Call Center Customer Service

FRANCES V. DOOLEY

*** **** ******

BOGOTA, NJ ***03

TELEPHONE (201) 695- 9057 (H); (201) 201310- 0719 (C) EMAIL: **************@*****.***

CAREER OBJECTIVE: To utilize my professional experience in a customer service setting where my ability to communicate, lead, and work with all clients will lead to the growth of the business. PROFESSIONAL EXPERIENCE

January 2023-Present UBS Financial Services

Client Services and Tech Support Specialist Weehawken, NJ

Working fully remote

Performing client services technical support

Assisting clients with banking credit cards

Completed MAGIC training

Completed online service training to assist clients with password resets, all document retrieval, online bill pay, and money transfers

Performing troubleshooting technical issues on the Internet and phone issues with company application and online services platform

Completed a six-week training course for banking and credit cards

Completed over 30 modules throughout the year for additional training in compliance, whistle-blowing, and many topics in the financial sector

Volunteered for NYBC, LGBTQ Elders, Cards for Kids, St. Jude, and Bookmarks for Kids May 2019-December 2022 Hanwha Techwin

Customer Service Administrator 500 Frank W. Burr Blvd., Suite 43, Teaneck NJ

Managed 7 or more accounts on a daily basis

SAP Excel

Worked in call center with over 50 calls per day

Inputted up to 90 orders manually

EDI over 120 orders per day

Attended to a minimum of 200 emails per day

Prepared Excel reports, sales tracking reports

Entered wave licenses

Trained and assisted new hires

Determined ETA’s on orders and parts

Tracked shipments

Credited customer accounts

Searched for missing shipments, FOC, and special price orders

Corrected accounting issues for customer service department

Contacted customers about EOL items and suggest replacements

Assisted management to improve customer service in time management and work efficiency

Backed up employee’s accounts when they are out of office for vacation or disability

Performed wholesale order entry discounted rates

Created ship to addresses and add them to MDG ERP April 2018-April 2019 Jescraft

Customer Service Administrator 201 West Fort Lee Rd., Bogota, NJ

Prepared credit memos

Answered all incoming calls

Order entry -- BOL average 12-16 per day

Managed internet transportation site

Worked with Quickbooks

Responsible for product pick-ups, creating labels, and scheduling volume orders FRANCES V. DOOLEY

117 MUNN AVENUE

BOGOTA, NJ 07603

TELEPHONE (201) 695- 9057 (H); (201) 201310- 0719 (C) EMAIL: **************@*****.***

EDUCATION

September 1989-June 1993 Bogota High School

Diploma Bogota, NJ

INTERPERSONAL AND TECHNICAL SKILLS

Superior writing skills

Ability to support multiple simultaneous projects in a matrix organizational structure

Leading others to exceed objectives, goals, and requirements

Coordinating activities for procedures to increase operating efficiency and productivity

Designing action plans to significantly reduce error rate, operating expenses, escalations and rework

Executing key drivers to eliminate internal and external client dissatisfaction

Negotiating to create win-win situations for all parties involved including unionized organizations

Mac and PC proficient

MS Windows and Office

Proprietary systems

Switchboard operator

RECOGNITIONS

Received Perfect Attendance recognition – UBS Financial Services

Earned a perfect score on quality, customer service excellence 25 times – UBS Financial Services

Earned the 100% Green Award – UBS Financial Services

Earned eight Kudos Awards – UBS Financial Services

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