Customer Service Representative

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Noreen R. Helm

***********@*****.*** • 415-***-**** • https://www.linkedin.com/in/noreenrhelm Client Services Specialist

Team leader focused on customer satisfaction, performance improvement, and advocacy for diversity. Ensure effective communication between departments to resolve customer concerns in a timely, accurate manner. Proven expertise in:

• Problem-solving

• Developed Training Content

• Vendor Relationship Management

• Event Coordination

• Training Delivery

• Team Performance Improvement

• Process Improvement

• Payroll

PROFESSIONAL EXPERIENCE

Ryder Systems, Inc.

JOB TITLE

Central Support Agent - Customer Service Representative I

START YEAR

2021

RESPONSIBILITIES

Establish preventative maintenance service appointments for Ryder customers various vehicles.

Follow up communicate with customers via phone and email.

Assist with high volumes of inbound calls for repairs, status, and preventative maintenances services for non-domiciled vehicles.

Organize, maintain, and distribute reports with Microsoft Excel, Words, Teams, and Salesforce applications. Collaborating with Ryder employees from various regions around the world.

Customer inquiry resolution through investigation process utilizing resources and tools. Coordinate with drivers, technicians, and leadership.

Processing customers request in a timely manner.

General Administrative work.

Social Security Administration

JOB TITLE

TeleService Representative - Trainee

START YEAR

2020

END YEAR

2020

RESPONSIBILITIES

Call Center Agent – received high volumes of unscreened inbound calls for continuous periods of time on SSA's 800 number. Establishing outbound calls for follow up and appointment reminders in a fast-paced call center environment.

Conducting interviews to determine the nature of the call.

Identifying the persons who may be eligible for various SSA programs through screening and interviewing techniques.

Effectively providing information on Social Security Administration policy and procedures.

Resolving customer's questions by identifying the issue and selecting the best option for resolution.

Determining eligibility for programs administered by SSA.

Using automation tools to access and update information on clients’ accounts.

Delivering excellent customer service with attention to details and empathy for callers.

AT&T Services – Sacramento, CA

Staff Associate, January 2016 to March 2020

Provide Administrative support for second level supervisor and six first level managers. Coordinate communication between technicians, human resources, payroll, time reporting, and resolutions. Provide support to eight leadership team members to drive operations efficiencies. Book training and travel reservations, process orders, and respond to correspondence. Key Contributions:

Process expense reports with 100% accuracy.

Complete data entry, mail distribution, and account reconciliation.

Manage vendor relationships, improving productivity by 95%. Customer Service Representative, October 2000 to January 2016 Engage customer orders and resolve customer concerns via phone and online. Created and managed orders. Communicated case details to appropriate partners and used fact finding to generate solutions. Collaborated with team members and leadership to ensure customer satisfaction.

Key Contributions:

Created job aids and diversity education displays.

Led project teams and improved team performance.

Fostered innovation among teams to improve processes and service levels. Noreen R. Helm • Page 2

Customer Service Associate, September 1998 to October 2000 Established and supported customer accounts.

Investigated of service interruptions and billing discrepancies. Interfaced with financial institutions to handle, secure, and store customers’ checks. Key Contribution:

Supported department operations as acting manager. CERTIFICATIONS

Horizons Career Training, AT&T University

Transformation Learning Series, AT&T University

AFFILIATIONS

Legal Shield, Northern California Chapter

African American Telecommunication Professionals

Asian Pacific Islanders for Professional and Community Advancement

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