Customer Service Representative

RUSSELL FARLOW

* *** *******

Maplewood, NJ *****

(Home) - 973-***-****

(Cell) - 973-***-****

Email: ********@*****.***

EXPERIENCE

DIRECT LINK WORLD WIDE INC.

Customer Service Representative Sept. 2023 – Dec. 2023

Actively and consistently support all efforts to simplify and enhance the customer experience.

Provides necessary customer support for tracking packages, ordering supplies, and first level troubleshooting services.

In addition directed customers via email, phone and in office to the proper department to assist in resolving outstanding issues.

Convey an image of quality, integrity, and superior understanding regarding services.

Manage customer interactions professionally and efficiently.

Effectively address customer questions, complaints, and concerns within the scope of responsibility.

Remain current and knowledgeable on every aspect of supported products.

Accurately document customer account records based on actions taken within the CRM.

Prepare graphs at month end using Excel comparing the Shipping Department’s prior month to current month activity, with footnotes explaining variances for upper management review.

Prepared ad-hoc reports and special projects at management's requests.

RENT THE RUNWAY Sept. 2019 – Mar. 2020

Shipping and Receiving Specialist

Responsible for keeping records of all products shipped and received in house.

Responsibilities includes packing the units in shipping containers, develop mailing labels and shipping documents.

Ensure that all orders are filled correctly, verify incoming shipments, and scan barcodes to store that information into the computer system.

Maintaining records of incoming and outgoing shipments and consolidate all shipping orders.

Report any issues or discrepancies to upper management.

Act as liaison between customer and carrier (i.e. UPS, FedEx, DHL) to resolve any issues that may occur.

PENN JERSEY ADVANCE CENTRAL SERVICES Aug. 2017 – May. 2018

Sr. Customer Service Representative

Receive and process information submitted online, print and in recorded formats.

Work directly with customers to gather essential information, and to resolve routine questions and issues.

Produce weekly and monthly status reports on customers open issues and concerns for review with upper management.

Accurately input data from a variety of sources.

Answer the newsroom’s phone lines and assist with clerical duties as necessary.

Convey a positive presence in the newsroom, sharing ideas and suggestions with colleagues and customers.

Prepared ad-hoc reports and special projects at management's requests.

Maintain professional working relationships with all customers and co-workers.

BUY BUY BABY INC. Dec. 2016 – Apr. 2017

Customer Service Representative

Ensure that each Customer receives outstanding Customer Service by providing a Customer friendly environment which includes greeting and acknowledging every Customer, maintaining outstanding standards, and solid product knowledge.

Recruit, train, develop and communicate with all staff as well as assess performance on a regular basis.

Implement and maintain Customer Service standards.

Maintain all merchandising standards, display presentation, signing standards and monitor inventory levels.

Plan and assign daily goals, tasks and assignments. Assure proper completion through follow-up.

Assist in monitoring retail sales performance, through the analysis of sales reports and comparison shopping.

Assist in ideas on adjusting merchandising strategy.

Management of all office tasks, including management of funds and media, receiving, inventory and payroll.

KINGS SUPERMARKET INC. May 2015 – Aug. 2015

Customer Service Representative

Talking to customers over the phone, email or chat to resolve their questions or concerns.

Accurately document and update customer records in the computer system.

Upsell products or services to customers, if appropriate.

Remain calm and helpful even when dealing with upset customers.

Escalate customer complaints and/or calls to your manager when necessary.

Provide feedback and recommendations to your manager on ways the company can improve.

Perform other duties as assigned by your management team.

Resolve cash registrar customer disputes, and reconcile cash receipt at closing.

TRI-K INC. INDUSTRIES INC. Jan. 2015 – Mar. 2015

Accountant

Supported the general ledger accounting functions as they go thru an implementation from Macola to Great Plains.

Maintained accuracy of the chart of accounts and mapping of account roll-ups.

Spear headed all corrections to the chart of accounts as needed.

Prepared ad-hoc reports as requested by management.

MHA INC.

Accountant Feb. 2014 – Aug. 2014

Prepare and analyze general ledger accounts.

Prepare monthly recurring and adjusting journal entries.

Prepare supporting documentation for audit.

Maintain regular and detail interactions with accounting shared services departments.

Provide accurate and timely support for various financial reports.

Monitored inter-company transactions and prepared balancing entries.

Responsibilities include maintaining fixed assets and leading the implementation

of the fixed asset module.

Performed Sarbanes–Oxley testing on fixed asset module.

Compile, consolidate and report on subsidiary financial statements.

Improve departmental processes and procedures to expedite the close process.

Prepared operating and payroll bank reconciliations.

Prepared daily bank wires to and from the corporate cash account utilizing Bank America’s wire

transfer templates.

Analyzed prepaid accounts and recorded monthly amortization for MHA, MED Group, Navigator and UHF.

Prepared ad-hoc reports and special projects at management's requests.

Various Contract Positions Dec. 2012 – Oct. 2013

GENTA INC, MUSCULOSKELETAL TRANSPLANT FOUNDATION, AKZONOBEL INC.

Positions Held

Sr. Accountant

Assist month end close and preparation of financials.

Prepared quarterly and annual reports for SEC filings.

Prepared Payroll bank reconciliations.

Monitored Payroll activity posted to the General Ledger.

Prepared Payroll month end accruals.

Responsible for intercompany reconciliations for local and international divisions.

Performed Sarbanes-Oxley testing on Oracle v11i.

Prepared income statement and balance sheet analysis.

Create various downloads from mainframe systems to Excel for data manipulation.

Provide lead sheets and supporting documents for annual audit.

Prepared variance analysis for upper management.

Worked with project team to implement financial system upgrades.

Developed integrated revenue and expense analyses for presentation purposes.

Support quarterly reviews and annual audits of company accounts.

Identifies trends and developments in competitive environments and presents findings to senior management.

Prepared ad-hoc reports and special projects at management's requests.

WARNOCK AUTOMOTIVE GROUP, INC. Aug. 2011 – July. 2012

Sr. Accountant

Prepare daily cash pay-off report for six divisions.

Complete daily cash flow analysis for upper management review.

Reconcile month-end General Ledger to monthly bank activity reports.

Prepared monthly Census Report based on retail sales for the Census Bureau.

Prepared Sales/Use Tax reports for new, used, and demonstration vehicles. In addition, posted J/E to the G/L.

Maintained Fixed Assets and recorded depreciation expense for six divisions.

Prepare Intercompany Reconciliations and worked as a liaison with office managers to resolve any differences.

Responsibilities also included monthly account analysis on the following accounts: prepaid advertising, prepaid marketing, prepaid insurance, due-from employee benefit trust, deposit on contract, other assets, accrued payroll, employee volunteer deductions, employee health benefits, accrued money market contracts, ADP Payroll, legal expense, miscellaneous income and accrued year-end expenses.

Assist Month end close and preparation of financial statements for six divisions.

Worked Audit Team to ensure an effective Year-End Audit.

Various Finance/Accounting Consulting Assignments Oct. 2004 – Nov. 2010

RICOH CORP, INTERNATIONAL SPECIALTY PRODUCTS, NJ TRANSIT CORP.

Positions Held

Financial Analyst/Accountant

Assist month end close and preparation of financial statements for eight divisions.

Prepared operating bank reconciliations for six subdivisions.

Assist accounting staff in producing consolidated income statement, balance sheet and variance analysis.

Prepared monthly income statement and balance sheet analysis while monitoring the accuracy of journal entries submitted by subdivisions.

Prepared daily cash management reconciliations comparing bank to General Ledger balances.

Downloaded sub-divisions financials and reviewed line items for major variances.

Developed and implemented financial models which automated existing processes.

Responsible for recording fixed asset additions and monthly depreciation expense.

Provided monthly/yearly depreciation expense analysis for the budgeting and forecast team.

Responsible for the maintenance of General Ledger chart of accounts, which included opening/closing accounts and account roll-ups.

Held various internal training sessions on Hyperion, Excel, PowerPoint and Sub-Ledger Accounting Systems.

Worked internally with programmers to formulate financial models which aided the accounting group in reaching monthly objectives.

Prepare ad-hoc reports and special projects for upper management.

SIB MORTGAGE CORPORATION Feb. 2002 – Dec. 2003

Senior Reporting Analyst

Assisted in producing consolidated month end Board Reports.

Developed and maintained financial reports and schedules.

Ensured the accuracy of journal entries recorded in the financial system.

Controlled post closing and consolidation adjustments.

Prepared quarterly, semi-annually and year-end production, servicing and sub-prime financial statistics which

Participated in the preparation of Corporate Earnings Forecasts and year-end budget.

Acted as liaison between Corporate Reporting and the Line of Businesses in all aspects of the month end close.

Assisted with year-end audit team (i.e. Price Waterhouse) in the preparation of work papers and schedules to ensure an effective audit.

JPMORGAN CHASE March 1995 – Feb. 2002

Financial Analyst (AVP)

Assisted in producing consolidated Month in Review.

Prepared detailed Reported and Operating Profit and Loss Statements.

Ensured the accuracy of journal entries in the financial system (Hyperion) and research any discrepancies.

Maintained accuracy of chart of accounts and the mapping of accounts throughout the consolidated Income Statement.

Maintained accuracy of current year trends, prior year and two years ago history data.

Monthly inter-company analysis and inter-company balancing entries when necessary.

Responsible for loading plan trends in the financial system (Hyperion) for the Income Statement and Balance Sheet while maintaining accuracy in prior years plan trends.

Provided high-level variance analysis for assigned components of the Income Statement and Balance Sheet.

Prepared Ad Hoc reports and participate in special projects.

Assisted year-end audit team (i.e. Price Waterhouse) in preparing work papers and schedules to ensure an effective audit.

Prepared consolidated Balance Sheet and Income Statement for month end close and load results into Chase’s general ledger system.

Responsible for preparing Management Summaries that included Income Statement analysis by cost center, division, and total company for upper management.

Created trial balance, Income Statement and Balance Sheet analysis in preparation of the Mortgage Banker Association of America’s quarterly reporting.

APPLIED GRAPHICS TECHNOLOGIES April 1990 – March 1995

Accountant

Assisted in monthly closings and preparation of financial statements for fifteen divisions.

Prepared consolidating statements of operations (Actual vs. Plan/Prior Year).

Prepared consolidating Cash Flows, Balance Sheets and Variance Analysis.

Prepared Corporate and consolidating “Flash” reports for Statement of Operations.

Monthly Balance Sheet analysis, Inter-company analysis and Inter-company balancing entries.

Prepared Operating, Payroll and 401k bank reconciliation.

Maintain fixed assets, capital expenditures, fixed asset planning and a monthly reconciliation of depreciation expense to reserve.

Maintained inventory control and monthly journal entries to record inventory.

Preparation of allocation entries, prepaid analysis and reconciliation of accounts receivable.

Maintained construction in progress accounts (i.e. resale/leaseback of assets to outside vendors) and prepared month end reports for upper management.

EDUCATION

MONTCLAIR STATE UNIVERSITY

B.A. Economics/Accounting 1989

SKILLS

Excel, Word, Power Point, SAP (Systems Applications and Products), MS DOS, HP3000, MSA, FMR, Dargal Report Writer, VAX (On-line Financial System), PRF (Profitability Reporting Facilities), Oracle v11i, Hyperion Enterprise Software, ADP General Leger (On-Line Financial System) and MAS (Management Accounting System)

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