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Customer Service Representative, training .

South Bend, Indiana, 46628, United States
October 01, 2016

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I’m looking for a position within a well-respected company that will utilize skills I have gained, working with customers. Excellent telephone and computer skills are required. I have obtained a Bachelor degree and have worked in both small and large call center environments.


Help improve office procedures, identifying and avoiding further errors

Provide excellent, customer service with responding to all inbound customer calls and written correspondences

•Build rapport with each customer

•Actively listen to customers requests and inquires

•Assisted with customers selecting merchandise throughout several departments

•Proactively identify and communicate policy transactions and impact to customer billing per company guidelines

•Evaluate and make decisions regarding exceptions to payment plan and fees

•Make alternate payment arrangements

•Manage and utilize time effectives to ensure department meets requires service levels for improved customer satisfaction

•Under limited supervision, performs complex clerical duties following established procedures in the following areas: Health and Welfare, Pension, and 401K

•Successfully handled account holders callbacks for urgent information and guidance

•Coordinated quarterly marketing events

•Handled all incoming sales and marketing customer calls.

•Prepared vendor purchase orders and tracked payment cycles

•Assisted field sales reps with administering promotional and training programs, and processing expense reimbursement requests

•Implemented better hiring and employee satisfaction practices in assigned departments, which reduced turnover by 10%

•Worked with all aspects of payroll; resolved errors

•Managed staff, prepared work schedules and assigned specific duties

•Monitored sales activities to ensure that customers received outstanding service and quality goods

•Hired and trained personnel, and conducted performance evaluations

•Presented training classes on equal employment opportunity and sexual harassment, and recommended needed changes

•Planned and coordinated departmental sales promotions

•Planned and organized events for local charities

•Implemented programs to recognize associates for outstanding job performance and teamwork

•Reviewed financial statements, sales and activity reports, and other performance data to measure productivity, goal achievement, and to identify opportunities for cost reduction and program improvement

•Reviewed operational records and reports to project sales and determine profitability

•Supervised the Risk Control Committee, which resulted in the store’s first 90-day associate accident free status

•Marketing Analyst Created and maintained Access databases that tracked customer profiles, sales promotions, and managed departmental expenses

•Prepared PowerPoint presentations for training and promotional programs

•Customer Service Liaison between Customer Service and Shipping departments to ensure accurate and timely order fulfillment

•Investigated orders older than 90 days; worked with Manufacturing and purchasing departments to secure missing parts, build, ship and bill orders

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Indiana University, South Bend IN 05/1997

Bachelor in Science in Business

Major: Personal and Industrial Relations

Management and Administration

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