Customer Service Call Center
Resume:
KAREN DAVIS
Ph: 224-***-****
email:*.***********@*****.***
Zion, IL 60099
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Outgoing and Customer focused Order Management Representative with over 20 years of customer service experience in multi industry environments. Other skills include: Supply Chain Logistics ● Provide Assistance to Sales Reps ● Order Management Systems ● Invoice Generation Product Knowledge ● Quality Assurance ● Marketing ● Problem Resolution ● Team Participation ● Administrative Assistance ● Call Center ● Collections ● Chat Function ● EDI ●HelpScout ● SalesForce PROFESSIONAL EXPERIENCE
Brook Furniture Rental, Lake Forest, IL July 2020-August 2023 Brook offers home and office Rental furnishings with most deliveries taking place within 2 business days on average. Fast, easy and sustainable by keeping furniture out of landfills, we pride ourselves on our worry-free rentals offering free exchanges within the first 7 days of your rental.
• Work with customer’s if their delivery or pick up is late, contact driver to see when they will arrive
• Assist customers with billing questions after delivery of furniture
• Waive fees, such as late fees, delivery fees if fees should not have been added to customer’s account
• Send Remits and outstanding invoices to customers asking when we can expect payment by utilizing a Collections spreadsheet generated weekly.
• Process credit, check, and Wire transfer refund requests upon move out when applicable
• Utilize the team’s group mailbox and triage emails to the appropriate person.
• Work with sales, assist in their requests
• Work with the Concierge team to process the Customer’s Initial Payment needed prior to delivery
• Take payments from customers over the phone either by debit / credit card or ACH payment
• Set customers up on autopay if requested
• Schedule pick-up’s for customers at end of lease term
• Help customers navigate our website,set up account online, show them how to make payment’s online, add their lease number,etc.
• Send damage invoices along with pictures to customers if damages are found upon pick-up from the DC BMO Harris Bank, Buffalo Grove, IL ● 2018 – September 2019 Large banking call center
Customer Service Representative, Personal Banker
● Respond to Customer’s requests in a timely manner regarding their accounts within a busy call center environment
● Provide Account balances, transfer funds, assist customers with online banking issues
● Follow banking rules, procedures, and protocols to stay in compliance
● Help customers understand transactions, fees, and provide the best banking experience based on their personal banking needs.
● Upsell when appropriate, offer Money Markets, CD’S, offer different checking accounts based on their needs, activate ATM cards and reset pin numbers as needed
● Provide excellent customer service with every call using BMO’S effortless one call resolution method. Karen Davis – Resume
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Woodland Foods, Waukegan, IL ● 2015 – 2018
Premier importer and supplier of specialty foods and dried ingredients, as well as basic kitchen staples. Customer Service Representative
● Processed orders, credits and rebates received via email, EDI and fax from various food distributors. This included sending sample orders and arranged product returns, as requested.
● Responded to emails providing customers with order status and tracking information.
● Worked with customers when product is out of stock. Offered product items in different sizes or something comparable, if available.
● Handled same-day and rush orders quickly, worked with shipping and production teams, when necessary, to ensure products were available and could ship within the customer’s expected delivery time.
● Used backlog tools to track and follow up on orders that had not shipped at the time expected.
● Provided pricing, product spec sheets and any other nutritional documents, as requested by customers.
● Set up new ship-to accounts and routing details for drop ship customers.
● Understood the unique needs of each customer’s account, shipping methods, pricing standards, private label vs. company brand.
● Worked closely with Sales Representatives to deliver the best customer experience. Cardinal Health, Waukegan, IL ● 2014 – 2015
Global distributor of pharmaceuticals and medical products. Sr. Representative, Order Management
● Expedited orders by acting as a liaison in product sourcing, problem solving, research and dispute resolution.
● Provided appropriate customer support on complex customer issues including special requests, missing or damaged products.
● Managed problems and issues by coordinating with internal and external teams, documenting service issues then training others on the resolution techniques to ensure a positive customer experience.
● Demonstrated specialized knowledge of how products and service features are used in the customer’s business. Recommend alternatives when needed.
Randstad Professional, Lincolnshire, IL and Bridge Personnel, Waukegan, IL ● 2010 – 2014 Professional staffing companies.
Quality Assurance Specialist – AkzoNobel, Waukegan, IL ● 2013 – 2014
● Prepared shipping documents, including material safety data sheets, regulatory details and testing reports.
● Maintained tracking spreadsheets for orders that are ready for shipment.
● Used SAP to maintain and research manufacturing details, batch release and other product data needed to create testing reports.
● Created testing reports as needed to verify product specifications.
● Coordinated with other departments to ensure each has the most current documents for the products ready for shipping.
Benefits Coordinator – CVS/Caremark ● 2010 – 2011
● Processed incoming faxes quickly in order to ensure patients received prescriptions in a timely fashion.
● Interacted with pharmacies, doctor’s offices, and in some instances the patients to confirm accuracy of prescriptions.
● Made sure the orders were sent to the right team/pharmacy based on the medication in a timely manner. One Step Ahead, Lake Bluff, IL ● 2005 – 2009
A children’s catalog and e-commerce company, offering clothing, toys, safety items, and other parenting essentials for babies and toddlers.
Product Development Assistant/ Customer Service
● Maintained various master Excel spreadsheets for the marketing group.
● Conducted internet research on similar sites to stay competitive in the market place.
● Worked directly with vendors to gather information regarding new products.
● Proofread catalog layout before catalogs were sent to print. Karen Davis – Resume
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