Customer Service Analyst

Maria E. Kaiser

*** ***** ****** ******, **. Prospect, IL 224-***-**** *****.*.*******@*****.***

Exceptional Customer Service Professional with excellent emotional intelligence and analytical skills. I am passionate about delivering great service to internal and external customers, successfully creating brand trust, while resolving complex issues.

Knowledge and Skills

oPositive, cheerful approach to all customers

oStore/Team Management

oCredit Collections, Aging reports

oPrime Accounts Analyst

oTechnical Customer Support

oMedical Billing Courses

WORK EXPERIENCE

Block and Company MMF – Wheeling, IL

Senior Customer Service Analyst October 2012 – Present

Input customer orders into business system (MFG Pro & QAD)

Audit and correct EDI order transmissions

Manage Prime Customer accounts such as Staples, SP Richards, and Essendant, Office Max/ Office Depot

Utilize independent Customer portal to update order status and logistics

Handle customer call inquiries, resolving any onboarding new customers, including upsell opportunities

Primary contact for current customer challenge resolution

Aging accounts collections for Accounts Receivables

Billing analyst for Prime Customer account

Customer Service contact for OEM end user customer base, including complex technical support of electronic components

Jet’s Pizza – Arlington Heights, IL

General Manager August 2011 – October 2012

Commissioned and start-up of new facility before official opening, including vendor contracts and material sourcing

Performed human resource activities such as staff hires, payroll processing, and employee training and scheduling

Generated KPI reporting: net sales, weekly/monthly revenues, delivery JIT

Responsible for equipment troubleshooting and POS/SpeedLine servicing

Office duties including order processing, customer service resolution, cash deposits, book-keeping, month-end inventory, security and system administration, marketing materials and promotional campaigns

Represented Jet’s Pizza on Arlington Heights Chamber of Commerce

Northwest Electrical Supply – Mount Prospect, IL

Customer Service Manager May 2006 – February 2010

Head Cashier, managing two team mates for front of the house point of sale transactions

Managed 10 – line phone system for office

General office site duties including filing, in person customer service, complaint resolution, mailing

Bank deposit reconciliation

Galileo International – Rosemont, IL

Senior Interpreter/Analyst June 1996 – February 2005

Analyzed and translated various carrier fare rules/tariffs into coding system within Apollo

Created various macros within Excel in order to create symmetry within multiple systems

Applied debit memos to agent accounts, auditing for rule discrepancies

Authored customer communications with regard to conflict resolution and determination

Domestic route mapping between multi-hub destinations to ensure accurate, efficient travel

Maintained customer records, supported operational environment

Gant Travel Management – Rosemont, IL

Quality Control Specialist April 1992 – June 1996

PNR translation into issued tickets, quality control representative

Customer service representative, interacting with external and internal customers

Maintained ticket delivery schedules, including expedited orders in a fast-paced environment

Light office duties such as phone

EDUCATION

College of Dupage - Glen Ellyn, IL., 1986-1987, Certificate of Travel and Tourism

REFERENCES AVAILALE UPON REQUEST

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