customer service

Summary of qualifications

** **** ***** **************, ***** Resources, & Customer Services in

Corporate America related to Utility/Communication Industry. Rendered

exceptional administrative skill and provided analytical skill and

competencies to assure accurate and expedient processing.

Career & Personal Achievments

Instrumental in the development, implementation and training of a new

scheduling group in consumer credit and collections in the Midwest region

at AT&T. Entered College at the age of 16. Perfect High School attendance

for 10 years. Received most courteous Award as an operator. Received

accreditation letter for good work ethics and performance from Managers at

AT&T. Successfully negotiated and campaigned to have the Village of Oak

Brook and RTA install a bus shelter with the help of co-workers and the

surrounding community. Negotiated with Pace to have a bus stop re-erected.

Worked with Habitat For Humanities.

Work experience

2013-AUG - CURRENT - Customer Service Representative (Gulf Packaging,

Dolton, IL) - Manufacturing

. Enter Sales orders into MAS 200 System for customer purchase of

products related to packaging and shipment, example: peanuts, boxes,

bubble wrap, Steel and Pet strapping, tools to secure strapping to

boxes, seals, plastic wrapping for boxes, etc.

. Receive orders by email, fax, over the phone. Email customer's invoice

electronically. Maintain a working relationship with Sales people,

providing assistance to them and their clients to assure the customers

receive their orders in a timely fashion. In addition, secure the

Sales person's commission for each sale based on calculating the

current cost and sales price based on the item selection of the

customer

. Other duties include: billing & invoicing of Sales Orders, Drop

shipments, investigate Freight charges, updating Sales Orders by

entering Credit & Debit Memos (when necessary). Walk Sales Orders out

to the warehouse for shipment after they have been created and entered

in the system along with printed labels, secure CPU's, COD's and

Credit Card payments

. Update and maintain order history in the MAS system by adjusting notes

attached to the each order, the ability to pull up customer history

for items ordered, pull up item inquiry to obtain item description,

quantity, purchase order history, current cost, available warehouse

stock, etc.

. Back up the receptionists by answering phones, distribute mail,

posting and mailing invoices to customers, create and send reports to

Sales People upon request

2010 - SEPT. - 2012 - AUG Logistics Specialist (RockTenn) - formerly

Smurfit-Stone Container Corporation, IL

. Track Inbound Recycle loads from acquired Carriers to RockTenn mills

. Generate and distribute an individual daily report (Excel Spreadsheet)

to (40 - 55) carriers with current recycle loads with the

responsibility of updating a general Excel spreadsheet with the

Carrier's feedback/responses

. Motivate the Carriers to pick up and deliver Recycle loads in a timely

manner - (Where, When, Why)

. Interact (phone and email) with Carriers, Customer Service Reps, and

Transportation Planners to track loads from pick up from the Supplier

until delivery to the mill

. Systems: AS400, Excel, Word.

. Under my supervision, the loads are picked up and delivered in a

timely manner. Both Shipper and Carrier are satisfied. My company's

reputation is secured for our quality of service

2008 - FEB Customer Service Representative (Supply Chain) Smurfit-

Stone Container Corporation, IL

. Enter Supply Chain orders for production of different grades & sizes

of paper for production at mills

. Work with Planners at plants where the paper product is used to

produce box materials such as, pizza, beer, etc.

. Served over 20 boxplants, ordering paper, trucks, rail transportation

to ship paper to the boxplants. Includes,

Phone, contact with Mgmt, Paper mills, Railroad Svcs, review

reports, create Microsoft spreadsheets, email, SAP

. Provided (box plants) with excellent service. Plants received their

shipments of paper to produce beer, pizza boxes, etc. Their customers

received their products to ship to stores for consumer purchase

2001 - 2007 Human Resources - Scheduling Manager AT&T

Chicago, IL

Scheduling

. Schedule classes, build and close out sessions using SAP-GUI system.

Maintain and monitor master schedule

. Order and ship training material to training locations

. Render exceptional customer service (internal & external clientele)

. Students were properly brought (on board) through training, training

room reservation, provided information packets, registered students into

their classes, hotel reservations

Additional duties

. Security administration as related to system user ids. Create and

distribute reports

. Order office supplies, Meeting planning/conference room reservation

. Bill payment & approvals, time/attendance reporting through e-link and

payment.net systems

. Create and publish Quarterly newsletter (Dave's newsletter)

. Employees of AT&T were able to log into systems with little effort.

Supplies were provided to assist in their daily tasks. Company's bills

were paid in a timely manner and information regarding the quality of

service of the department was distributed to employees for their

knowledge and encouragement.

1994-2001 Technical Associate/Administrative Assistant - Call Center -

Environment

. Update, investigate ECR & RC changes - Human Resources

. Ameritech financial/budget systems and programs (AFAS, AFIW, CFL

language, FRS, TN3270 local LAN/Mainframe system)

. Create & update monthly reports (Gallup Polls, Departmental budgets for

five state region)

. Internal and external customer service, Promoted to Administrative

Assistant, Promoted to Scheduling Manager

. Provided superior service to the Director of the Call Center: answering

phones, travel arrangement, confidential information, paying bills, etc.

1992-1994 Summarization Clerk

. Check processing, proof operations, wire transfers, payroll processing

(Decmate), Promoted to Technical Associate

. Successful production & shipment of check to different charitable

agencies

1991-1992 Scheduling Associate & Operator - Call Center Environment

-Employment Office

. Schedule time and date for testing applicants - employment office (On

loan)

. Assist with scheduling with Transfer Bureau applicants, Promoted to

Summarization Clerk

. Assisted the managers with recruiting and bringing employees (on board)

while on loan in addition to providing excellent customer service as an

operator

1989-1992 Operator - Call Center Environment

. Extensive customer service, supply requested information and data in a

timely and professional manner

Recruiting

. Recruit, research, interview, screen, and refers job candidates

nonmanagement positions.

. Facilitate and coordinate entire on-boarding process. Conduct

thorough candidate assessments.

. Review applications and prescreen applicants to obtain work

history, education, training, and job skills,

. Coordinate and monitor the maintenance of employee records

Facilities

. Environment awareness, Identify and protect against phishing & other

suspicious emails

. Knowledge of Business objects system, Copy jobs and collating of

presentations

. Order supplies (Pagers, forms, phones, and material for conference

room), Meeting planning, handle all catering

Education

1988 - Bachelor in History University of Illinois

Special Skills & Training

Project Management, MS Word, MS Excel, Lotus, cc:Mail, Lotus Notes, MS

PowerPoint, LAN, Data Entry, Customer Service, Call Center, Collections,

Event Coordination, SAP, MS Outlook, Crosstalk, WAFA, CFL Language, ACIS,

BOSS, APROMS, VVOPS, EXPRES, AFAS, AFIW, FCP, FRS, AOS Outlook-Email,

AS400, SAP, SOM, OTM Budgeting, etc.

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