Customer Service Data Entry
Resume:
Jerica
Harms
(Entrepreneur)
Kalamazoo, MI
*************@*****.***
Professional Profile
and Skills-
Dedicated and passionate professional with an entrepreneurial spirit. Looking to expand my working knowledge in Customer Service/Sales. Tech Savvy- Knows Zendesk, Salesforce, SaaS, Microsoft Excel, Microsoft Office, and Google Suite.
Excellent Communication.
Attention to Detail/ Organization.
Problem-Solving and Positive Attitude.
Experience- FloorFound/ Customer Service Coordinator November 2021 to June 2022
● Assisted customers in Zendesk Chat Application to resolve and escalate issues, disputes, and tracking questions.
● Answered customer emails regarding order tracking and escalated issues.
● Worked closely in a team setting via weekly meetings and training to reach sales goals and ensure a positive customer experience.
● Helped onboard new hires by training them on system processes, and showed them best practices for handling customer inquiries.
● Assisted in developing and documenting Customer Service procedures and workflows. Often taking lead on team projects to improve employee workflow.
● Handled and resolved highly escalated customer issues using company resources and following operating procedures.
● Ensured positive and helpful customer service throughout the order process by showing empathy and offering quick solutions.
● Used Google Office Suite for data entry and tracking inbound and outbound customer orders.
● Coordinated with freight carriers to ensure a smooth delivery experience.
● Assisted with orders via multiple online sales accounts.
● Registered orders with the freight carriers via internal systems and Zendesk.
Uber Freight/ Sales Account Executive
January 2018 to December 2020
● Cultivated professional client relationships by asking appropriate questions, identifying needs, and providing exceptional customer service to each client.
● Onboarded new clients and customers using the systems Salesforce and the internal Uber Freight app.
● Taught/instructed new clients and customers how to use the Uber Freight app, demonstrating via phone and video chat, walking them through each feature and how to optimize usage.
● Managed long-term sales cycles; ensuring that all data gathered throughout the sales process was concise and complete.
● Generated new leads through cold calling and being thoughtful and engaging in every interaction.
● Built strong and professional relationships through identification of client needs, which increased overall sales and opportunities.
● Demonstrated strong leadership skills by taking the lead in teaching all new hires how to use the app and all of its features. Often presenting to large groups of newly hired employees during their onboarding process.
● Coordinated various duties, including customer schedules, payments, and allocations while effectively monitoring multiple customer freight accounts.
Uber Freight (Continued)/ Customer Service Representative/Dispatcher January 2016 to December 2018
● Delivered high-level customer service and support, tracking freight from point A to point B.
● Dispatched freight clients for assigned jobs.
● Answered customer questions and addressed concerns.
● Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
● Demonstrated excellent time management skills, handling and completing multiple projects.
● Performed routine office tasks, including answering telephones, creating spreadsheets, and data entry.
Plum Market/ Retail Buyer
January 2016 to December 2016
● Sourced new suppliers to increase profit margins at our store location
● Successfully operated and organized inventory of products
● Communicated with the team to help secure well-timed deliveries
● Managed tight budget for products, including protein bars and household supplies for Grocery department store chain
● Light data entry for inventory
● Delivered high level of customer support with every encounter Plum Market (Continued)/ Guest Relations/ Front End Leader January 2014 to December 2016
● Counted cash drawers at the start and end of each shift to validate daily records
● Helped to train new team members in cash register operation, stock procedures, and customer service to ensure the team was on the same page.
● Provided the utmost level of customer service in every sales/customer service interaction
● Assisted manager within the department, driving employee productivity and promoting a positive work experience (team building with "all hands on deck" tasks)
● Answered incoming calls in a polite fashion.
● Issued receipts and returns, and handled all customer complaints.
● Directed customers to products in the store/ made recommendations/ sales.
Education and short
term work- X tend Healthcare 03/15/21 - 04/08/21-
Remote temporary position helping patients book Covid-19, Flu, and other necessary Vaccinations.
Prairie State College- GED Certification
July 2011
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