Customer Service Sales

GILBERT A. CASTRO

***** ******* **, ********, ** 90604 714-***-**** **********@*******.*** Summary of Qualifications

Customer service professional offering over 10 years of diversified experience. Excellent communications and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism and integrity. Proficient in MS Word, Excel, Outlook, Power Point, Sales Force, SAP software. Bilingual in Spanish. EXPERIENCE

Customer Service Representative 05/19 - Present

Troy CSL Lighting. City of Industry, CA

• Provide support to customers and sales representatives by communicating and responding promptly to customer inquiries via phone, email and fax.

• Review and process new orders, under established guidelines coordinate with departments across the company to provide pricing quotes for products and shipments.

• Perform day to day processing, verification and accuracy of orders from customers.

• Check available inventory, provide delivery information on open orders and product utilizing company’s internal sales/data base.

• Investigates problems, resolves and advises internal and external customers to provide superior quality service.

Account Support Representative 02/18 - 05/19

Teletrac Navman. Garden grove, CA

• Process all Sales/Purchase orders for all accounts via Email or incoming calls using Sales Pro. Create and provide sales order confirmations to customers.

• Provide pricing quotes base on sales contract and processes product sample requests utilizing most cost effective shipping method using either Fed Ex or UPS, DHL, USPS.

• Work closely with warehouse, shipping, accounting, QC and Sales team to ensure customer orders are processed accurately.

• Suggests product substitutions based on inventory availability, coordinates allocate product with other warehouse to fill PO’s base

on inventory, prioritizing destinations, travel times and ETA’s emphasizing customers’ needs and time lines.

• Assist customers on any applied payments, credits, deductions and collaborates with Accounting as well as Sales Rep for cause and resolution. Create weekly/monthly reports for Sales team and Warehouse management.

Customer Service Representative Team Lead 05/16 to 08/17 Solugenix Corporation / Johnson & Johnson Brea, CA

• Managing high volume government and prepaid accounts pertaining to orders, providing product info and pricing quotes.

• Input sales orders, coordinate and communicate with sales management on terms of sales, pricing quotations.

• Overseeing various sub-departments to ensure productivity quota is met.

• Provide exemplary customer service and offers solutions to inquiries made by client and employees.

• Handle resolution and follow-up for routine and complex problems and referred to the appropriate internal group when necessary.

• Quality Control to ensure client expectations are met with in timely manner. Customer Service Representative III 08/12 to 02/16 Republic Services Santa Fe Springs, CA

• Receive high volume incoming customer calls regarding residential, commercial and industrial accounts. Assist provide customer first service.

• Established customer accounts by negotiating and documenting service type, pricing, billing and other required information.

• Communicate concise and accurate information, confirm customer needs, issues, and request, Listen and identify opportunities

to cross/up sale additional products and services.

• Open commercial accounts for open market residential customers. Provide sales quotes for residential and commercial products.

• Educated customers on all levels of service provided, upgrade service, schedule exchanges, and add services.

• Provide standard information and education regarding service options, charges, billing, and municipal contracts.

Account Representative 02/10 to 08/12

Batory Foods. Commerce, CA

• Provide effective and timely resolution of a range of inquiries, placing appropriate levels of urgency for each customer account.

• Maintain and build ongoing relationship with customers and sales staff by answering incoming calls, correcting order issues, processing customer orders, and resolving customer product or service issues.

• Processes sales orders and order changes and confirms shipment/delivery dates and cancellations.

• Provide quotes and assistance to sales force and management.

• Suggest additional and /or alternative products and services to meet customer needs, provide pricing guidelines.

• Responsible for phone inquiries for service calls and part orders.

• Prepare reports and proper work for billing and Bill of Ladings. Customer Service Representative 05/05 to 11/09

Prescription Solutions Costa Mesa, CA

• Answer incoming calls, assist customers/pharmacies, Physicians with orders and reorders, benefits eligibility questions and prescription status inquiries. Escalates drug related calls to appropriate pharmacist.

• Assist pharmacies and members on all issues related to processing of pharmacy claims. Determines appropriateness of overriding pharmacy claims edits and error messages.

• Coordinated internal resolution of claims and other issues with hold orders and payment issues. Educate customers on benefits, use of plan, premiums and status of orders, claims or inquiries.

• Acted as a Customer Service lead with unresolved issues where directed to me, trained new hires and existing employees to enhance their customer service skills and knowledge of their job. Education

B.A Business Leadership Graduated 2018

University of La Verne

A.A Business Management Graduated 2002

Mt. San Antonio College

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