Customer Service Representative
Resume:
Christopher J. Williams
**** ********** ***** *******, ** 32818
**************@*****.***
SKILLS SUMMARY
Extensive experience in site development
Excellent interpersonal skills and a proven ability to model successful behavior
Extensive background in customer service, enhancing company operational efficiencies and providing direction
Experienced in developing and implementing regional programs for performance and productivity
EDUCATION
Bachelor of Science in Logistics and Supply Chain Management 2014 - Present
University of North Carolina Greensboro, Greensboro, NC
Associate of Arts in Business 2009
University of Phoenix, AZ
Fort Lee Quarter Master School, Fort Lee, VA 1997
Honor graduate of 001-96, 1995 Army Reserve, Rank E-3, Army Service Ribbon, National Defense Ribbon and Army Achievement Ribbon
EMPLOYMENT
Compliance Analyst
Polo Ralph Lauren, Greensboro, NC
Coordinate and oversee research of customer chargeback’s 2013 - Present
Provide feedback to senior compliance analysts for prevention and resolution efforts
Prepare and analyze reporting on chargeback trends
Assist in development and maintenance of Access databases
Forge relationships with external customers to foster lower chargeback rates
Communicate with external accounts receivable partners
Analyze check application for accuracy of deduction categorization
PowerPoint presentations and various special projects/tasks as needed
Communicate to internal partners to inform status of open chargeback’s
Reverse Logistics Compliance Coordinator
Polo Ralph Lauren, Greensboro, NC
Validate legitimacy of requested returns based on established returns policy 2011 - Present
Systemically notify Operations of pending returns
Work to maximize quality of returned products
Perform detailed reconciliation of customer return authorization / filed deduction / physical return (3 way match)
Recover discrepancy through wholesale customer contact
Provide recommendation of write-offs in case of non-collection
Work closely with Compliance team members to align with departmental strategy
Provide recommendations to more effectively manage Reverse Logistics
Communicate to internal partners to inform status of open chargeback’s
Create and maintain custom reports with Excel and Access
Provide content for development and delivery of PowerPoint presentations as needed
Oversee administrative functions as necessary
Customer Service Representative / Floor Assistant 2007 - 2011
RalphLauren.com, High Point, NC
Effectively use decision-making skills, critical thinking, effective communication and appropriate telephone etiquette
Communicate information to the customer on current website features and upcoming promotions
Provide follow up solutions to customer issues with established procedures, call flows and policies
Process credits, exchanges, emails and adopt escalated calls
Assist Workforce Analyst by entering scheduled and voluntary time off into Blue pumpkin and Workforce Management Attended Road Resolution, Rugby, Mobile, JDA and Island Pacific training
Workforce Analyst 2006 - 2009
Deluxe Customer Care Center, Syracuse, NY / Greensboro, NC
Reviewed real-time adherence and intra-day performance reports to promote overtime and solicit voluntary time off
Scheduled breaks, lunches, team meetings, training and off-phone activities
Participated in a daily conference calls with senior managers from multiple sites
Forecasted call volume and monitored adherence
Provided team managers with auxiliary and after-call work reports for each associate
Peer Quality Assurance Analyst 2004 – 2006
Deluxe Customer Care Center, Syracuse, NY / Greensboro, NC
Conducted weekly call calibration sessions with CSR’s using E-Talk
Developed S.M.A.R.T. and T.A.R.G.E.T goals to concur with expectations individual performance for each CSR
Provided feedback to team leaders and workforce management
Customer Service Representative 2004 - 2005
Deluxe Customer Care Center, Syracuse, NY / Greensboro, NC
Optimized customer satisfaction by responding to a variety of incoming calls
Identified customer needs and made recommendations to meet those needs
Used up-selling techniques, educated customers, resolved problems, and provided other general customer information
Earned five Service Excellence and two Quality Call of The Week Awards by demonstrating professionalism and knowledge, diffusing customer frustrations and concerns and providing outstanding performances in building trust, credibility and rapport
SYSTEM PROFICIENCY
SAP Windows NT, XP MS Word, PowerPoint, Excel, Access, Movex, AS400, Crystal Reporting, Showcase Strategy,
Blue Pumpkin, Workforce Management, Pro Center and E-Talk
COMMUNITY SERVICE
Volunteer Council Member at Deluxe Corporation, 2004 - 2009
Northeast Community Center, 2000 - 2004
Boys and Girls Clubs of America, 1995 - 2000
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