Customer Service Data

Ena G. Rachal

**** ***** **** **. *******, TX ***45 • 832.56.4004, 832-***-**** • *********@*****.***

HIGHLIGHTS OF QUALIFICATIONS

Experienced customer service and research professional offering 25+ years of experience in high volume call centers.

Self-starter, highly motivated with excellent customer service and communication skills. High degree of integrity, strong work ethic with the ability to make sound judgment in a complex, fast paced, deadline driven environment.

PROFESSIONAL EXPERIENCE

Oxy Petroleum (Contract) Houston, TX October 2014- January 2015

Data Administrator

•Analyzed contractor and employees’ data for accuracy.

•Entered contractor and employees’ data into PeopleSoft Human Resources database

•Ensured data integrity in the PeopleSoft Human Resources database

•Created queries / processed reports for audit and verified audit reports

•Research for errors and issues in documents

•Maintained electronic data files and various contact list

•Assisted with various projects and performed other duties as assigned by manager

•Evaluated and recommended approval/rejection of payment terms change requests

Nalco Champion, (Contract) Houston, TX August 2013- July 2014

Customer Support Analyst

•Extracted, transformed and loaded (ETL) data from SAP-MOM and core systems to analyze and manage supplier, item and price master data

•Used discretion and judgment based on category knowledge, review, enrich and consolidate existing and new records to improve data accuracy and validity. Identify and correct inconsistencies in data that impedes value-creation, automation and reliability

•Identified patterns within the data to leverage information that can be applied to create value within the organization

•Analyzed spend data to recommend suppliers for deactivation and collaborate with company's facility procurement teams to validate. Execute deactivation across the purchasing platform

•Maintained price catalog information in SAP-MOM and/or core transactional systems (SAP-ECC, Asset Suite 7, MP2, lnfinium)

•Presented and communicated findings from data integrity and spend analysis through written and/or oral presentation that effectively conveys the value-opportunity and makes the case for change

•Analyzed Restricted Party Screening (RPS) results and take appropriate action

•Managed Electronic Funds Transfer (EFT) agreement and set up process

•Evaluated and recommended approval/rejection of payment terms change requests

•Documented work processes, evaluate opportunities for process improvement/streamlining, and implement

•Managed time and met deadlines

Nationwide Insurance, Houston, TX January 2009 – July 2013

Customer Service Analyst

•Handled incoming requests from customers and ensured that issues are resolved both promptly and thoroughly

•Collected customer information, accessed and fulfilled customer needs, educated the

customer where applicable to prevent the need for future contacts and document interactions through contact tracking

•Provided quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting

•Addressed and handled customer issues over the phone

•Used automated information systems to analyze the customer's situation

•Maintained a balance between company policy and customer benefit in decision making

•Handled issues in the best interest of both customer and company

•Continuously evaluated and identified opportunities to drive process improvements that positively impact the customer's experience

•Responsible for compiling and generating reports as they relate to customer service surveys

Interline Brands August 2001- October 2008

Customer Services/ Sales Support / Trainer

•Resolved customer complaints or answer customers questions regarding policies and procedures.

•Data entered billing payments and work orders into RS 4000 data base system

•Supervised the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems

•Provided employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes

•Assisted sales representatives as needed with daily tasks

•Answered approximately 200+ inbound and outbound calls

•Processed orders and payments

•Processed bills for payment

•Processed return authorization for damaged goods

•Trained and instructed employees on day to day job functions and company policies

•Evaluated employees' job performance, adherence to regulations and recommend appropriate personnel actions as deemed necessary

Time Warner Cable, Houston, TX February 1995 – June 2001

Team Lead

•Consulted with customers by telephone or in person to provide information about products or services

•Processed charges for services requested, collected deposits or payments, or arrange for billing.

•Referred unresolved customer grievances to designated departments for further investigation.

•Resolved customers' service complaints relative to billing (i.e. Issuing refunds, bill adjustments)

•Assigned work schedules to ensure quality and timely delivery of service

EDUCATION

•Louisiana Institute of Technology- Studied Consumer Relations

•James Madison Senior High School- Graduated 1985

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