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Customer Service Sales Representative

Northbrook, IL
May 20, 2020

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Liana A. Karfis-Romero

**** ****** **** ** • Northbrook, IL 60062 • Cell 847-***-****

Dedicated to Excellence and Motivated toward Your Success

Accomplished and solutions-driven professional with more than 10 years’ experience in customer service. English/Spanish-language proficient to address product- and service-related issues from a diverse and multicultural client base. I have a passion in the international business, earned my certificate in Export/Import. Demonstrated cross-functional expertise in executive support; management; staff training and development; financial operations; and client relations.


LA-CO, Elk Grove Village, IL 2017- 2/2020

Customer Service Supervisor

Improving customer experience through the following tactics (domestic and international): mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues

Oversees daily activities and supervise a team of 7 Customer Service Representatives who provides technical support to LA-CO’s customers, Domestic and International

Coordinates the administration of product orders, understood customer needs and guaranteed delivery of company's commitment

Solves all major customer problems/queries that subordinates were not able to solve earlier

Train and supervise customer service professionals to ensure optimum satisfaction of clients

Core Team Member for technical support issues, reviews and determine solid decision

Support all US sales representative and International

Invoice, create credit memos, returns and debit adjustments when necessary

Develop and report on KPI’s for order fulfillment and credits issued and department accuracy

Team member of Cross-functional Continuous Improvement team (Kaizen)

Team member of weekly Corrective Action committee meeting to review and address customer issues with Operations, Marketing, Lab, QC, and Warehouse personnel

LUMINEX, Northbrook, IL 2014- 2017

Customer Service Supervisor

Managed order process department, customer service for all International and Domestic sales transactions and activities which included sales support, order management, export documentation, logistics, and invoicing

Provided excellent customer service and order management for customers (International and Domestic)

Handle order entry, expedite requests, email/phone correspondence and other general customer service tasks with both internal and external customers

Teamed with shipping department and warehouse and ensured perfect execution of shipment based on country requirements, customer`s specification and incoterms

Managed Inventory to make sure of product availability

Trained and coached employees to understand the manufacturing process as well as software being used

Coordinated processing of shipments; monitored and managed freight forwarders

Created, processed and maintained export documentation which included commercial invoice, packing list, NAFTA, and SLI

Handled contract management in Sales Force, made sure contract agreements were uploaded and executed accordingly

Supported all US sales representative and International

Worked closely with Vice president, and Director of operations for special projects

Handled all Invoicing, credit memos and RMA’s

INTERNATIONAL HOBBY CRAFT CO., Northbrook, IL 2012- 2013

Assistant Export Manager / International Customer Service

Coordinated international shipments of goods shippers, agents and vendors

Handled order fulfillment from beginning to finish

Ensured that shipments followed the laws and regulations governing the export industry

Provided excellent customer service with strong communication with customers, distributors, and operations for all inquiries/orders via telephone, email or fax

Received and processed details of international customer purchase orders from beginning to end

Oversaw international orders & shipment schedules with warehouse, shipping team, and freight forwarders

Handled quotes, pricing and sales orders

Provided Relief support for Export Manager in administrative duties

Managed/enhanced key customer relationships Assisting to Export Manager in all export and abroad sales obligations

Supported Sales Department, Account Managers in ongoing sales and export affairs

Followed up the export procedures (NAFTA – KORUS - AUSFTA)

Well versed and knowledgeable in export compliance

AMGLO KEMLITE LABS, INC., Bensenville, IL 2011- 2012

Customer Service Manager

Managed day-to-day order fulfillment with all Domestic/International Customer Accounts and ensured timely shipments, maximized customer service levels and met all documentation and regulatory requirements, in collaboration with other functional groups such as transportation, distribution, import/export

Maintained exemplary customer service relationships/communication to international and domestic via telephone, e-mail, fax and maintained great follow up

Reviewed and entered all orders/Credits and Invoicing

Provided Quotes and Proforma’s

Sent samples to potential clients and followed up to ensure business sales

Maintained Key accounts, updated regularly on new product lines and cost/Account management

Oversaw processing of RMA’s and follow up

Coordinated export shipments with freight forwarders, production planning, international warehouses and transportation operations

Channel with production manager, shipping department, distributors and freight carriers

Ensured all international documentation is prepared and filed as required by for order processing and shipment of goods to various countries


Customer Service Manager

Blended integrity, conflict-resolution skills and international business acumen and ensured first-rate business reliability and customer satisfaction

Optimized service delivery through strong sales techniques, critical-thinking skills and an unwavering drive to excel

Collaborated with employees to maximize sales goals and reached or exceeded established quotas

Supervised employees’ workload

Managed international accounts and prepared shipping documentation

Maintained strong client relations with variety of cultures

Promoted incentives, resulted in high employee morale and performance

Performed collections reviews and adjustment activities

Provided Quotes and followed up

Arranged and prepared contracts/proformas

Participated in trade shows and acquired leads for future business


Branch Manager

Twelve years of experience growing a top-performing financial institution, led employees effectively and ensured consistent business practices that met and exceeded corporate goals

Demonstrated expert knowledge of complex financial operations, included underwriting procedures and managed personal and confidential information

Utilized solid interpersonal and communication skills that forged, nurtured and maintained strong customer relations, and diffused escalated situations

Built strong business and employee relationships through effective leadership

Became subject-matter specialist in the field of business finance and HR functions

Evaluated loan applications, risk analysis, and credit decisions

Performed collections/adjustment activities

Ensured adherence to company policies and procedures, resulted in smooth operating functions

Maintained high standards of productivity by applied cross-functional expertise

Worked with team member productivity and conducted monthly reviews

Interviewed, hired and trained new team members



Associates Concentration in Business



Certification in Exporting, “A Mark of Achievement and Distinction”


Computer Skills: Word, Excel, Lotus Notes, Outlook

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