Customer Service High School

Marleen A. Toles

***** ****** *** ***#** Pensacola FL 32514

Cell: 301-***-**** *************@*****.***

Core Strengths

CIS database

•

• Excel & Outlook

• Data Entry

• Microsoft Office

• Windows 7

• Siebel 7

• Multitasking & Prioritize

• Customer service expert

• Customer Communication

• Problem Resolution

• Adaptive team player

• Trainer

Employment:

Retention Representative. Publisher’s Circulation Fulfillment 8/24/2012 9/20/2013

850-***-****

Duties: Maintain subscriber accounts of the New York Times customers with the goal of retaining

and restarting subscriptions. Processing incoming & outgoing mail. Customer communication

includes but is not limited to soft sales, dunning and cancellation calls, courtesy and survey calls.

Customer Care Rep. Publisher’s Circulation Fulfillment 01/13/2003 – 08/24/2012

850-***-****

Duties: Maintained up to date knowledge of company policies regarding billing process, payments,

returns & credits due/owed. Updated credit card info on accounts. Created new processes for

increasing customer service satisfaction. Maintain home delivery and digital subscriptions. Assist

customers with the New York Times website & digital products i.e. Tablets, Smartphones, apps,

and computers. Developed highly empathetic client relationships with Customers,. Processed and

issued credits. Assisted customers with delivery & product complaints.

Education:

Northwest Community College/ Senatobia MS 8/2000 12/2002

Pensacola State College / Pensacola FL 2005 2006

Lakenheath High School / Lakenheath England (AFB) Diploma 1999

References Available Upon Request

Contact this candidate