Customer Service Data Entry
Resume:
.
.
STEPHANIE
ELLIS
***********@*******.***
New York, United States 10031
SUMMARY Self-motivated customer service team member passionate about utilizing skills to maximize customer retention. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Expert in correcting issues with little oversight and bringing more than 5 years' experience in Customer Service.
SKILLS • MS Office Suite/ Microsoft Teams
• First/ Second Tier Technical Support
• Slack
• Jira
• Stripe
• Confluence
• SharePoint
• Zendesk
• Zoho Sales IQ
• Help Shift
• Flow dock
• DMS
• Oracle
• AS400
• Outlook
• Typing 55 wpm
• Multitasking and Prioritization
• Efficient and Detail-Oriented
• CRM Software
• Creative Problem Solving
• Data Entry
• Upselling Products and Services
• POS Systems and Ordering Platforms
• Customer Service
• Live Chat Messaging
• Patient and Empathetic
• Establishing and Maintaining Customer
Relationships
• Administrative and Office Support
EXPERIENCE SENIOR CUSTOMER ADVOCATE 10/2021 to 02/2022 Viacom, MTV - New York, NY
• Engaged with customers and worked to resolve product and service issues.
• Consulted with customers to discuss concerns and offer detailed information.
• Maintained thorough and detailed documentation of customer interactions and outcomes.
• Used different knowledge banks to research customer problems and develop accurate responses.
• Worked with colleagues to fulfill special customer requests such as cancellation and refunds.
• Conducted surveys to measure customer satisfaction and identify top issues.
• Maintained records of general customer service/ technical issues as well as customer complaints and results using Helpshift, Jira, Confluence, Slack and CSAT.
• Responded to more than 100 daily requests, technical support, and product information.
• Represented perspective and interests of client's customers in weekly team meetings.
• Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
• Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
• Educated customers about products, pricing and policies to address and resolve issues.
.
.
CUSTOMER SERVICE REPRESENTATIVE 10/2019 to 07/2020 Reading Eggs - New York, NY
• Educated customers on special pricing opportunities and company offerings.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Explained benefits, features and recommendations to maximize client retention.
• Upsold products and services to address customer needs and maximize sales.
• Answered inbound calls, chats and emails to facilitate customer service.
• Set up and activated customer accounts.
• Relayed customer feedback to cross-functional teams to improve products and services.
• Trained new employees on procedures and policies to maximize team performance. CUSTOMER SERVICE AGENT 07/2018 to 05/2019
XPO Logistics - New York, NY
• Relayed information between drivers and recipients regarding ETA and potential delays.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Assisted 500+ callers per week in fast-paced environment.
• Processed customer account changes with proprietary software.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Met and communicated with vendors to monitor product shipments, prices and backorders.
CUSTOMER SERVICE REPRESENTATIVE 12/2017 to 05/2018 Select Express Logistics - New York, NY
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Answered inbound calls, chats and emails to facilitate customer service.
• Relayed customer feedback to cross-functional teams to improve products and services.
• Relayed information between drivers and recipients regarding ETA and potential delays.
.
.
CALL CENTER AGENT 05/2017 to 11/2017
Good Temps/MTA - New York, NY
• Provided customers contacting call center with exceptional service and support.
• Provided travel information for transit customers
• Processed reduced fare metro card replacement claims and refund credits
• Provided Helpoint information and emergency assistance CERTIFIED NURSING ASSISTANT 12/2016 to 05/2017
Winston Staffing Services - New York, NY
• Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
• Used mobility devices to transport patients.
• Documented activities and recorded information in EMR system
• Engaged with patient family and friends to provide courteous visit experience.
• Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors, and case managers.
• Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
• Followed safe lifting techniques and individual resident lifting instructions.
• Assessed vitals and noted medical information to report changes to nursing staff and physicians.
SALES ASSOCIATE 12/2013 to 01/2016
Macy's Department Store - Massapequa, NY
• Helped customers find specific products, answered questions and offered product advice.
• Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
• Built and maintained relationships with peers and upper management to drive team success.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Answered incoming telephone calls to provide store, products, and services information.
• Continuously met sales goals via strategic prospecting.
• Processed ACH, debit and credit card transactions for clients.
.
.
INSURANCE VERIFICATION SPECIALIST 01/2014 to 08/2014 POM Recoveries Inc - New York, NY
• Customer Service: Contacting patient, attorney or insurance company to verify W/C or N/F coverage, date of injury, or to obtain payment status of claim submitted
• Research, and verify patient demographic information using skip trace method
• Setting up no fault and workers compensation insurance using AS 400
• Requesting police reports, medical records, assignment of benefits, and explanation of benefits from patient, attorney, physician or insurance company
• Review all incoming correspondence and respond as required
• Sending, tracking and documenting certified mail sent to patients, workers compensation board and insurance companies
• Correcting and submitting claims with medical records for resubmission or appeals.
• Maintaining paper and/or electronic documents in claim file folders or in online scanning
NBOUND SALES REPRESENTATIVE 08/2004 to 02/2010
Positive Promotions Inc. - New York, NY
Customer Service / Accounts Receivable (2008-2010)
• Provided order status and customer service
• Handled incoming billing and invoice inquires (4oo calls per week)
• Handled outbound collection calls for large revenue distributor accounts using 30- 361-day aging reports
• Processed tele check and credit card payments by phone
• Created, faxed, mailed invoices
Marketing Database Specialist (2005-2006)
• Assisted product database manager with creating product specifications for current and upcoming catalogs
• Researched and entered product specifications (item number, description, vendor, unit cost, key code, )
• Assigned marketing key codes to internet orders for campaign tracking
• Maintained schedule for catalogue drop dates
• Proofread catalog setup, fax specials and mailings for project managers Inbound Sales/Customer Service Rep/ Team Leader (2004-2005)
• Processed inbound general sales and personalized imprint telephone orders via AS4oo system
• Handled incoming sales calls (400+weekly) and inbound sales order entry
• Prepared and batched faxed orders for data entry department
• Converted web orders for processing
• Training and coaching new employees, responding to escalated customer service calls or emails
• Expediting orders, issuing credits, reviewing daily rush and pull previous order logs EDUCATION AND
TRAINING
Borough of Manhattan Community College of The City University of New York - New York, NY
Certification
Certified Nursing Assistant, 06/2017
Morris Academy for Collaborative Studies - Bronx, NY High School Diploma
06/1994
Contact this candidate