Customer Service Control Analyst

PROFESSIONAL OBJECTIVE

A Dedicated professional with extensive experience in a fast-paced environment seeking an opportunity in a team orientated company. A high level of computer knowledge and proven competency in multitasking enables optimal performance in a challenging environment.Experience in working collaboratively with other departments to facilitate the best user experience. EXPERIENCE AND QUALIFICATIONS

Over 20 years of service and dedication in customer service with excellent communication and interpersonal skills.

Excellent leadership ability, problem solving and negotiation skills.

Supervised a team of 8 in Call Center environment

Trainer, Customer Service.

Order Control Analyst.

Proficient verbal and written communicator.

Great multi-tasker and collaborator.

Professional Experience

Siemens Healthcare Diagnostics,Duluth, GA

November 2003 – 2019

Account Manager for the US Armed Forces (2011 - 2019) Handled requests and provided guidance and complex support for products and/ or programs. Performed investigations and resolved complex problems. Applied advanced skills to resolve complex problems not covered by existing procedures or practices independently. Identified and resolved more complex problems and applies problems-solving skills in order to deal with difficult situations. Demonstrated and applied a broad knowledge of field of specialization through successful completion of complex assignments. Successfully applied complex knowledge of fundamental concepts, practices, and procedures of a particular area of specialization. Demonstrated and applied knowledge of organization’s business practices, and issues.

Quality Assurance Program Representative (2003 – 2011) Account manager to a specific region of customers enrolled in yearly programs where the product and Batch lot changes. Responsibilities include: taking inbound and making outbound calls, processing orders with, lot specific material, pricing discrepancies, processing and documenting complaints and any other day to day issues that arise which could hinder our customers and organization from operating effectively. Accomplishments:

Assisted in Training the Contract Employees

Assisted in developing, (FOCUS) the standard and evaluation for call handling.

Mentored Customer Service Representatives in investigations and resolving complex problems.

Provides customers with delivery and pricing information and resolves disputed accounts receivables.

Generated revenue by managing orders for products/services for customers via outbound/inbound phone calls, faxes, and other electronic ordering.

Issued Credits and Debits for customers as needed.

Ability to problem-solve while working independently and/or collaborating with others. Successful in managing a large customer base.

Mentored newly promoted QAP reps.

Worked with the Leadership team on the Voice of the Customer (VOC) project

Essential Functions: The nuts and bolts

Address customer questions and concerns regarding product and delivery information

Provide product information, review alternative solutions if an item is out of stock and place orders for the customer.

Successfully negotiate and appease customers using a variety of methods .

Check inventory, process returns, issue replacements and credits for damaged or defective merchandise

Perform other duties as assigned

Rooms to Go Furniture Company, Suwanee, GA

October 1997 – November 2003

Customer Service Rep/Supervisor/Order Control Analyst

Customer Service Rep:Responsible for taking inbound and making outbound calls, trouble shooting and dispatching Technical Support.

Supervisor: Duties included being responsible for 8 Customer Service Representatives, handling escalated and irate calls, assisting and supporting co-workers.

Customer Service Trainer: Duties included training new hires and assisted in the creating of the new training manual. Monitored calls and discussing the phone metrics with team members performed yearly performance evaluations.

Order Control Analyst: Review orders to make sure correct pricing and quantity were entered, researched orders that had multiple, complaints, exchanges and/or returns. Resolved and closed complaints ensuring the best solution for the problem and to satisfy the customer. Applications:

2

Windows Suite, Lotus Notes, SAP, Siebel, SharePoint, Esker, Live Link Documents system, Microsoft Tools.

EDUCATION

High School GED - Detroit, MI (1980)

Ross School of Business – Detroit, MI (1982)

Wayne County Community College - Detroit, MI (1986 - 1988) 3

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