Customer Service Representative

CONNIE BROWN

919-***-**** (home)

*************@*****.***

Bright, independent, and organized Call Center/Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Demonstrated experience managing outbound and inbound calls with patience and tact. Dedicated, enthusiastic, and always seeking ways to improve. Seeking a new opportunity to continue to develop professionally in the field of customer success.

EXPERIENCE

Maintenance Coordinator (sales) /Dispatcher 08/2023 – 12/2023

Tower Heating & Air, Garner, NC

Sold “maintenance contracts” to customers who owned AC/Heating units while documenting information in the FieldEdge Office System.

Cold calling for “potential customers” in reference to selling the “maintenance contracts”.

Contacted “current customers” who had equipment in reference to “renewing” their contract, via telephone and emails.

Backup to the one & only Dispatch Coordinator (scheduled and dispatched Technicians to customers’ homes and businesses for repairs on their units).

Answered calls for “potential customers” and forward to appropriate Sales Team member.

Customer Service Representative 09/2007 - 09/2022

Ontic Engineering & Manufacturing, Creedmoor, NC

Assisted customers when they wanted a “custom built seatbelt”.

Operated with an Integrated Product Team comprised of technical, customer facing, and team members.

Interpreted customer inquiries received through phone, email, web, fax, and walk-ins

Issued quotations and processed purchase orders and work orders.

Planned, coordinated, and tracked production material requirements.

Coordinated quotations and production planning to ensure market needs were met and accurate information was communicated to customers.

Ensured the company maintained high levels of customer satisfaction through responsiveness,

lead times, on time delivery, and service.

Customer Service Representative 08/2001 - 01/2005

Value Options (now aka Beacon Health Options since 2016) – Raleigh, NC

Received calls from current and potential clients to schedule a visit with an “on-sight” clinician in reference to behavioral health, substance abuse…..life changes, etc.

Assisted in locating access to “public services”, such as housing, food, life changes and mental health services.

Maintained confidential patient, employee and company information in compliant requirements with company policies and regulatory.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs before forwarding to Medical staff.

Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service Team Lead 07/1997 - 06/2001

Perstorp Polyols – Garner, NC

• Received calls, emails, and faxes for the purchase of flooring that was entered into a database.

Keep customer in the loop of any changes that occurred after the initial order was placed.

Resolved customer service issues using company processes and policies.

• Coached new team members on service techniques and provided training to all “new hires”.

• Assisted Customer Service Manager with the escalated phone calls and any issues during their busy times.

SKILLS

Managing Multiple Tasks & a Heavy Workload

Call Documentation

Strong Ability to Work in a Team Environment

Responding to Difficult Customers

Excellent Communication Skills (Verbal & Written)

Building Customer Trust & Loyalty

Upbeat and Positive Personality

Microsoft Office (Word, Excel & Outlook)

Work Independently with Minimal Supervision

Efficient and Detail-Oriented

Strong Problem-Solving Skills

Vantage Office System

EPICOR Office System

FieldEdge Office System

EDUCATION

Administrative/Clerical) Ct. Business Institute, Stratford, CT. - graduated with a certificate.

Customer Svc. Management) Gateway Community College, New Haven, CT. - graduated with a certificate.

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