Customer Service Care

NANCY L. FEDELE

*** ******* ***., *********, **. M9B 3L2 416-***-****(H) 647-***-**** (C)

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

SUMMARY

An experienced Customer Service Representative with over 20 years experience in the service industry. Key strengths include and are not limited to creating and maintaining great rapport with internal and external customers. Enthusiastic and social individual driven to provide excellent customer service within the service industry.

Professional Experience

Creative Food Ingredients/PRO Ingredients February 2011- May 2019

Customer Service Representative

Building relationships with customers and providing excellent customer service as well as understanding their purchasing needs

Liaison with suppliers in the US within Canada and within the company to ensure that all responsible were aware of situations that arose

Responsible to receive orders and enter them in the system and that proper paperwork was included in customer orders (QA)

Enter customer sample requests for expedited delivery for customer to review and order

Update customer information and invoice orders

Liaise with Quality Control to ensure products adhere to company standards

Worked closely with Brokers to ensure all requests were completed on a timely basis

Generated all team Sales reports for Management review

Performed administration tasks such as, data entry, filing, records management, faxing reports and photocopying answering customer calls and redirecting calls accordingly

Prepared and drafted all outgoing correspondence in a timely manner;

Assisted with the implementation of the new order system (NAV) documented instructions

Directed customer inquiries in a timely matter and follow-up with parties involved

Team representative for the Health and Safety Committee

LoyaltyOne

Administrative Facilities Coordinator/Facilities/ March 1997 - October 2010

Contact Quality Assurance/ Travel Sales Representative

Team Development Team Leader/ Call Center Representative

Coordinating Out of Office schedules for Customer Care Leaders and obtained coverage for them while they are on vacation

Updated “Facilities Log” and ensured that was posted for all to see

Developed and documented the security process and main contact for any security questions

Responsible for keeping Management aware of the events coming up within the company and their possible impact on the call center

Managing petty cash and ensured transactions were documented

Collaborated with other coordinators in writing new policies and procedures manual for employees

Provided leadership, guidance and problem solving as well coaching for Customer Service Representatives and creating new processes

Managed all outgoing and incoming office mail and distributed accordingly

Responsible for ordering supplies for the call center re: paper, toners and any office supplies

Responsible for the maintenance of the building and all it entailed – jammed printers, fridge out of order, leaks in the roof etc.- and contacting the correct parties to get things rectified

Assisted with the office transition to another location and liaise with the Facilities Group

Organized the schedule of meetings, conferences, social events and distribute minutes to team members

Team Representative for Health and Safety Committee for the office

Liaison with vendors such as ADT, ARMARK, BENTALL

Communicate with Corporate head office with turnaround time for completed documents

Main contact for the IT for new employee setup

Worked closely with Human Resources creating badges and entering information into the database

Provided support as a backup for our Customer Care Coordinators in case of absences

Responsible for adhering to meeting and exceeding personal targets

Assisted in developing Coaching Tips sheet for the other Leads in the group to assist them when double jacking with Specialists

Part of the CCEC ( Customer Care Employee Committee) at the 5055 Satellite office

Answering incoming calls from Collectors and directing them to appropriate company contacts

Meeting AHT, AFT and Insurance penetration target

Responsible for yearend appraisals for 14 Travel Sales Agents

Responsible for receiving of inventory

Technical Skills

MS Microsoft

PowerPoint

Excel

Word

Lyreco order process

Concur Solutions

Some Quickbooks

ACCPAC

NAV

REFERENCES

Available upon request

Contact this candidate