R O S A P A K

CUSTOMER SERVICE, QUALITY CONTROL, & ADMINISTRATIVE PROFESSIONAL

*** ****** ***** #*, *** Jose, California 95117 Phone: 209-***-**** E-Mail: adiocg@r.postjobfree.com CANDIDATE OVERVIEW

Established, well grounded, hardworking, and respected administrative professional seeking a rewarding customer service career within an organization committed to its customers, its mission, and is dedicated to the proper execution of the administrative processes associated with the provision of world class customer service. My background as an administrative professional has perfectly prepared me for this role as many of the vital components of providing excellent customer service are also applicable within the quality assurance, technical support, and other customer service industry’s with both internal and external customers. In addition, the exposure garnered from my professional experiences supports my ability to succeed in this field and in becoming quickly efficient in the execution of the ever-evolving policies relating to customer care relations and customer satisfaction requirements in the business of industry, public service, quality management, technological emphasized organizations, and others not named. A customer satisfaction-oriented passion, confidence in my skill-set, and accountability, comprise some of the qualities that have defined my career thus far. SUMMARY OF QUALIFICATIONS

• 10+ years of outstanding organizational, relationship management, and interpersonal skills

• Strong administrative skills, technologically savvy, Microsoft Office Suit expert

• Prompt, reliable, self-starter, and work well under pressure

• Persuasive communicator and relationship builder

• Efficient in ensuring compliance with organizations operational procedures, and ethical standards

• Knowledge and experience in customer satisfaction and customer retention

• Motivated and possess excellent problem solving skills

• Highly experienced in customer care; motivating groups to reach organizational goals

• Ability to interact effectively as a leader or as a member of a team and work collaboratively with other departments

• Well-honed oral and written communication skills with an enhanced ability to successfully relate to, and communicate well with, others

PROFESSIONAL EXPERIENCE

Customer Support Representative

Compass Made Fremont, CA June 2017 - Current

• Act as a Liaison between Engineering, production, purchasing and quality assurance, in addressing customer requirements and issues for Electro-Mechanical/Cable products.

• Maintain constant communications with customers and sales

• Act as the focal point for all interfaces between the customer and all company organizations.

• Assist in the documentation of company work processes, procedures and functional metrics.

• Manage and track orders from customers to insure expeditious processing and compliance to company’s SOP’s and customer’s policies.

• Participate in meetings with outside sales and customers to maintain customer requirements,

• Receive customer order changes and cancellations; research and determine financial and delivery implications and drive closure.

• Monitor production ship schedule and notify customers of any potential delinquency 2-3 days prior to their due date.

• Monitor sales manufacturing on First Article production and approvals.

• Evaluate all orders and reschedules prior to their submittals for management approval.

• Respond to all customers expedites within 1-2 working days.

• Monitor all quotes in process to assure due dates are satisfied.

• Processed and managed all orders in Epicor system. Customer Service Representative

Ingenium, Milpitas, CA October 2015 – November 2016

• Served effectively as the primary interface with customers, vendors, and visitors; assist clients with waste profiles, scheduling hazardous waste & invoice etc

• Efficiently monitored, and maintain records; watch for irregularities and keep of filing systems, ensuring filing systems are maintained and up to date

• Ensured unobstructed client flow in all critical areas to include screening, procedure scheduling, front desk operations, and call centers; provide administrative leadership support in all areas

• Provided back up to extremely busy sales reps with special projects, pricing & quotes

• Worked diligently with internal operations and technical operations to relay back to clients inquiries R O S A P A K (page 2)

CUSTOMER SERVICE, QUALITY CONTROL, & ADMINISTRATIVE PROFESSIONAL 2

• Effectively prepared a variety of narrative, statistical and graphic representations of information to include but not limited to graphs, charting, reports, contracts and other operational materials

• Worked independently to compile and review data according to the standard as practiced; manage the more difficult and complicated data compilation functions

• Served audaciously as the point of contact for various vendors and suppliers

• Responsible for purchasing and the processing of purchase orders including but not limited to ordering, logging, processing and maintaining records for office operations

• Possessed a thorough knowledge of policies, regulations and procedures

• Properly assisted clients with waste profiles, scheduling hazardous waste & invoice etc. Client Services Manager

Stricycle Specialty Waste Solutions May 2014 – October 2015

• Effectively coordinated the activities of direct reports to enhance communication, eliminate redundant efforts, and look earnestly for opportunities to consolidate client services efforts

• Coordinated appropriately work with the operations team, quality assurance and business support and other pertinent departments in ensuring the meeting of operational goals

• Properly prepared client proposals, reports, specifications, technical information and consulting documentation

• Maintained up to date knowledge of regulations and product expertise and utilize that knowledge to develop new business with clients

• Managed the performance of direct reports by developing accountabilities, establishing performance objectives, providing career counseling, feedback and guidance and ensuring that all policies are understood and adhered to.

• Safely handled fragile, dangerous, and/or hazardous products

• Performed exceedingly of expectations within a high paced environment with daily occurrences of unknown and/or unplanned variables

• Communicated with internal customers effectively in a noisy environment

• Kept documented and accurate record of completed jobs and reported properly any cargo discrepancies to superiors immediately Account Representative Manager

Best Logistics Inc. March 2008 – May 2014

• Developed and fostered strong relationships with key constituents at each major account in designated region.

• Effectively monitored incoming calls, emails and chats to make sure contact center associates are in compliance with rules and regulations, using correct selling techniques and providing a superior service experience

• Ensured associates provided/facilitated warm and friendly customer conversations, answer and take ownership of customer inquiries.

• Worked with the leadership to evaluate associates on all key performance indicators, including attachment rate, not ready time, contacts per hour, and monitoring scores

• Properly educated call agents and accounts representatives on services and policies, advocates safety and plans for upcoming expansion and future projects

• Ensured the execution of key service commitments through refining and analyzing key performance indicators.

• Provided feedback to supervisors on specific areas of strength and weakness of associates and regarding training development opportunities and to external departments to highlight areas of opportunity to improve service and communication EDUCATION

High School Diploma

Stagg High School 2004

Stockton, California

Associates Degree

San Jose Community College In progress - 2021 Grad Date

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