Customer Service Processing

Timothy B. Mahony *** Hillswick Circle,Folsom, Ca. 95630 tel. 916-***-****

Objective: To focus on a career in a professional customer service environment for an established employer

Work Experience

February 2023 to May 2023

Reporting to supervisor Brandon Crawford

Duties include-Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries

-also managed a help desk to assistance newer agents in training

-also provided GIFT card services for lost or stolen physical gift cards and e gift card to agents, store and customers

October 2022 to February 2023

Reporting to Jacob Lovejoy

Duties include-Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries

-also managed a help desk to assistance newer agents in training

-also provided GIFT card services for lost or stolen physical gift cards and e gift card to agents, store and customers

February 2022 to October 2022

Reporting to supervisor Samantha Hitts

Duties include-Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries

-also managed a help desk to assistance newer agents in training

-also provided GIFT card services for lost or stolen physical gift cards and e gift card to agents, store and customers

Reporting to Supervisor Anita Goldman since January 2021

Duties include- Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries. Other duties include providing daily telephone log reports, adhering to strict guidelines on breaks and time off from telephone responsibilities-also trained as an OSI agent for gift card services and for a CSC for EU/UK orders.

Team Lead 10/06/20 to 12/23/20 working with Supervisor Patty White

Reporting to Supervisor, the team lead handles administrative tasks and reports.

Adherence

oApprove segments

oRun Adherence

oTrouble shoot outliers

oPublish daily Team Adherence

Payroll

oUse information from IEX in order to update individual payroll

oDetermine and use correct payroll code for both FT and PT employees

VOC’s

oListen to Voice of the Customer calls for team that are scored 65% or below

oImmediately report to Supervisor any egregious issues (agent using foul language, rude, hanging up on customer, not speaking on the call)

oPartner with Supervisor on any calls they should listen to for follow up with agent

Group Chat

oMonitor Team Chat in zoom or in Teams by answering or guiding agents to answers to common questions

oKeep teams informed of any new information

11/17/2011 to 10/06/20 - Customer Service Consultant Gap Inc. Direct

Duties include- servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries. Other duties include providing daily telephone log reports, adhering to strict guidelines on breaks and time off from telephone responsibilities-also trained as an OSI agent fro gift card services and for a CSC for EU/UK orders.

April 2010-Present- Customer Service Consultant Gap Inc. Direct

Note: recently promoted to Tier 2 CSC agent position on November 16,2011.

Duties include: As a customer service rep for Gap and other related brands(Banana Republic, Old Navy), provided customer service to both English speaking customers in both US and Canada and French speaking service to customers from Quebec, Canada. Duties include- servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers,

Professional Customer Service Agent with 12 years of experience for International E-Comerce Com

MY JOB SEARCH BASICSEdit

Keywords

Customer service, customer support

Categories of Interest

Appointment SettingVirtual AdminOnline AdvertisingCustomer ServiceData Entry

Job Types

Employee

Career Level

Experienced

Highest Education Completed

Associate's Degree

Salary

Other Compensation/Benefits Desired

Military Status

WORK EXPERIENCE

Youth Counselor

Edit

Paradise Oaks Youth Services,Citrus Heights, California

7806 UPLANDS WAY CITRUS HEIGHTS, CALIFORNIA 95610

From Jan 2007 to Oct 2008

- responsible for supervision, counseling, and providing safety and security of SED(Severe Emotionally Disturbed) teenage males-duties include household administration, transportation to designated educational institutions, daily administration of medication, daily written reports, and apply daily behavioral points rating system to boys behavior, role modeling, group and individual counseling sessions, constant supervision to provide a safe and secure environment in PRO-ACT(Professional Assault Crisis Training).

Professional Customer Service Agent

Edit

Gap Inc. Direct

3830 Atherton Rd., Rocklin, Ca. 95765

From May 2010 to present

Timothy B. Mahony 697 Hillswick Circle,Folsom, Ca. 95630 tel. 916-***-****

Objective: To focus on a career in a professional customer service environment for an established employer

Work Experience

February 2023 to May 2023

Reporting to supervisor Brandon Crawford

Duties include-Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries

-also managed a help desk to assistance newer agents in training

-also provided GIFT card services for lost or stolen physical gift cards and e gift card to agents, store and customers

October 2022 to February 2023

Reporting to Jacob Lovejoy

Duties include-Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries

-also managed a help desk to assistance newer agents in training

-also provided GIFT card services for lost or stolen physical gift cards and e gift card to agents, store and customers

February 2022 to October 2022

Reporting to supervisor Samantha Hitts

Duties include-Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries

-also managed a help desk to assistance newer agents in training

-also provided GIFT card services for lost or stolen physical gift cards and e gift card to agents, store and customers

Reporting to Supervisor Anita Goldman since January 2021

Duties include- Applying daily customer service through the Salesforce ordering system-servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries. Other duties include providing daily telephone log reports, adhering to strict guidelines on breaks and time off from telephone responsibilities-also trained as an OSI agent for gift card services and for a CSC for EU/UK orders.

Team Lead 10/06/20 to 12/23/20 working with Supervisor Patty White

Reporting to Supervisor, the team lead handles administrative tasks and reports.

Adherence

oApprove segments

oRun Adherence

oTrouble shoot outliers

oPublish daily Team Adherence

Payroll

oUse information from IEX in order to update individual payroll

oDetermine and use correct payroll code for both FT and PT employees

VOC’s

oListen to Voice of the Customer calls for team that are scored 65% or below

oImmediately report to Supervisor any egregious issues (agent using foul language, rude, hanging up on customer, not speaking on the call)

oPartner with Supervisor on any calls they should listen to for follow up with agent

Group Chat

oMonitor Team Chat in zoom or in Teams by answering or guiding agents to answers to common questions

oKeep teams informed of any new information

11/17/2011 to 10/06/20 - Customer Service Consultant Gap Inc. Direct

Duties include- servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers, processing customer escalations on dissatisfaction with company procedures, providing support to carrier inquiries. Other duties include providing daily telephone log reports, adhering to strict guidelines on breaks and time off from telephone responsibilities-also trained as an OSI agent fro gift card services and for a CSC for EU/UK orders.

April 2010-Present- Customer Service Consultant Gap Inc. Direct

Note: recently promoted to Tier 2 CSC agent position on November 16,2011.

Duties include: As a customer service rep for Gap and other related brands(Banana Republic, Old Navy), provided customer service to both English speaking customers in both US and Canada and French speaking service to customers from Quebec, Canada. Duties include- servicing requests in locating undelivered or missing orders, re-ordering exchange items, reshipping missing items from orders, providing refunds on credit cards when required, rerouting customer calls to various depts., processing customer brand inquiries, providing brand store support for pricing of items, and order lookups, doing price adjustments, sharing information on inventory and promotional discounts with customers,

Certified Professional School Bus Driver

Edit

Laidlaw Transit Inc(Now called First Student)

1027 Moodie Dr. Nepean, Ont. K2R 1H4, Canada 613-***-****

From Aug 2003 to Oct 2006

Provided daily Bus Run Services to elementary and HS students, Supervised and monitored student behavior during bus routes, Completed regular mandatory safety training courses-Conducted daily safety pre-rips of school bus and serviced when required, p rovided charter, special events, summer and community charters Completed daily activity reports.

Energy Registration Officer

Edit

Direct Enrgy

Bank St.Ottawa,Ontario Canada

From May 2002 to Oct 2002

Provided door to door energy price protection for natural gas & hydro for both residential and commercial communities in Eastern and northern Ontario, in Canada Educated and advised customers of various options for each individual situation Attended company training course when required Submitted customer agreements and statistics to the office on a weekly basis.

Executive Distributor Part-Time

Edit

Nu skin Enterprises-Canada

3350 Ridgeway Dr., Unit #1. Mississauga, Ontario L5L 5Z9 905-***-****

From Sep 1995 to Mar 2002

Business Owner Expanded International Marketing business for Nuskin Enterprises(NSE), a US based billion dollar, Fortune 500 company focused on expanding personal care and nutrition based products into the Canadian marketplace. Duties included doing presentations of home-based business, travelling weekly to various cities, attending conference call presentations, coaching and training downline distributors,ding warm market and cold calling,etc.

Information Records Management Clerk

Edit

Transport Canada and Nav Canada

Queen St,Place De Viile, Ottawaon. K1A 0N5

From Sep 1977 to Sep 1995

Provided daily records management services to Canadian federal government employees at Transport Canada and Nav Canada with secret security clearance including classifying and coding documentation, both classified and unclassified, filing, updating records database, destruction of waste and other related duties.

Certified Professional Driver

Edit

San Juan School District

3050 Orange Grove Ave. North Highlands, Ca. 95660

From Dec 2008 to Aug 2009

Qualified professional substitute school bus driver-wheel-chair trained-responsible for transporting both regular and special ed students tp/from home/school-qualified with first aid and CPR certifications, certified with air brakes, current medical certificate(DL51), class B license and Special Safety certificate(DL45),all available upon request.

Add New

WORK SAMPLES

Work Samples

EDUCATION

Bell High school

Edit

Five Year Arts & Sciences

40 Cassidy Road Nepean, ON K2H 6K1,Canada

From Sep 1969 to Jul 1974

Received Grade 13 secondary School Honor Grad diploma in 5-year Arts and Sciences program

Algonquin College

Edit

Management Studies and Businsess Adminsitration

1385 Woodroffe Ave, Nepean, ON K2G 1V8, Canada

From Sep 1977 to Jun 1994

received 4 certificates from Algonquin College as follows:

Management Studies Certificate 1985

Human Resource Management Certificate 1986

Computer Information Systems Certificate 1991

Information & Records Management Certificate 1994

Add New

SKILLS

typng Speed 35-40 w.p.m.

Proficient

experienced in MS-Word,MS-Excel,MS-Outlook,MS-Powerpoint

Proficient

experienced in online customer service skills such as utilizing ordering system and database

Proficient

experienced in teleconference calls

Proficient

experienced in utilizing online otj training

Proficient

experienced in participating in video-conferencing meeting with staff and supervisor

Proficient

experienced in providing git card services for lost and stolen gift cards

Proficient

experienced in using office technology & equipment such a faxing,emailing,photo imaging

Proficient

SKILLS TESTS

CERTIFICATIONS & MEMBERSHIPSEdit

CTM(Competent Toastmasters) Certificate 1998-2001

Records Management Institute-1996-2000,Ottawa,Ontario,Canada

Total Quality Management-1992-1994Ottawa,Ontario,Canada

HONORS & AWARDSEdit

DM Citation - Fun/Walk Run 1987 Transport Canada Ottawa,Ont.,Canada

Quality Service Merit Award -Project Leader TQM-Service Quality Management- 1992, TC Ottawa,Ont.,Canada

United Way Silent Auction Award- exceeded goals, 1996 Transport Canada Ottawa,Ont., Canada

CTM and Competent Leadership Certificates - 2001 Toastmasters Intl. Ottawa,Ont. Canada

Invalid credentialsYour entered credentials may be incorrect or email sign-in is disabled for your account.

Verification

Intermediate

High limits for cash deposits and withdrawals. High limits for cryptocurrency withdrawals. Advanced product features.

Learn more about verification levels

Contact this candidate