Customer Service Rep

Tammy McMullin

*** ****** ***** *****, ********, NY 12528 845-***-****

Email: ***********@*****.***

SUMMARY:

I am a highly knowledgeable Customer Service professional with over 15 years of experience in a call center environment. Has the ability to handle a high volume of customer calls in a fast-paced environment. I have excellent listening, written, oral communications, problem solving and negotiating skills. Has the ability to make decisions independently and quickly with minimal escalations.

EXPERIENCE:

Cogentix Medical, Inc., F/K/A Vision Science, Orangeburg, NY 2012-2015

Customer Care Specialist

Provide administrative and marketing support; including butyy not limited to quotes, leads, warranties, service contracts, RGA’s, marketing resources, production formation, recalls, customer feedback, direct mail, preparation of credits, and other sales, customer service, and marketing projects. Provide administrative support internally to the Sales, Marketing and Customer Care teams; and externally to customers and distributors. Process and track incoming orders using 4th Shift, Fed Ex, and other internal resources. Understood and complied with company policies, FDA and ISO regulations, SOP’s and QSP’s.

Manage customer, direct/indirect representative and distributor calls/emails including problem resolutions, product information and order management. Manage all leads manually or electronically as applicable Monitor disposable sales to existing accounts to insure disposable utilization. Follow-up with the customers to insure the proper disposables are utilized and identify any issues that may arise.

Assist sales representative and distributors with supporting customers and generating sales. Arrange shipment of marketing literature to sales representatives and distributors as requested. Manage customer, direct/indirect representative and distributor calls/emails including problem resolutions, product information and order management.

Communicate availability of new products, pricing, recalls, and promotions to customers and engage in sales activity as defined by the program. Serve as Product Information Resource - maintain a working knowledge of all products. Interface with Quality Assurance Personnel - log in RGA’s and manage incident information.

Make calls to customers with outstanding balances to arrange for payment. Complete all follow up activities via mail, email, and phone as applicable.

Petro Inc., Meenan Oil Co LP, Poughkeepsie NY 2012-2013

Customer Service Representative

Answers inbound request for service and delivery.

Negotiated customer prices, service plans and billing issues, process payments.

Work in partnership with Sales, Operations, Credit and other department in regards to resolution customer issues

Gateway Energy Corporation, Montebello, NY 2000-2011

Customer Service Representative – Team Leader

Average 80-90 customer calls per day with a high level of first call resolution.

Lead side-by-side trainer of new hires. Assist customers with bill explanation, produce services and cancellation requests.

Consistently exceeds departmental call volume, sales retention and collection payments on outstanding balances. Maintain a 97% quality assurance score. Handle inbound selling to new customers, cross sell various produces and retain existing customers. Appointed to Acting Supervisor in the absence of Supervisor within the department. Handle escalated customer complaints via telephone or e-mail within a 24 hour turnaround time.

Earned “Employee of the Year” award in 2006 and “Employee of the Month” in May 2008 and Oct. 2010

Lockheed Martin EZ-Pass, Spring Valley, NY 1999-2000

Customer Service Representative

Answered inbound calls as well as assist customers who have specific inquiries. Maintained customers interest in the services and products offered by the company. Provided personalized customer service of the highest level. Updated the existing databases with changes and the status of each customer/prospective customer.

Arranged for the dispatch of products, information packages, brochures etc. to clients and other interested parties. Made followed up the calls to the clients. Provided clerical support in the department which included faxing, filling out paperwork, doing checks on credit references as well as liaising with other departments.

Rockland Employees Federal Credit Union, Orangeburg, NY 1995-1999

Member Services Representative

Opened new accounts, processed withdrawals, posted loan payments and transfers. Balanced cash drawers at the end of each shift. Inspected checks, binds, money orders and savings withdrawals to determine their negotiability. Opened certificates of deposits for customers.

Parktone Press Inc., Spring Valley 1988-1995

Administrative Assistant

Quoted process to potential customer. Processed orders. Posted payments and send out invoices.

SKILLS: MS Office (Word, Outlook and Excel), LexisNexis (Accuprint), Citrix Proprietary applications: Foxpro, Discovery, Letter Writer.

EDUCATION: 1987 Spring Valley High School- Liberal Arts

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