Shelly

R, Ordonez

**** ******* *****

505-***-****

acwswa@r.postjobfree.com

CUSTOMER SERVICE

PROFESSIONAL

Profile ● More than 35 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

● Possess solid computer skills.

● Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word, CT DataTrac.

● Ability to train, motivate, and supervise customer service employees.

● A team player, acknowledged as “Total Quality Customer Service Professional.”

● Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories.

Synopsis of Achievements ● Increased customer retention by 19%, from 72% to 91%.

● Reactivated 9 key accounts ($253K/year), utilizing persuasion/mediation skills.

● Proactive planning led to notable increase in morale in all departments.

● Created customer satisfaction survey, drastically reducing potential problems.

Employment Deli Factory, Farmington N.M. 1

9

9

5

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P

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se

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t

Customer Service Representative

● Support sales reps in opening new accounts and upgrading existing service.

● Quickly and effectively solve customer challenges.

● Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Apria Health Care, Farmington N.M.

1985 - 1995

Client Support

Worked with Medicare and Medicaid patients

● Highest revenue in accounts

● Knowledge of Insurance contracts .

Education Farmington High School

1985

Associate of Arts: Communications & Public Relations References Furnished Upon

Request

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