Customer Service Representative

Mabel C. Rodriguez

• Cell: 863-***-**** • **************@*****.***

Summary

Excellent communicator with 8 years in a demanding call center environment as a Customer Service Representative. Patient and empathetic with extensive background in conflict resolution and customer care.

Skills

Creative problem solver Strong client relations

Exceptional communication skills International sales support MS Windows proficient Credit card processing

Quick learner Multi-line phone talent

Work History

Customer Support Service Representative, 01/2019 to 01/2023 from 2020 to 2023 was fully remote Apotex – Weston, Florida, United States-

• Provide prompt and efficient Customer Service, both verbally and written, when processing verifying and resolving customer concerns/issues including invoicing, shipping errors and tracing of lost shipments.

• Manage all assigned cases within established lead times and proactively escalate cases at risk of delay to management.

• Work closely with Customer Service Representative - Quality complaints and Key accounts assist and backup as required.

• Accurately and efficiently enter and release telephone, fax, and electronic orders from Customers and Sales Representatives as required.

• Provide accurate, up to date product availability and pricing information to customers that aligns with corporate reports and systems

• Liaise with Credit department to ensure customer orders are released quickly and efficiently. Provide clear communication to customers and Sales Representatives in cases where orders are on hold due to credit issues.

• Process all targeted and controlled substance orders in compliance with government regulations as required.

• Assist with requests relating to order data or inquiries from: Distribution, Accounts Receivable, Sales, Marketing and Demand Planning as required. Fully investigating and validating customer claims pertaining to credits, debits and returns prior to Supervisor’s approval.

• Conduct regular audits to identify and manage all exceptions that can impede the customer experience such as price discrepancies, credit blocks, duplicate orders, etc.

• Conduct daily reviews on open Cases logged in the Domestic Customer Service Switchboard. Ensure these are followed up and closed in timely manner.

• Evaluate and accurately process domestic Orders and third party orders, which have been received, via right fax, mail or by telephone. Guarantee customer satisfaction ensuring all orders are processed in an efficient, timely and professional manner while meeting customer required delivery dates.

• Provide detailed analysis for unfulfilled orders and compose reports, for prioritization of orders/products when necessary. (Customer Backorder Reports). In addition, liaise with customers and multiple internal departments on pack size substitutions and alternates to fulfil orders where possible.

• Performs all work in support of our Corporate Values of Pride. Accountability, Integrity and Diligence; Demonstrates strong and visible support of our values.

• Performs all work in accordance with all established regulatory and compliance and safety requirements.

• Works as a member of a team to achieve all outcomes

• All other duties as assigned

Partner Service Representative, 05/2014 to 01/2019 Stemtech international – Pembroke Pines, Florida, United States Worked as PSR in a fast-paced call center environment. Handled a broad range of customer service inquiries including offering assistance to both business customers and consumers.

Explaining billing statements, resolve service problems, track missing deposits, order supplies, refund overcharges, and ensure that all account information is up to date and accurate.

Often required to multitask between diffusing calls and computer work on several different software systems.

Provide an outstanding level of customer service.

Work closely with other departments to pro-actively solve potential order problems. Review documents and records for accuracy and completeness. Handled various customer inquiries from a diverse customer base including business and retail customers.

Assist customers via telephone, email, and provided guidance to new call center agent. Call Coordinator, 10/2009 to 04/2014

1800WeAnswer – Miami, FL

Handle incoming calls from a national customer base Provide detailed information on services and products to customers Make appropriate storage recommendations based on customer requirements Accurate and complete customer information into system Time frames research and resolve service, product and billing issues Maintain updated records of all customer interactions Produce weekly call reports for management achieve and exceed key performance indicators in all areas

Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information.

Recruiter Supervisor, 08/2005 to 07/2009

Albion Staffing Solutions, Inc. – Miami, Florida, United States Stimulate business growth and maintain outstanding customer service through knowledge of workforce/workplace issues & fair practice.

Interview and assign most qualified candidates to temporary or evaluation hire positions while utilizing effective time management strategies.

Generate effective sales/recruiting strategies.

Further develop and diversify existing accounts. Continuously improving knowledge base through training and self-education. Training of internal staff members. Recruiter, 08/2004 to 07/2005

Personally Yours Staffing – Miami, FL

Responsible for sourcing, qualifying, interviewing, developing offers, negotiating and closing candidates.

Perform various human resources functions including, career counseling, new employee orientation/training.

Oversee skills evaluations in order to ensure a perfect match with the specific job requirements. Able to create and post ads (careerbuilder.com, monster.com, hot jobs.com and various newspapers).

Counsel candidates on interview techniques, resume preparation and other matters relating to job search.

Develop candidate network database of current and future candidates. Supervise payroll processing.

Establish personal and professional relationships with client companies through office managers and human resource departments in order to assist with their staffing needs and facilitate the full life cycle of placements.

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