Customer service
Resume:
CAROLYN MERCURE
** ***** **, ***********, ** ****9 Ph: 413-***-**** **************@*****.***
Skills Programs
Order processing Microsoft Suite
Trained new employees CRM
Order corrections Trimble Geo Manager
Assisted management with projects Moxie chat/email support
Return/Credit processing Zip Route
Experience
September 2019-Present Duct & Vent Cleaning of America, Inc. – Springfield, MA – Contact Center Rep
Answered incoming request for quotes, outbound calls to existing customers, maintained 99% or higher on all monitoring assessments, covered department for manager, feedback for process improvements
Aug 2019 – September 2019 Yankee Candle Co - Chicopee, MA – Seasonal Fundraising Collator
Collated letters for fundraising groups, verified ticket accuracy, trained new hires
Aug 2011 - Aug 2019 Yankee Candle Co - South Deerfield, MA – Customer Service Rep Answered phone, provided top notch customer service via phone, email and chat, maintained 98% or higher on all monitoring assessments, assisted management with projects, covered floor for management during meetings, assisted guests with online support, processed orders, corrected orders, replaced damaged items, performed process testing for improvement, provided feedback on system updates, product assembly for custom orders, fundraising validation, trained new hires
Jul 2010 - May 2011 Yankee Candle Co - South Deerfield, MA – Seasonal Customer Service Rep
Answered phone, provided top notch customer service via phone, maintained 95% or higher on monitoring assessments, assisted guests with online support, processed orders, corrected orders, replaced damaged items, product assembly for custom orders, fundraising validation, fundraising tally, trained new hires
Aug 2003 - Nov 2008 The Cruise Store - East Longmeadow, MA - Booked vacations for clients, met all accommodation needs, trained new hires, data entry
Education
Bachelor of Arts
Jun 1977 Westfield State University - Westfield, MA Degree in Special Education.
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