Back office customer service representative

Lisa Haffner

Jamestown, IN

*******.****@*****.*** - 317-***-****

Dedicated Customer Service Professional recognized for resourcefulness in solving problems quickly and

taking action. Demonstrated ability to calm upset customers, develop positive working relationships with peers

and others to gain results, and identify common ground to gain cooperation. Committed to excellence and

taking on or assisting others in new assignments and special projects.

• Customer Oriented

• Teamwork

• Collaboration

• Resourceful Problem Solver

• Good verbal and face-to face communications

• Time Management Skills

• Phone Etiquette

• Strong Listening Skills

WORK EXPERIENCE

Customer Service Representative, Back office

Pearson Education - Lebanon, IN - October 2006 to January 2014

Responsibilities

Proactively resolve customer order issues before order fulfillment. Contact customers, field sales reps and

managers, and other functional areas to ensure accurate order processing. Assist in other areas of customer

service and warehouse when needed.

Accomplishments

Recognized as Star of the Month for providing excellent customer service. Received multiple thank-you letters

from customers for exceeding expectations. Achieved 99.9% accuracy and quality ratings based on team goal

of 98%. Volunteered on multiple occasions to assist other areas during peak periods.

Skills Used

Use and knowledge of Pearson products, resolved issues with orders, internet searches. Able to operate

multiply software systems, resourceful problem solver, Phone etiquette.

ADDITIONAL INFORMATION

TECHNICAL SKILLS

SAP and UOPS higher education order fulfillment system

Microsoft Word, office,Excel

as400

All office equipment

proficient in 10-key entry

Oracle

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