Customer Service Representative
Resume:
Artavia Gilliard
Customer Service Representative
Long Beach, CA 90805
***************@*****.***
Engaging customer service representative with 6+ years of experience in fast-paced call center environment. Skilled at transforming customer feedback into actionable insights, that drive revenue, increase customer loyalty, and improve processes.
Authorized to work in the US for any employer
Work Experience
Warehouse Associate Lead
Alo Yoga - Montebello, CA
July 2020 to Present
• Oversee the supply chain process in distribution centers
• Processing sales orders(EDI)
• liaise with customers and suppliers
• manage and supervise employees and their performance, and ensure that safety regulations are met.
• Inventory organization and maintenance.
• Unassisted heavy lifting up to 75 pounds.
• Inventory tracking as products moves through the warehouse.
• Label inventory for sale or use.
• Inspect inventory for defects or damages and document any instances.
• Fill and check customer orders.
• Processing returns
• Unpacking and inspecting returned merchandise.
• Receiving merchandise on RF and other computer systems.
• Processing and distributing merchandise.
• Reviewing merchandise to determine disposition
Accounting Clerk/Customer Service
Scott Harrison Plumbing and Heating - Stanton, CA
April 2018 to April 2020
• Resolved customer issues
• Maintaining records of dispatched calls, driver routes, route changes, as well as delivery and pickup times. Keeping track of transportation regulations and laws to ensure that truck drivers comply
• Dispatched Service Technicians
• Worked in the inbound call center
• Customer support
• Account payable specialist
• 3 way matching invoices
• Follow up with vendors/ clients in regards to their account status
• Warehouse associate
• Sales representative
• Verifying serial numbers/codes for parts
• Inventory specialist
• Assisted customers via live chat
• Collected and documented orders
• Responded to inquiries and issues
• Responsible for troubleshooting applications
• Inventoried spreadsheets
• Filed important documents
• Printed checks for Vendors and Clients
• Scheduling
• Creating work orders for field technicians
• Monitoring routes
• Acquired between 60-80 calls a day
• Data entry
• Bookkeeping
• Clerical work
Lead Security Officer
USO, G4S Secure Solutions - Anaheim, CA
November 2017 to July 2019
• Secure premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry
• Obtain help by sounding alarms
• Prevent losses and damage by reporting irregularities, informing violators of policy and procedures; restraining trespassers
• Control traffic by directing drivers
• Complete reports by recording observations, information, occurrences, and surveillance activities; interviewing witnesses; obtaining signatures
• Maintain environment by monitoring and setting building and equipment controls
• Maintain organization's stability and reputation by complying with legal requirements
• Ensure operation of security equipment and surveillance cameras by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques
• Contribute to security team effort by accomplishing related results as needed
• Ensure the security, safety, and well-being of all personnel, visitors, and the premises
• Provide excellent customer service
• Adhere to all company service and operating standards
• Remain in compliance with local, state, and federal regulations
• Respond to emergency situations to provide necessary assistance to employees and customers
• Protect the company's assets relative to theft, assault, fire, and other safety issues
• Follow procedures for various initiatives, including fire prevention, patrolling premises regularly, traffic control, and accident investigations
• Report suspicious activity, criminal behavior, and security breaches Customer Service Representative/Dispatcher
Air-Rite Heating and Cooling - Huntington Beach, CA April 2018 to May 2019
• Dispatch service coordinators to ensure all inbound customer service requests are responded to and handled in a timely manner
• Assist dispatchers with work order preparation and with inbound calls from service technicians when technician’s backup in phone queue
• Customer Service Administration – External/Internal
• Answered inquiries from customers regarding service requests
• Monitor and coordinate all aspects of customer service to ensure customer commitment is maintained
• Maintains accurate and updated customer information in Sam Pro (Databasics) database
• Dispatch Support
• Assist dispatchers to monitor and coordinate all aspects of service requests and customer service to ensure efficient scheduling of technicians
Dispatcher
Spectrum - El Segundo, CA
June 2017 to February 2019
Acquired between 80-100 inbound calls per day resolving technical issues via phone and email with customers and technicians
Made 30+ outbound calls per day to follow up with customers who were overdue on their payments Resolved over 100 customer complaints per week via phone meeting SLA with 100% Proficient use of MS word, excel, outlook
Troubleshooting on customers equipment to assure customer satisfaction. Inbound/outbound calls
Data entry
Routing/Scheduling technicians in a timely manner so that they're able to function properly from job to job.
PSE Mail Processing Clerk
Post Office USPS - Santa Ana, CA
September 2017 to December 2018
Process mail
Sort and distribute incoming and outgoing mail
Scanning mail using a handheld device
Lifting up to 50lbs daily
Security Officer
Allied Universal - Long Beach, CA
August 2015 to June 2017
•Protected All personnel and premises of my duty.
•Dispatching guards out to assist throughout the plant/facility
•Proficiency in monitoring CCTV cameras
•Quality control/ keeping proper documentation of all visitors who enters and exits the Facility
•Escorted clients throughout the facility to their proper destinations
•Lead security officer overseeing 5 other guards on duty.
•Lobby ambassador
Security Officer
Citadel security inc - Long Beach, CA
August 2014 to December 2016
Monitor CCTV cameras
Maintain a daily log of all day to day activities such as foot patrols and any other irregularities that occurred
Secure Facilities
Security Officer
S&L Security - Long Beach, CA
September 2012 to December 2014
• Monitor properties via security cameras and daily foot patrols.
• Inform & warn patrons of rule infractions such as smoking and loitering.
• Maintain daily logs of irregularities such as equipment or property damage, theft, presence of unauthorized
personnel, or unusual occurrences
• Coordinate with law enforcement and medical personnel to respond to emergent situations.
• Monitor 300 angled camera systems and assist with any conflicts on floor. Customer Service Representative
Maritz Research Group - Long Beach, CA
January 2010 to April 2012
• Acquired general responses from interviewers via phone surveys
• Excessive data entry into systems to coordinate responses.
• Record and decipher questions as well as responses from each candidate
• Conduct daily paper and computer based interviews with a high degree of accuracy and integrity
• Maintain confidentiality of all collected data.
Education
High school or equivalent in Business management
David Starr Jordan Senior High School - Long Beach, CA September 2005 to June 2009
Skills
• CUSTOMER SERVICE (6 years)
• RECEPTIONIST (2 years)
• RETAIL SALES (Less than 1 year)
• DISPATCH (3 years)
• Call Center
• Dispatching
• Security
• CCTV
• Management
• Microsoft Outlook
• Business Management
• Surveillance
• Zendesk
• Loss Prevention
• Help Desk
• Employee Orientation
• Cold Calling
• Troubleshooting
• Desktop Support
• Software troubleshooting
• Network support
• Computer networking
• Technical support
• Customer relationship management
• Order entry (3 years)
• Typing
• Plumbing
• HVAC
• Filing
• Warehouse experience
• Warehouse experience (2 years)
• Microsoft Excel
• Microsoft Office
• Communication Skills
• Leadership
• Microsoft Windows
• Administrative Experience
• Microsoft Word
• Customer support (5 years)
• Packaging
• Shipping & receiving
• Order picking
• Pallet jack
• Order fulfillment
• EDI
• Warehouse management system
• QuickBooks
• SAP
• Microsoft Access
• Materials handling
• Management
• ACH
• E-commerce
• Manufacturing
• Product management
• Microsoft Windows Server
• Purchasing
• ERP systems
• SAP ERP
• Accounting
• Databases
• Google Suite
• Salesforce
• Oracle
• Operating Systems
• Project Management
• AS400
Certifications and Licenses
Security Guard
First Aid Certification
Assessments
Customer service — Expert
September 2021
Identifying and resolving common customer issues
Full results: Expert
Security guard skills — Expert
August 2021
Assessing risks, enforcing security standards, and handling complaints Full results: Expert
Work style: Reliability — Highly Proficient
August 2021
Tendency to be reliable, dependable, and act with integrity at work Full results: Highly Proficient
Administrative assistant/receptionist — Highly Proficient September 2021
Using basic scheduling and organizational skills in an office setting Full results: Highly Proficient
Customer focus & orientation — Highly Proficient
September 2021
Responding to customer situations with sensitivity Full results: Highly Proficient
Call center customer service — Highly Proficient
September 2021
Applying customer service skills in a call center setting. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
Dispatch, Customer Service
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