Customer Service Representative

IsaBEL T HORBJORNSEN Q

Coram, NY ***** ¢ 934-***-**** ¢ **********@*****.***

PROFESSIONAL SUMMARY

Personable Customer Service professional offering over 16 years of experience

resolving account and service concerns for customers. Skilled at listening to

customers, meeting productivity targets and maintaining current knowledge of

company offerings.

Solved challenges while promoting company products and maintaining loyal,

satisfied customers. Offering empathy, reliability and enthusiasm for satisfying

customers.

Focused on surpassing expectations and driving team success.

SKILLS

* Service standard compliance + Inbound and Outbound Calling

+ Professional telephone demeanor —_ + Report preparation

+ Recordkeeping strengths + Staff education and training

‘Wonk History

Customer Service Representative, 02/2004 to 05/2006

National Grid/PSEG ~ Melville, NY

+ Answered constant flow of customer calls with up to several calls in queue

per minute.

+ Answered customer telephone calls promptly to avoid on-hold wait times.

* Offered advice and assistance to customers, paying attention to special needs

or wants.

+ Provided primary customer support to internal and external customers in

fast-paced environment.

Assistant Customer Service Manager, 08/2002 to 01/2004

Lowes Home Improvment - Medford, NY

+ Conducted training and mentored team members to promote productivity,

accuracy and commitment to friendly service.

+ Managed department call volume of dozens calls per day and coordinated

department schedules to maximize coverage during peak hours.

+ Reviewed submitted documents to check compliance and enforce

recordkeeping policies.

* Helped average of high volume customers every day by approaching

conversations with positive attitude and focus on customer satisfaction.

+ Supported front end, managing over 20 team members resolving any

customer issues every day.

Front End Manager, 11/1996 to 08/2002

Home Depot ~ Patchogue, NY

* Oversaw cash flow of store, including cashier operations, bookkeeping and

security.

+ Established and updated work schedules to account for changing staff levels

and expected workloads.

* Coordinated individual duties after careful evaluation of each cashier's skill

level and knowledge.

+ Evaluated employee performance and made recommendations for

improvements.

* Maintained strong customer relations and effective customer service

standards.

* Supervised and guided new employees on front end and responded quickly

to questions, which improved understanding of job responsibilities.

+ Worked with security staff and law enforcement on shoplifting and

vandalism response.

+ Scheduled personnel according to skill sets and coverage needs, and made

adjustments to meet unexpected demands.

Accounting Office Manager/Receiving Manager, 03/1992 to 11/1996

Office Depot Inc ~ Farmingdale, NY

+ Supported change management by understanding and addressing impacts of

new accounting policies, financial statement initiatives and non-standard

transactions.

+ Managed accounting operations, including journal entries, collection efforts,

reconciliations and payroll processing.

* Optimized organizational systems for payment collections, AP/AR, deposits

and recordkeeping.

+ Oversaw office inventory activities, including ordering and requisitions,

stocking and shipment receiving.

+ Integrated logistic systems into company processes to improve operations

and manage work orders and price changes.

+ Managed CRM database, including troubleshooting, maintenance, updates

and report generation.

+ Interacted with customers professionally by phone, email or in-person to

provide information and directed to desired staff members.

EDUCATION

Newfield High School - Selden, NY

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