Customer Service Management

S TA RTA

G A RY

908-***-**** **********@*******.***

PROFILE

Accomplished professional offering 10+ years of versatile customer service skills. Strong planner and

problem solver who readily adapts to change, works independently and exceeds expectations. Exceptional

writing skills with experience in journalism and novel writing. Committed to the highest levels of

professional excellence.

Summary of Skills

MS Office /Word/Excel Time and Task Management Reporting/Article Writing

SAP/Right NOW/AR Collect Focused/Versatile/Dependable Decision Making/Problem Solving

Oral & Written Communication Analytical Skills Team Player

Excellent Customer Service Planning & Supporting Research

Professional Experience

SELF-EMPLOYED – NJ & FL 2004 - PRESENT

NOVELIST/ARTICLE WRITER

Review non-fictional books for Orlando Examiner

Published series of fictional novels

Write informative and entertaining articles for community newspaper

PENGUIN GROUP, BOOK PUBLISHER – NJ 1999-2012

CUSTOMER SERVICE/CLAIMS RESEARCHER

Promoted to handle and close up to 50 cases weekly

Performed discount, pricing, shortage and return discrepancies claimed by major accounts.

Credited or denied claims based on research and company policies utilizing Case Management, AR Collect

and Right Now applications.

Supported sale representatives by providing answers to account inquiries re: order and stock status via letter

and Right Now.

Processed orders for booksellers and distributors via SAP

Ensured timely delivery of books, handling up to 50 calls daily prior to promotion to claims research

division.

Utilized various applications such as Mobius and Radar to retrieve invoices, credit memos, packing lists.

Related Experience

Continually hone compositional and creative skills as freelance writer of articles and fictional stories.

Education

University of Massachusetts BA in Journalistic Studies/English Amherst, MA

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