Customer Service Support

SUMMARY

Seasoned Professional with over * years administrative, customer service and clerical experience in the technology and call center industries.

Highly motivated with expertise in screening calls, drafting correspondence, contacting vendors and suppliers, and making recommendations for process improvement.

Experienced user in MS Office Word, Excel, Outlook and AS/400 databases.

Personable, team player skilled in leading teams and implementing positive change.

Accomplishments:

I Am Newark Winner FY 2012

Most Improved Winner FY 2011

Most Improved Winner FY 2010

Helped create and implement the Echannel Discrepancies Team and Quote Team

Created a system to ensure customers were aware of issues on their order and got them corrected in a timely fashion.

SKILLS SUMMARY

Word/Excel/Outlook, AS/400, Multi-Line Phone Systems, Fax, Copier, Scanner, Printer

PROFESSIONAL EXPERIENCE

Account Specialist / Discrepancies Rep / Web Support Specialist

Newark Element 14 Richfield, OH May 2009 – Present

Take incoming calls from customers to place orders/quotes using Word, Excel and Outlook.

Resolve customer purchase order discrepancies by calling/emailing the customers thru Outlook. This helped to let customers know there was an issue with their order and it had not been completed.

Process orders/quotes from Outlook email or fax. Help manage the quote box and distribute work to ensure a timely turn around for customers. Manage the fax discrepancy box and drive customer responses to the team.

Work internally with management to cover gaps to ensure there is coverage where needed.

Work with new co workers on development in their role. This helps new hires learn as they go while still providing support level.

Support customers via live chat and emails to resolve issues on our website. Provide customers support on the status of their orders. Provide and create returns or credits.

Team Leader

BDC Highway Richfield, OH January 2007 – March 2009

Review calls with reps and coached representative on how to improve their calls so the internal and external customers could have positive interactions. Managed and took care of leads.

EDUCATION

Columbia College Columbia, MO – AS in Environmental Studies – 10/2011 -12/2014

Southeast Local High School, Ravenna, OH – HS Diploma

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