients that had any type of

technical issues with the six websites listed above by walking them through

their issues and finding the correct disposition to the problem. Gave technical

support with logging in, sending e-cards, printing cards, viewing items and

password lockouts.

10/2001 – 04-2004 Amerigas Propane Horizon Propane and Level Propane Westlake, Oh

Customer Service Representative, Dispatcher

Responsibilities included: fielding customer service calls, handling customer issues

and complaints. Setting up delivery dates. Handling payments and overdue

accounts; researching collection payments to determine if they were delinquent or

missing. Scheduled contractors for service work on tanksKept in constant

communication with drivers while conducting dispatcher duties.

• Promoted to work in new department routing drivers after two months with

the company. This decision made by management based on excellent job

performance

• Volunteered to ride with drivers to take initiative and better understand their

job so I can plan their routes more efficiently

• Assigned to additional excel responsibilities due to proficiency with Microsoft

Suite

• Assigned to duties of handling permit applications, sending them to state

inspectors and talking to those inspectors about any violations

• When assigned to routing duties my responsibilities included: Analyzing

reports to determine customer needs, assigning deliveries to twenty truck

drivers, directing communication on rush orders, and handling

troubleshooting problems with deliveries to ensure customer service was

always met

SKILLS

• Excellent Microsoft Suite skills

• Proficient in Q –Com which is a satellite based communication system

• Problem solving and assessment skills for individuals

• Excellent organization skills

• Excellent with time management

• Excellent in paying attention to detail

Contact this candidate