Customer Service Representative

CONNIE OLSON

626-***-**** ************@*****.*** linkedin.com/in/olsonconnie

SUMMARY

Polished, professional Customer Service Representative offering experience in providing customer support for a fast paced aerospace company. Commitment to customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty. Listen attentively, solve problems creatively and use tact and diplomacy to find common ground and achieve win-win outcomes.

• Proficient in Microsoft Outlook

• Proficient in OMAR(MANMAN) system

• Working knowledge Microsoft Office

• Working knowledge of Exostar, ESIS and PH Connect

• Working knowledge of Vantage system

• Understanding of fraud and security issues within the banking and finance industry

PROFESSIONAL EXPERIENCE

BANK OF AMERICA/COLLABERA, PASADENA, CA

Fraud Analyst II (August/September 2015)

Assisted ATM/Debit card holders with issues and inquiries regarding holds/blocks on cards resulting in the best outcome for the customer and bank

• Used policy guidelines to accurately authenticate clients

• Reviewed and analyzed online banking/ ACH transactions prior to release/ approval to determine if fraud exist

• Prepared and documented review findings in a concise, understandable manner

• Kept and maintained findings in departmental database for identification of trends and patterns

SEAL SCIENCE, IRVINE, CA

Customer Service (2014 - 2015)

Handled customer inquiries, complaints, returns and processed purchased orders. Interfaced daily with external and internal customers in all areas within the company as required for problem solution and resolution.

• Managed a high-volume workload within a deadline driven environment

• Reviewed, processed and acknowledged customer orders

• Issue RMA as needed

• Managed customer Open Order Reports

• Added new customer information into Vantage system

• Created and updated part numbers as required, including revision changes

• Assisted accounting in the collection of overdue invoices

• Managed, screened and routed phone calls

CONNIE OLSON PAGE 2

KIRKHILL-TA, BREA, CA

Customer Relations Representative II (2012- 2014)

Handled customer inquiries, complaints, returns and processed purchased orders. Interfaced daily with external and internal customers in all areas within the company as required for problem solution and resolution.

• Managed a high-volume workload within a deadline driven environment.

• Reviewed orders and shipments to meet Export compliance guidelines.

• Instrumental in cross training of established employees as well as new hires.

• Reduced late deliveries by 25% of a top tier customer within 6 months.

o Decreased conference calls from daily to weekly to bi-weekly

KIRKHILL-TA, BREA, CA

Customer Service Supervisor (2006 - 2012)

Resolved complex customer issues, maintained employee e-time. Performed departmental audits. Conducted Performance reviews. Reviewed customer contracts. Involved with Lean Initiatives resulting in improved customer satisfaction. Handled strategic commerical accounts.

• Supervised safety audits

• Developed Voice of the Customer surveys, metrics and followups

• Scheduled cross training and contract review duties

• Reduced order entry processes from seven days to two days

• Assisted in the realignment of Customer Relations and workloads

• Administer order leveling system for the Industrial Commerical Unit

• Reduced late orders for Industrial Commerical Customers within calendar department by 30%

• Implemented Standardize Operating Procedures

• Completed voluntary training to excel in my duties and enhance customer satisfaction

KIRKHILL-TA, BREA, CA

Customer Service Representative (1997 - 2006)

Handled customer inquiries, complaints, returns, quotes and processed purchased orders. Interfaced daily with external and internal customers in all areas within the company as required for problem solution and resolution.

• Managed Aircraft and Industrial Commerical accounts in a fast paced environment

• Instrumental in the launch of the first successful Supply Chain customer

• Increased Government direct sales by 15%

• Became the lead “go-to” person within the unit

• Handled challenging calls with accepted results to the customer and company

EDUCATION

El Rancho High School - General Studies - Diploma

CONNIE OLSON PAGE 3

Training/Workshops

Leader Effectiveness Training (L.E.T)

Excelling as a First Time Supervisor

Managing Multiple Projects, Objectives and Deadlines

Managing Emotions and Thriving Under Pressure

Assertive Communication Skills

Essentials of Communicating with Diplomacy and Professionalism

Business Writing and Grammar Skills

Itar Compliance

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