Customer Service Representative
Resume:
MARK BROWN
********@*********.***
Jacksonville, FL 32244
Product and inventory control manager Georgia–Pacific
Successfully purchased and maintained inventory in a high volume building supply warehouse. My main duties were: Purchasing, setting inventory levels, forecasting demand, ensuring appropriately sized re-orders and expediting where needed. I maintained vendor and interpersonal relationships to assure smooth flow of information regarding products of concern. Responsible for overall profitability and viability of product groups to include price setting, dealer agreements, and bulk discounts. I stayed abreast of laws and regulations affecting overall operations. Analyzed and solved problems that affected product availability, customer satisfaction, and overall cost.
All work is performed with safety as the highest priority
Perform inventory analysis to determine turn days, days to sale, average age of inventory, gross margin return on investment
Analyzed variance reports to determine inventory impacting trends to minimize stock-outs and overages due to changes in demand
Anticipated changes in demand due to external and environmental changes and influences
Combined information to set stock levels in consideration of economic order quantity, safety stock, minimum and maximum on hand
Create and authorize purchase orders and maintain logs and records of transactions.
Assisted with organization, oversight, and participated in bi-annual physical inventory count, data entry and cross checks and report to accounting for audit
Work effectively with others to assure smooth communications and efficient operation
Refine work flows to assure all gaps and overlaps are diminished toward smooth operations
Negotiate and maintain purchasing and service agreements
Technical knowledge and expertise
Procurement procedures
Inventory Control
Inventory Control Software
Physical inventory
Shipping and receiving
Delivery coordinating
Microsoft Office – Excel, Access, Word, Power Point
Trouble analysis
Problem solving
Communications – interpersonal, presentation, oral, correspondence
OTHER PROFESSIONAL WORK EXPERIENCE
AT&T – Jacksonville, FL
2003-Present
AT&T’s mission is to connect people with their world, everywhere they live and work, and do it better than anyone else.
Inbound Call Center Customer Service Representative
Work in a high volume AT&T Uverse sales and retention inbound call center. Address customers with service concerns that range between cost of service, billing, product knowledge, self-help technical support, and content while multi-tasking with various computer based application software programs. The objective is to solve customer concerns and retain their business with adequate credit and retention discounts while increasing value with upgraded products and adding new lines of business. Supported an array of cable type products, to include: Internet protocol television, high speed internet, and voice over internet phone. Additionally, sell a dish technology television service (DirecTv) and AT&T Mobility smart phones and services.
TEAM LEAD - Internal Support
With consistent top performance, as a Customer Service Representative, earned this coveted position for multiples of tours. Provide accurate information and help on the various call center systems and applications through chat, email, phone and face-to-face.
Focused on overseeing of the success of representatives in a high stress and disciplined call center environment.
CUSTOMER SERVICE REPRESENTATIVE
Charged with the strategic use of various situational credits, adjustments, and promotions for both competitive response and remediation of service quality, outages, and errors. Use a blend of needs based selling by discovering opportunities and strategically position the solution with upgraded products. The interactions, at times, require trouble shooting techniques to identify the true concern and reason for the call. Follow call flow to assure compliance, call effectiveness, and efficiency.
Georgia-Pacific – Jacksonville, FL
Over 9 years
Product Manager – Inventory Control
Worked in a high volume, fast turnover building product wholesale warehouse operation. Purchased building products and tools from approved corporate vendors, and other locally approved suppliers to furnish building products to customers/dealers regionally. Assured professional inventory control techniques: forecasted demand, minimum order quantity, minimum stock keep units, order levels, lead times, and economic order quaintities were considered to make optimum purchase decisions.
SOFTWARE SYSTEMS
Customer Relation Management, Order Management System, Regional Negotiation System, Back Office Customer Relation Interactive System, Teligence – Mobility interactive customer relation and order placement software, MyCSP – Customer Service Procedure, E-tally – real time sales reporting system, One Report – Consultant post sale and metric reports. Q – Messaging system – real time chat. Smart Chat – Interdepartmental collaborative communication system, Solution Sender – Customer self-help procedures. Microsoft Office – Excel, Access, Outlook, Word, Power Point, Microsoft Publisher
COMPUTER LANGUAGE PROFICIENCIES
Working knowledge of Relational Databases, MySQL, PHP, HTML, CSS, Java, JQUERY and other languages and concepts used in the production of websites. Server Skills – CPANEL Proficient in MySQL, PHP myAdmin - Browser languages: CSS, HTML
OTHER RELATED EXPERIENCE
INBOUND CALL CENTER, SALES, CUSTOMER SERVICE AND RETENTION SPECIALIST
DIRECTOR OF SALES AND OPERATIONS
TERRITORY SALES ACCOUNT MANAGER
INSIDE SALES REPRESENTATIVE AND SHIPPING COORDINATOR
WEB SITE ADMINISTRATOR (Volunteer)
Education
Valdosta State University, Valdosta, GA
BBA IN MANAGEMENT with Finance and Accounting
Contact this candidate