Service Representative Customer
Resume:
Joseph Brocke
Euless, TX *****
*******@*****.***
Work Experience
Senior Process Associate
Genpact - Richardson, TX
August 2018 to Present
Analyzed and documented company processes for executive leadership and suggested areas for improvement.
Ensured confidentiality and data integrity in all work-related tasks as depicted in company regulations and protocols.
Client Service Representative
Paycom - Grapevine, TX
January 2023 to July 2023
Retained and strengthened client relationships by providing full-picture solutions and best practice management
• Leveraged technology to ensure clients see a return on their investment by providing guidance to clients in all areas of the system and influencing clients to utilize system best practices to align with employee usage strategies
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Managed and built relationships with assigned book of long-term clients via phone and e-mail
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Investigated,troubleshot and resolved a high volume of client inquiries received through both phone and e-mail while anticipating additional questions and needs
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Provided proactive service and consultation to maximize client employee usage and overall system utilization
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Contributed to client retention and satisfaction through timely follow-up and completion of issues
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Determined appropriate resources necessary for each client inquiry and issue resolution
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Coordinated with internal departments and higher-level specialists as needed to resolve client projects
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Entered relevant information into the CRM system after each contact to ensure quality data to enable effective client retention
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Trained clients in the use of the Paycom system, proactively identifying new client users and providing one-on-one system training when appropriate
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Ensured payrolls for all assigned accounts are processed with 100% accuracy
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Actively engaged in continuous learning and self-improvement to complete required training programs, enhance system knowledge and stay up to date on legislation impacting clients
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Provided system feedback to product management on behalf of clients Customer Service Representative
Airbus Group - Grand Prairie, TX
June 2019 to October 2021
• Working with customers to review & process purchase orders in alignment with their needs and priority
• Collaborating with internal teams to gather product, pricing and availability/lead-time information in order to respond to customer queries
• Providing routine status updates on open orders and items pending delivery
• Managing logistics flow from order entry in the system until shipment is made available to the customer
• Working with customers to encourage and assist with forecasting & planning of orders Repair, Overhaul, Exchange & Rental Support
• Providing services information in order to accurately quote, describe and sell the catalogue of services
• Preparing forms and documents for rentals, exchanges, customer repairs and returns
• Accurately explaining quotations and invoicing for all services performed
• Following up on items pending return and outstanding repair/overhaul quotations
• Coordinating with R&O shop administration to identify acceptable exchange units, manage customer demands and forecast upcoming component requirements Warranty Claims
• Conducting preliminary review warranty claims for warranty period applicability, claim accuracy and completeness with the help of technical representatives if necessary
• Logging all warranty claims and ensuring treatment and resolution in line with company policies & KPI targets.
• Launching replacement part delivery, initiating invoicing for denied claims, triggering labour coverage reimbursements
Customer Satisfaction
• Systematically logging, analyzing and managing customer concerns through to successful resolution
• Raising ideas and helping to implement actions for improvement to routine challenges
• Building a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, loyalty and increased sales.
• Participating in activities to enhance systems and business processes as assigned.
• Ensuring daily performance is in line with company objectives, service level commitments and KPI targets
Customer Service Representative
Dr Pepper Snapple Group - Plano, TX
June 2013 to October 2018
Scheduled inventory pickups and deliveries with vendors. Provided elevated customer experience to generate a loyal clientèle. Promoted business as superior provider committed to efficiency and accuracy when engaging with customers.
Served as liaison for customers, management and sales team. Recommended products and services aligned with customers' needs and preferences. Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge.
Communicated with and supported sales, marketing and administrative team Developed reputation as an efficient service provider with high levels of accuracy. Received multiple positive reviews which acknowledged dedication to excellent customer service. Directed calls to appropriate individuals and departments. Built long-term customer relationships and advised customers on purchases and promotions. Provided timely and effective replacement of damaged or missing products. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Set up and explained new membership contracts.
Computed price of merchandise and maintained detailed product and sales records. Contacted customer to follow up on purchases, suggest new merchandise and inform on promotions and upcoming events.
Worked closely with sales representatives on inventory control and ordering. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma
Allen High School - Allen, TX
2006
Associate of Science
Collin County Community College District - Plano, TX Skills
• Order management system
• Supply Chain
• Microsoft Word
• Process Improvement
• Microsoft Office
• Six Sigma
• Call Center
• Order fulfillment
• Technical Support
• Order entry
• CSR
• Customer Care
• Problem-solving (5 years)
• SAP ERP
• Sales Support
• Customer relations (5 years)
• RECEPTIONIST (5 years)
• Basic math
• ERP Systems
• RETAIL SALES (5 years)
• Customer Support
• Customer Service (8 years)
• SAP
• Microsoft Excel
• ERP systems
• Supply chain
• SAP
• Order management system
• Order fulfillment
• Leadership
• Order entry
• Customer service
• Technical support
• Research
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