Service Representative Customer

Jennifer Cole

**** ******** **. #**, *********, KY 40517

859-***-**** **************@*****.***

Summary of Qualifications

I have extensive customer service experience as well as clerical/office skills. I am highly motivated, organized, detail oriented, able to adapt quickly while being willing and able to quickly learn new methods and procedures. I have excellent oral and written communication skills; able to work within a team setting or independently while being able to relate with people from a broad range of backgrounds.

Experience

Link-Belt Customer Service Representative

2019-2020

As a Customer Service Representative, I would handle multiple distributor accounts, around 20, both domestic and international. We corresponded most via email, but I also answered incoming calls. This role was very detail orientated and required a lot of research and processing of claims, make sure if there was a crane down we done everything we could to get it back up and running.

I handled all of the claims for my distributors, if our shipping department sent out the wrong part, I would have to do the research, make sure stock was counted, and make sure the correct part was shipped out. I worked closely with our shipping department, warranty department, technical department and service department. All these were vital to make sure whatever problem my distributor was having I was there go to person to help, or point in the right direction.

I would handle issuing RMA’s (return material authorization) so if there was a part that needed to come back, our receiving department knew to receive it in and I would get a copy so credit could be issued.

I also had to work really close with our buyers and negotiators. They received a daily log of parts needed and dealt with the suppliers. We would have to communicate to let our distributors know if a part was on backorder and what the eta would be. This was daily communications and request so they could plan accordingly. We only dealt with distributors, they would work with the end users.

I would also have to place orders for parts or add parts to an order, especially for my international accounts. Shipping would pack the parts, give the dimension and weight and I would have to have the end user certificate verified, make sure all information was on the purchase order and make sure everything was entered correctly. I would have to create labels through different shippers and make sure all the paperwork that was needed for shipping and my distributors was correct and sent in a timely manner. This position was very detail orientated and required a lot of communication.

Avizion Glass Customer Service Representative

2017-2018

As a Customer Service Representative, I would answer incoming calls for Insurance Customers, Cash Customers and Internet Auto Claims. I handle any walk-ins for Auto Claims whether it is for Auto, Motor Homes, or Insurance. I gather all the information that is needed and enter that into Mainstreet. I was very detail orientated with entering the information into the customer accounts. I continue to follow through until that order has been invoiced.

I handled all of the invoicing for any claims created in the Lexington location, but not limited to just this location. We had about fifteen locations across the state with multiple CSR’s and we all worked together to ensure the customers and the technicians were taken care of. This includes creating purchase orders, applying payment, ordering parts, supplies, scheduling and printing daily work orders and schedule sheets for each tech.

I also handled certain accounts, this includes receiving the initial call, determine what parts are needed, scheduling the techs, creating purchase orders, checking inventory, applying purchase orders, making payment, applying payments to their account, scheduling and invoicing.

I also handled the receiving of items and all the returns. This requires checking every part to see if it is needed for a job or if it needs to be returned. I created the return, submitted it and attach it to the glass that needs to be picked up. I facilitated the pickup with our vendors to ensure there was no restocking fees for items pasted 20 days old.

I handle the daily closeout report and the bank deposit. I also handle the open order reports and the accounts receivable. I take payment and apply it to that account.

Allconnect Home Service Consultant

2011-2016

As a Home Services Consultants, I sold Cable and Satellite TV, Internet, Phone, Home Security, and more from top providers like AT&T, ADT, Charter, Comcast, DirecTV, Dish Network, Time Warner and Verizon, among many more providers. This position receives inbound sales calls from customers that are transferred by utility companies across the country. As a Home Services Consultant, I gathered information from the customer and recommend various products/services to meet the customer’s home service’s needs.

I also helped customers who are moving select who supplies the electricity to the utility company. Some states are deregulated, which the State Utility Commission has made a program to make customers aware that they have an option. We help the customer choose which supplier they would like to help save money on their electricity bill.

Things Remembered Customer Service/Sales/Engraver

2009-2011

As a Sales Associate I was primarily responsible for customer satisfaction, generating sales, engraving, housekeeping, merchandising, POS operations, and loss prevention in adherence with all company/store standards.

Essential functions of this job were demonstrating success in selling and engraving; performance of all register transactions; and equipment maintenance; participate in store activities of stocking, processing incoming and outgoing merchandise shipments.

NGAS/ Daugherty Petroleum Administrative Assistant

2006-2009

As an administrative assistant, I provided office support activities for multiple supervisors. My duties included fielding telephone calls, receiving and directing visitors, word processing, creating spreadsheets and presentations, and filing. Extensive software skills, Internet research abilities and strong communication skills.

I also worked with multiple companies to coordinate company events, made sure that all the key operations were managed in a timely manner, communicated with vendors to ensure everything was properly planned and executed.

Lexmark International Inc. Call Management / Service Delivery Specialist

2000-2004

Worked in a call center/office setting using customer service, data entry, oral and written communication skills to monitor printer service requests for specific fortune 500 companies (i.e. Sears, USPS, Nissan, Bank One, JP Morgan, Chase Bank, Office Depot.)

Focused on customer satisfaction to provide a dedicated, one-on-one relationship to the customer, to provide outstanding customer service and to ensure Lexmark went above and beyond to satisfy the customer.

Provided daily support to upper management and account specialist to ensure customer satisfaction on any escalation that could not be resolved. I followed through to make sure the customer’s needs were met and that our account specialist had the support they needed to get problems resolved in a timely manner.

Skills

Extensive experience with word processing, spreadsheets, and databases to organize data for storage and retrieval; Computer literate; Knowledge of current and previous versions of Windows; Microsoft Office tools including Outlook, Excel, Word, and PowerPoint; database usage/functions; Typing: 84 words per minute; J.D. Edwards/AS 400; Unimaint/KEA! 420 Attachmate; Siebel/Atlas (SAP-like systems); Scopus/Unity; Peoplesoft; Aspect/Unity phone system; Infor; Mainstreet Shortel phone system. Knowledgeable Internet usage and navigational skills; familiar with medical terminology; Adobe Acrobat.

Education

2000-2003 Bluegrass Community and Technical College System

Lexington, Kentucky

Major: Undeclared (working towards a bachelor’s degree in nursing);

Courses: basic Undergraduate Studies required courses/electives including anatomy, psychology.

Work References

Carmen Dessenko

Link-Belt Supervisor

859-***-**** cell

Melissa Hawthorne

Department of Veteran’s Affairs/Program Assistant

859-***-**** cell

859-***-**** work

Personal References

Chris Hoagland

Blevins /Manager

859-***-**** cell

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