Customer Service Sales

Anslem Yearwood

** ********* *******; Apt: *A

New York, NY 10034

E-mail: **********@*******.***

Cell Phone: 646-***-****

Home: 212-***-****

SUMMARY

Logistics Specialist and Army Veteran with over 15 years of experience in Customer Service, Data Reporting Analysis, and Administration Services.

EXPERIENCE

2014- 2015 Goodwill Industries, Astoria, New York

Job Coach

Specialize in assisting individuals with disabilities to learn and accurately carry out job duties.

Provide one-on-one training tailored to the needs of the employee.

Provide analysis to identify the job duties, followed by developing a specific plan as to train the employees to perform job duties accurately and effectively without assistance.

Involve the application of the evidence-based practice of "supported employment.”

Work with employers to explore unmet business needs so that jobs can be developed or customized.

2006-2012

Staples, Inc. New York, New York

ON-SITE REPRESENTATIVE (NEW YORK UNIVERSITY)

Implement policy for processing Promo Orders; quote and discount prices for customers; submit furniture NSP form for Vendor pricing and installation. Consolidate Backorder Report / FC switches; update weekly NYU business critical item usage inventory report along with monthly NYU print order report.

Process manual stamp orders thru Cosco Stamp Department Process Personal NYU Purchases Orders, using NYU supply requisition form. I also assist End Users in Store Purchases Orders.

Contact BES Trucking for driver status and emergency pickups; confirm UPS delivery information with Representative at Naviator (Custom Print Dept.) I also contact Staple’s warehouse for R30 and shipping issues along with answering phone and customer inquires.

Staples, Inc. Englewood, New Jersey

TRAFFIC & REPORTING ANALYSIS

Utilize call volume and staffing forecasts to create staff schedule and ensure coverage across all hours of operation by skill type (sales, omni, web tech, fax, etc.) to meet service level targets.

Manage the fair rotation of associates onto night and weekend schedules as necessary to meet business needs. Proactively identify staffing shortages impacting service delivery and partner with other Scheduling Analysts and business unit contacts to address shortfalls. Track agent activity through the entering of exceptions (unplanned absence, ad hoc meetings, tardy, etc.) into Aspect eWFM for incorporation into future staffing forecasts.

Process and catalog associate and Team Supervisor schedule change requests balancing service delivery needs (service levels) and business needs (attrition rates). Track agent activity through the entering of exceptions (planned vacation, shift changes, etc.) into Aspect eWFM for incorporation into future staffing forecasts.

Provide analysis and reporting on forecasting assumptions (AHT, Shrinkage, Vacancy, etc.) and highlight causes for variations at the site level. Work closely with Manager of Forecasting and Planning to ensure performance trends are documented and included in future call volume and staffing forecasts.

CUSTOMER SERVICE REPRESENTATIVE

Respond to our customers in a professional and courteous manner. Provide delivery and order status information to customers and provide pricing and availability information.

Educate end users on specific corporate requirements and procedures. Respond to all inquiries and deliver appropriate information or refer to appropriate party.

Communicate to team members and CS Management all and any updates and pertinent customer information. Record all phone calls in customer logs to ensure accurate information is available to all associates. Process customer orders and maintain accurate updated information on customer accounts.

2002-2003

W.B. Mason, Inc. Secaucus, NJ

SALES ASSISTANT/CUSTOMER SERVICE SPECIALIST

Handle 100 plus calls in call center, while interacting with sales reps daily. Receive direct calls from sales force client placing orders and handling specific problems. Analyze complex information and research data while generating creative solutions.

Demonstrate attention to details, identify and resolve problems, while gathering and analyzing information. Coordinate project (schedule a proof of delivery of custom furniture) and communicate changes in project and finish in a timely fashion.

1983-1986 United States Army

Supply Specialist and Administration Specialist

Ordered and maintain unit supply inventory, confirm shipment and delivery of merchandise. Resolve backorder issues, made sure supplies was ready for unit deployment. Consolidate merchandise thru DMMC (Division Material Management Center.)

Produce and maintain company’s readiness and deployment polices, type communicate for company command and distribute to personal.

EDUCATION

2013-2014 HOSTOS UNIVERSITY

Course: C.A.S.A.C ( Credentialed Alcohol & Substance Abuse Counselor)

H.I.V (Certified Counselor)

2012-2013 NATIONAL HEALTHCARE ASSOCIATION

MEDICAL BILLING & CODING SPECIALIST- CERTIFIED

MEDICAL ADMINISTRATIVE ASSISTANT- CERTIFIED

PHLEBOTOMY AND E.K.G. - TRAINING

1995-1996

Berkeley College White Plains, NY

CERTIFIED :COMPUTER SCIENCE

SKILLS:

Excellent communication and interpersonal skills, responsible and reliable

Prioritize and plan work, have the ability to use time effectively. Exhibit confidence in self. Work well with little supervision.

Proficient in Microsoft Applications

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