LaKishia M. Clough

*** *. **** ****** *** Angeles, CA 90044 acv6o4@r.postjobfree.com 323-***-****

Customer Service Representative

Seasoned, motivated Customer Service Representative with 17+ years of success in call center for high competitive enterprise. Proficient in SAP, MAS 500, EDI, File net, Micro Soft Word, Excel, Power Point, Salesforce and Outlook. Excellent communication skills evidenced though years of resolving customer concerns and addressing employee relations. Organized with outstanding multi-tasking and time management capabilities. Recognized as a team player who proactively identifies and resolve customer or process related issues while providing top tier customer service in a fast paced environment.

Professional Experience

Customer Service Representative

Castle Metals – Paramount, CA 06/2013-12/2015

Release order for assigned organizations on a scheduled basis and as need.

Process all RMA’s received on a daily basis.

Processing orders into the system using Oracle

Receives and review request for RFQ.

Communicate with customer, either verbally or in writing, to keep current on their needs.

Arrange for outside purchasing of materials and services to fill customer orders or items not in stock, or not normally stocked or used.

Collaborate with sales team to check RFQ’s against stock and usual demand. Support the sales team in quotation and fulfillment of customer’s expectations.

Team Coordinator/Accounting Clerk

Dreams Unlimited Inc., Los Angeles, CA 05/2013-Present

Manage all parent correspondence for the 140 youth.

Coordinate all team paperwork, field registration, and team events

Manage and maintain list of vendors and donors

Process transactions and reconcile and maintain various accounts and ledgers including accounts payable, vouchers, vendor invoices, expense reimbursements, ledgers, statements, billings and/or other accounting documents.

Ensure accuracy, completeness and timeliness of transactions processed

Conduct research on discrepancies and make appropriate corrections or adjustments

Respond to and resolves inquiries.

Post and verify data

Customer Service Representative

Forever 21 Inc, Los Angeles, CA 05/2013-11/2013

Answer a high volume of inbound calls in order to remediate customer grievances in accordance with pre-established company guidelines and procedures.

Enter all relevant information regarding customer inquiries into proprietary logging and tracking system.

Investigate lost or delayed orders by tracking shipment paths via UPS, FedEx, USPS, UBX Express, Purolator, and Canada Post

Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order statuses, and tracking/payment issues using PayPal or Cyber source systems

Identify potential fraudulent credit card transactions using Accertify technology

Advise customers on newly available items and promotions to drive overall sales

Provide support to Call Center Department through the performance of ad hoc tasks

Customer Service Representative

Henkel/ Schwarzkopf, 12/2011-04/2013

Provided Sales Support for Major Beauty Care Distributors. Process purchase orders in SAP via EDI or email for Major Beauty Chains such as ULTA Beauty Care, Beauty Services Group in Seven States, Salon Centric in the Midwest and East Coast States as well as Overseas Freight and Trade accounts.

Interacted with Vendors, Suppliers, the Warehouse Team, logistics & Supply Chain daily to assure on time delivery.

Responsible order tracking, pricing, new item set up in a timely fashion. Responsible running reports daily for forecasting to maintain inventory at all times.

Process monthly promotion orders; Processed RA’s, credits & debits. Processed credit card payments.

Handled incoming calls regarding inquiries, customer account updates. Resolved customer complaints.

Responsible for answering questions regarding products and services, while providing excellent customer service.

Assist with Marketing Events.

Responsible for meeting and exceeding sales goals. Worked daily with Hair Salons & Spas as well as Independent Licensed Stylists.

Accounting Administrative 09/2010-12/2011

CURE, Los Angeles, CA.

Maintain an orderly accounting filing system.

Ensure bank reconciliations are complete.

Process payroll in a timely manner.

Coordinate the preparation of the corporate annual reports.

Customer Service Care Lead 01/2006-09/2010 01/2006-09/2010

LegalZoom.com, Inc. Los Angeles, CA.

When necessary, quickly re-direct escalated Customer phone calls.

Directly interface with Product Groups for current status.

Provide prompt, courteous, professional support to our internal and external Customers.

Serve as a liaison between Customers and other departments to communicate information.

Flexibility and ability to manage multiple assignments.

Maintain acceptable attendance record.

Offer guidance regarding the use of desktop systems and tools to team members.

Contribute to day-to-day support as a floor resource for Customer Care Specialists.

Averaging 50 – 100 calls

References and Documentation Available Upon Request

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