Customer Service Representative

**** ****** ** ****** ** *****

CELL PHONE: 603-***-**** EMAIL: ***************@*****.***

RACHEL MESSIER

RELEVANT WORK EXPERIENCE

March 2018– Present Markem-Imaje Keene, NH

Repair & Resolution Specialist

(remote March 2020 - present)

● Coordinated with multi-faceted teams including technical, sales, managerial and procurement resources to fulfill customer needs and offer long term solutions

● Work with the technical support team to validate warranty orders for customers

● Create work orders to have companies either send in their equipment to be repaired or exchanged for a new/refurbished unit, while going through the repair process following up with our internal teams and customers to get the machine completed in a timely manner and at the best cost possible.

● Experience with large scale CPG customers such as Coca-Cola, Fresh Express, Mars and Pepsi to ensure their ability to produce their products.

● Currently holding a 99.8% accuracy rate.

● Promptly respond to customer and sales account manager inquiries via email or phone

● Work with Canada and create commercial invoices as well as UPS calltags to allow International shipments

● Answer multiple phone calls and deliver an accurate, timely resolution

● Work with SAP, Sharepoint, Windows 10, Shoretel, Mitel, Nitro, JIRA and Office Suite May 2017 – March 2018 Markem-Imaje Keene, NH

Customer Service Representative

● Worked with sales representatives when a lead was discovered (a customer that was not buying our consumable products)

● Place and review orders for companies and make sure all information is valid and accurate before releasing them to process and ship

● Promptly respond to customer and sales representative’s inquiries via email or phone

● Answer multiple phone calls and deliver an accurate, timely resolution

● Worked with Canada and creating commercial invoices and UPS calltags

● Worked with Microsoft Office, SAP, Excel, Shoretel and occasionally Nitro PDF August 2016 –May 2017 Connection, Inc Keene, NH

Loss Prevention Analyst

● Sort through orders generated via our B2B site to prevent fraudulent purchases.

● Review orders placed by our account managers for companies to make sure all information is valid and accurate before releasing them to process and ship

● Promptly respond to customer and account manager inquiries via email or phone

● Answer phone calls and deliver an accurate, timely resolution July 2014 – August 2016 PC Connection, Inc. Keene, NH Dedicated Presidential Sales Support

● Assisted Account Manager in obtaining 100%+ GP goal during tenure

● Directly engaged with customers throughout the sales cycle /Create quotes and follow-up to win business

● Initiated and monitored call tracker cases through their resolution

● Engaged directly with vendor resources to secure best pricing and quickest possible fulfillment

● Extensive work through AS400, CRM and Microsoft Office applications August 2010 – July 2014 PC Connection Services Keene, NH Customer Service Representative

● Supported Account Managers and clients from three different organizations (SMB, Federal and Educational, and Large Corporate) through varied business processes

● Annually led department in number of cases completed while also maintaining the highest customer satisfaction rating

● Utilized AS400, Microsoft Office, and case management software applications September 2008 – August 2010 PC Connection Sales Corp Keene, NH Account Manager

● 2010 Achievers Club recipient for being over 100% Gross Profit goal

● Coordinated multi-faceted teams including technical, sales, managerial and procurement resources to fulfill customer needs and offer long term solutions

● Attained relevant sales certifications i.e. Cisco /VMware/Healthcare, etc. March 2007 – September 2008 PC Connection Sales Corp Keene, NH Inbound Consumer Sales

● Field calls for account managers & answered basic questions

● Placed orders for product and catalogs when consumers called in or emailed

● Answered consumer questions on product availability and ship date

● Tracked shipments and did research to find the best product for the customers need September 2005 – March 2007 PC Connection Sales Corp Keene, NH Activation Representative

● Made a minimum of 160 calls a day to prospect into new buying companies for the account managers

May 2002 – March 2005 National Grange Mutual Keene, NH Data Entry Operator

● Processed cancellations, renewals and endorsements for commercial insurance lines in the Southern states.

1997 – 2001 The Edge Company Chesterfield/ Keene, NH Call Center/Customer Service Lead Representative

● Responsible for training new hires on all relevant business systems

● Answered a multi-line phone system from Inbound calls Globally

● Processed orders /sent catalogs /Issued returns and sent replacements EDUCATION

Keene High School 1994 – 1998

o National Language Honor Society

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