Customer Service Representative

Alesia Albert

(***) *** - **** • ******.********@*****.***

SKILLS

•Computer literate and proficient to use Microsoft Office Suite, Windows, Google Suite and Mac Os Systems.

•Knowledgeable of general office practices, procedures, and ability to use the office equipment (copier, fax, printer, telephones, etc.)

•Ability to effectively file and maintain records and documents

•Excellent interpersonal skills and the ability to work with little or no supervision

•Ability to plan daily events and maintain activity schedules

•Good communication skills including written correspondence, telephone messages, memos, and emails

•Ability to multitask, set appointments and arrange meetings. EDUCATION

South Cobb High School College Prep Diploma

Graduated, 2009

Licensed Real Estate Broker, Colorado

Active, Since 2021

WORK EXPERIENCE

Deckers Brands, Remote, (Temp) Customer Service Representative 04/2021 - Present

● •Maintain a positive outlook while providing quick resolutions to meet customer’s needs

● •Positive and professional with a focus on solving problems and doing whatever it takes to make a difference to every customer, every time

● •An excellent communicator that is able to explain things in a way that is clear, concise and easy to understand

● •Open to feedback and personal growth especially in building interpersonal skills that enable you to work with people at all levels and foster a positive working environment

● •Proficiency with technology and its function as a resource for solving problems

● •A proven track record of meeting KPI’s, Metrics and Goals

● •A working knowledge of Microsoft Office and other CRMs

● •The ability to work any assigned shift within Customer Care’s hours of operation

●

● Representative is a compassionate solution finder with excellent listening skills

● •The CCR I will support the customer care department by delivering an elevated customer service experience while providing problem-solving skills to resolve customers’ concerns

● •Listen carefully to each customer with courtesy and patience

● •Troubleshooting and utilizing resources to come up with personalized solutions

● •Building customer relationships - earn their loyalty and trust by being kind and helpful

● •Able to establish rapport with all kinds of people, listen attentively, and focus on the most important issues to help resolve customer concerns

● •Organized and able to perform multiple tasks and adjust quickly in short timeframes with limited supervision.

PopSockets, LLC, Boulder, CO - Production Generalist 10/2019 - 03/2020

● Follow proper procedures for removing inventory items, receiving purchase orders, and performing cycle counts as needed.

● Data Entry into PopSockets Platform for purchase orders, cycle counts, Nav & OEM orders.

● Assist as needed with timely shipping of all outgoing NAV orders using ShipStation.

● Process shipping of all orders for ShipStation.

● Efficiently print and set up jigs for PopSockets grips for retail, promo, and sample orders using Mimaki Wide Format Printers.

● Ensure daily care and maintenance of the printer and work space.

● Use the printing schedule to track orders and downtime.

● Build PopSockets grips for retail, promo, and sample orders.

● Package product using weight-based quality assurance.

● Spot check orders to verify correct fulfillment.

● Assist in all areas on production floor as volumes in those respective areas demand it.

Stages Cycling, Boulder, CO - Warranty Repair Technician 01/2018 - 08/2019

● Inspect incoming products (outdoor power meters, indoor power meters, indoor consoles, etc.)

● Troubleshoot, diagnose, and repair incoming products

● Document repairs in Microsoft Excel, Fresh Desk, and NetSuite

● Utilize equipment on the line in repair process if required

● Use of solder to aid in troubleshooting and repair of malfunctioning meters.

● Use of multimeter to measure voltage, current and resistance

● Use of Stages Solder app to test strain gauge, pcb, and solder shunts as needed

● Use hand tools such as torque wrench, power driver, pliers, chisel, tweezers, knife, hot glue gun, etc. to inspect, evaluate, and repair product

● Use Stages QC app to perform ADC & Load Test verifications

● Compose written communication to Customer Service agents through Fresh Desk

● Prepare Failure Analysis reports, charts and graphs using NetSuite and Excel

● Document tests and write procedures

● Re manufacture Warranty Inventory

● Classify returned product as A, B, or C stock

● Maintain and stock inventory

● Prepare units for recycling

● Fill and monitor Remanufacturing work orders

● Document inventory levels

● Perform other duties assigned by Repair Manager. Production Technician

● Identify product models and select appropriate tools and materials accordingly.

● Apply decals.

● Apply locating masks.

● Apply fine pitch components.

● Apply materials to crank arm using epoxies and adhesives.

● Use electric and pneumatic hand tools to assemble power meter.

● Perform detailed evaluation of electronic devices.

● Use test applications to evaluate product functionality and quality.

● Use automation equipment to apply adhesives.

● Clean and apply product and compliance labels.

● Configure fixtures to test different models.

● Clean and package product.

● Build product subassemblies or final assemblies.

● Prepare and assemble materials.

● Operate production equipment in accordance with current good manufacturing practices and standard operating procedures.

● Calibrate or adjust equipment according to product model to ensure quality production.

● Start up and shut down processing equipment.

● Adhere to all applicable regulations, policies, and procedures for health, safety, and environmental compliance.

● Consistently on task. Complete assigned tasks and proactively finds new tasks to contribute to the efficient completion of department goals. Stays busy with productive work.

● Clean production equipment or work areas.

● Use computers to perform activities such as looking up work order information, entering Serial Number information, time cards, etc.

● Other tasks and projects as assigned.

Nite Ize, Inc., Boulder, CO - Shipping Innovator

05/2017 - 01/2018

● Keep and verify records on incoming and outgoing shipments.

● Complete Bill of Lading, print packing slip, and address labels to cartons and pallets respectively.

● Prepare items for shipment using Sage, UPS Worldship, Label Matrix, and Starship.

● Ability to learn and use handheld pallet jack and hydraulic pallet jack.

● Determine method of shipment by utilizing knowledge of shipping procedures, rates and routes.

● Prepare big shipments by building and stacking on to pallet and ensuring stability.

● Shrink wrapping pallets as needed per company specifications.

● Attach shipping labels and other labels as specified on cartons; identify shipping information on goods, using packing equipment.

● Place items into containers using fillers, spacers or protective padding.

● Post shipping charges and weights, and affix proper postage.

● Inspect and unload incoming shipments, observe and document shortages, refuse bad items, and inform inventory to replace damaged items and correct shortages

● Forward items to different departments as needed.

● Examine outgoing shipments and make sure they conform with specifications.

(Battery Regulations, Nite Ize Procedures for shipping items containing Lithium, Ion, or Cell batteries.)

● Maintain inventory of shipping materials as well as supplies daily.

● Perform other duties as assigned by Shipping Lead or Manager. Peaceful Valley Resort, Estes Park, CO- Front End Manager 04/2016 - 02/2017

Waitstaff

•Ability to work in a face paced, team oriented environment.

•Greet customers with a positive attitude and warm smile.

•Ability to take orders with accuracy if serving plated meals.

•Proficient understanding of serving family style lines, or plated meals.

•Ability to preform opening and closing duties.

•Ability to place orders for needed items for waitstaff and other departments for kitchen staff.

•Maintain a positive attitude in a high volume restaurant. Housekeeping

•Organize cleaning materials and materials needed for successful completion of daily job.

•Ability to clean guests’ room whether guest is present in room or away.

•Ensure room is clean and free of debris or trash and ready for next guest check-in according to resort guidelines.

•Maintain excellent communication with housekeeping supervisors.

•Report any missing items or damages to room.

•Preform any other duties as assigned.

Joe's Crab Shack, Duluth, GA - Front End Supervisor 02/2012 - 04/2016

•Proficient use of the ALOHA POS system.

•Provide customers with a pleasant dining experience as ell as quality service and food.

•Ensure cleanliness of the dining room area and food items before serving.

•Provide final check of all food before serving to customers to maintain quality.

•Assist others in their part of food prep/serving meals.

•Stock serving station with needed items (ice, straws, eating utensils, etc.)

•Ensure all policies and guidelines are being followed as directed by the health department.

Gwinnett Daily Post, Lawrenceville, GA - Customer Service Representative of Circulation

09/2013 - 05/2014

1. Respond to requests from customers on the phone, in person or electronically. 2. Promptly handle all service problems and document activities. 3. Data entry of new starts, address changes, subscription stops and simple financial transactions in circulation system.

4. Produce label files and postage reports for the newspaper and shopper. 5. Correspond with carriers, delivery assistants, district managers and circulation managers about delivery issues.

6. Take care of any payments that come in from customers and counter sales. Enter necessary payments into cash register.

7. Take care of EZ Pay information for customers and any promotional items that need to be mailed to them.

8. Mail letters to EZ Pay customers that decline and receive any back payments. 9. Process and mail invoices as needed.

10. Assist with opening mail for department and entering any information for customers including payments.

11. Produce necessary weekly and monthly reports.

12. Able to multi-task and meet deadlines.

13. Perform and execute all work practices in a safe manner. 14. Safely drive to and from various locations.

15. Assists in special projects as needed.

16. All other duties as assigned.

United States Navy, Airmen Apprentice- Parachute Rigger (PR) 10/2009 to 07/2011 Honorable Discharge

•Perform scheduled preventive maintenance tasks, such as checking, cleaning, and repairing equipment, to detect and prevent problems.

•Used logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

•Understanding the implications of new information for both current and future problem- solving and decision-making.

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