Customer Service Management

Delvin D. Starks

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

Richmond, VA 23223

804-***-**** (Home)

804-***-**** (Cell)

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

OBJECTIVE:

To obtain a challenging position in which my expertise, attention to detail and project management skills in the areas of

Customer Service and Quality Assurance will prove to be assets and allow for my personal growth and development

HIGHLIGHTS:

Over fourteen years as a Customer Service Professional; Supervisor; Strong troubleshooting, problem solving,

accounting, reconciliation, researching and communication skills; Quick study; Functions well in a fast-paced

environment; Works effectively independently or as part of a team.

COMPUTER SKILLS:

MS Office (Outlook, Word, Excel, PowerPoint, Access)

10 Key

JDE

Lotus Notes

AS 400

VISIO

RUMBA

STARZ

RECON PLUS

ACQUIRE

SPREAD SHEET LOADER

SAP

PROFESSIONAL EMPLOYMENT:

Customer Service Representative

Dupont, Richmond, VA August 2013 - June

2014

Properly processes customers’ orders; troubleshoots orders and resolves discrepancies as needed.

Properly utilizes warehouse management system and maintains appropriate documentation.

Coordinate and update warehouse employees regarding new and modified customer orders.

Review shipping and receiving reports to ensure accurate and on-time deliveries.

Provides exceptional customer service to incoming callers, customers and carriers.

Proactively communicates with customers, employees and the management team to ensure necessary requirements are

met.

Processes, audits and files various documentation.

Performs various office support activities.

Assist other employees in the performance of their assigned duties when necessary.

Base applications of use are (SAP, Excel, Word, Lotus Notes, & Outlook) They are used daily.

Operation Coordinator

Capital One, National Association, Richmond, VA July 2010 -

October 2012

Identified teller errors; Balanced ATM's in the Mid-Atlantic, South & North East regions; Reviewed customer’s

accounts; Posted entries for all ATM terminal activity; Performed basic reconciliation; Worked with various

departments within the company to correct teller or office errors; Received Employee of the Quarter Award as well as

multiple Star Awards, given to employees who have gone above and beyond to help and assist peers; Coaching and

training of peers and new hires. Daily applications that were used are Recon Plus, Acquire, & Spread Sheet Loader.

- Base application of use was Reconplus, worked daily in this system to match items, & clear outages.

- Acquire is an Application for researching used daily for any outages that we had in reconplus.

- Spread Sheet Loader is a ledger we used daily to post items that we needed to correct in reconplus.

Recoup & Repack Supervisor

Biagi Bros, Warehouse Distributor, Richmond, VA June 2008 –

July 2010

Ensured the quality and quantity of all products to be shipped out met company standards; Managed all warehouse

inventory on a daily basis; Supervised 30 plus employees on a daily basis; Processed data entry forms and shipments

in-bound and out-bound; Created reports using JDE and AS400 systems; Responded to phone calls, e-mail from

corporate and customers; Assisted in billing procedures for all out-bound shipments; Approved in-bound and out-bound

shipments; Communicated all warehouse concerns with Management

Ukrop’s Bakery Warehouse, Richmond, VA May

2007- June 2008

Ensured that food quality, quantity, freshness and presentation met all regional standards; Assisted with production for

all prepared food venues; Ensured all prepared items are labeled, dated, initialed, covered and rotated; Supported

national, regional and store programs; followed all applicable health and sanitation procedures; Adhered to safe work

practices; Responded promptly to customer needs and questions; Used correct measuring devices to follow recipes;

Ensured that walk-ins and freezers were kept clean and well organized; Performed other duties as assigned by the

Department Supervisors and Managers

Wachovia Corporation Glen Allen, VA December

1998 - Sept. 2004

Operations Service Associate Tier III

Senior OPS associate that serves as the

primary point of contact and managerial presence within the department.

Provides customer quality assurance for all customers and their accounts.

Responsible for timely and accurate completion of paperwork and reports.

Performs mentoring portion of New Associate Orientation, as needed.

Running and reconciling financial reports between 3 accounting software applications.

Provide general payroll customer service to employees.

Assist with client mailings and other

company projects as needed from inception to completion.

Computer administration for RUMBA/BETA database for account activities

Processed transactions using automated PC for all Mid-Atlantic ATM's.

Account data collection, reconciliation, and data entry for

required account documents and contracts

into automated databases for the appropriate customer.

Database management required decisions making regarding judgments on

frozen accounts.

Assist in correctly analyzing and solving

other department issues for customer account conflicts.

Oversee daily assignments and assured deadlines are met on time and with

accuracy .

EDUCATION:

Diploma (GPA 3.6), Henrico High School, Richmond, VA; Class of 1996

HONORS AND AWARDS:

Awards for completion for over 5 on-line banking courses

Awarded for making great decisions under pressure situations

Pride Award for each year with Wachovia for exceeding expectations yearly

Star Awards for helping and assisting peers.

Employee of the Quarter Award for overall performance.

REFERENCES AND EXTENDED EMPLOYMENT HISTORY:

Available upon Request

Contact this candidate