Contact Representative Customer Service

Robert A Hugee

**** ****** ***** *****. *** ***

Midlothian, VA 23112

Cell: 804-***-****

Email: *************@***.***

QUALIFICATIONS:

Works well without supervision

Ability to prioritize and remain focused on the essence of an issue

Excellent with support services

Skilled at learning new concepts quickly while working well under pressure

EXPERIENCE:

2019-Current Owens & Minors Richmond, VA

Customer Service Representative

Supports the Client Engagement Center (CEC) and customer experience by providing superior customer service to clients using critical thinking skills and resources provided. Steps in and acts in all functions (order management, product flow, usage, backorder mgt, and credits) on the CEC team as needed and as instructed. Acts as primary customer point of contact in a manner that maximizes customer satisfaction. Provides superior service to client resulting in high rate of first contact resolution. SAP; Business Warehouse; intermediate Microsoft Excel Skills; intermediate Microsoft Access Skills; intermediate SharePoint skills; and an understanding of Continuous Improvement

2014-2022 Insource Software Solutions North Chesterfield, VA

Client Customer Service Sales Support Advocate

Provide support to sales and clients while gathering business requirements to define the client solution needs. Use databases to maintain client records, create opportunities/leads for sales to follow up, answer questions, research and resolve issues. Responsible for communication associated with quoting, selling and shipping processes. Create high-level customer satisfaction within client interactions. Lead and assist with special projects, collaborate with vendors, clients and internal resources to assist sales and clients achieve success. Create proposals for technology hardware, infrastructure, software and service solutions. Maintain confidential company information while following CRM database requirements. Support and promote company goals, initiatives, processes and culture.

2012-2017 Internal Revenue Service Richmond, VA

Federal Contact Representative Agent

Conducts personal and telephone interviews with a wide range of individuals such as CPA’s, Practitioners, Attorney’s, and third-party Representatives. Provide a full explanation of specific inquires initiated by individuals, generated notices, or internally generated assignment. Use sophisticated interviewing techniques to review individual circumstances and goals while advising on various ways to meet them. Elicit sensitive, personal and financial information, innocent spouse determinations, bankruptcies, or draw out information that the individual may withhold. Make determinations while using sound judgment concerning controversial matters in reporting as appropriate to the degree in which the individual would understand their responsibilities and whether errors in their records reflect honest mistakes or fraudulent intent.

EDUCATION:

2018-Current Strayer University, Information Technology Richmond, VA

PROFESSIONAL DEVELOPMENT:

Fire Guard Preparation Course Certification, CPR certified 911 Guard Certificate, Crisis Prevention & Intervention Training, DCJS Certified Armed Security Officer Certification, Basic Correctional Officer Training Certification, and Insurance Certifications for various states.

COMPUTER SKILLS:

10 Key by touch, Microsoft Windows Office Applications, Security Surveillance Systems, E911 Prosystem, Wonderware Solutions, e911, Advantech, Arista & Guidewire Policy & Billing Center. NetSuite certified, Salesforce Administrator.

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