Call Center Customer Service
Resume:
Kathleen C. Berger
New York, New York 10028
Phone: 802-***-****
Email: Kathleen .********@*****.***
OBJECTIVE
To secure long term employment with a company that can benefit from my broad base of skills, knowledge and experience.
I have a strong work ethic, thrive in a team environment and strongly believe that any job worth doing is worth doing well.
EXPERIENCE
9/4/2015 to 7/10/2019
FC Associate Tier 3
Seasonal inbound. Mgr
Amazon.com.dedc, LLC
ABE3
650 Boulder Drive
Breinigsville, PA 18031
Trained in both INBOUND & OUTBOUND process paths, specifically:
Receiving/Stowing/Picking, Re-Binning/Pack/OP/PIT/Vendor returns.Core Ambassador/Trainer in Stow/Pick/Pack/PIT.
Committee Memberships: Associate Safety Committee (Secretary & Chair), AACT Committee, Connections Committee.
Participant in ACDP program including WorkKeys Assessment Pilot Program (achieved Gold Status), Skillsoft Pilot 2.0., Mentor Program 9/16 with Mentor David LaBarre
2/2013 to 9/4/2015
Head Waitress
Franklin Home Association
1348 W. Turner St. Allentown, PA
Responsible for everyday meal service/special events for members & their guests/food ordering- prep/ kitchen hygiene in accordance with ServSafe & Health Dept Guidelines. Also responsible for alternate bartending/RAMP Certification per PA Liquor Control Board guidelines.
8/2011 to 3/2013
Customer Service – Sales
Sunoco A-Plus Convenience Store
1501 Mauch Chunk Rd. Allentown, PA
Responsibilities: Sales/Cust Service for fast paced Convenience Store & Gas Station.
Trained for all 3 shifts/Training Assoc for New Hires.Responsible for store set-up/complying with Sunoco's monthly mkting initiatives. Working with Vendors on a daily basis-ordering/receiving product.
6/2009 to 6/2011
Dispatch Mgr/Corporate Sales-Billing
Easton Taxi
166 W. Canal St. Easton, PA 610-***-****
Responsibilities: Supervise all shifts dispatchers/drivers.Scheduling/bill-ing/maintain corp-medical transport clientele/procuring new corp customers.
3/2004 to 6/2009
Call Center Cust Service Rep
Wachovia Bank/Wells Fargo Bank
265 Lehigh St. Allentown, PA
Responsibilities: High volume call center environment. Receive/place internal & external tel calls re: cust banking questions-inquiries (calls varying from routine to
complex). Utilize Intranet/assess cust needs/suggest-promote suitable prods/referrals to appropriate areas. Responsible for AHT/adherence & compliance/sales
/refunds. Internally worked with teams involved with the following: diversity/community outreach/team activities to boost morale & productivity.
9/2003 to 6/2005
Call Center Cust Service Rep
Day Timers
1 Willow Lane East Texas, PA
Responsible for: processing phone orders/incentive-up-cross selling. Creating and maintain accts/answer cust questions/cust retention /track orders.
7/2002 to 12/2002
Corp Trainer/Regional Sales Rep
Stokke, LLC
1526 E Forrest Ave. Atlanta, GA
Over-seeing the following territories: North East/Mid-Atlantic/Chicago-Mid West/Washington DC Metro Area. Responsibilities include: in-store merchandising/set up/sales training/ in-store demos/coordinate-participate in special events. Worked closely with ind reps/kept corp office abreast of sales trends in the field/maintain good cust relations/attend-work all trade shows.
3/2000 to 7/2002
Manager
Zany Brainy/FAO, Inc.
Danbury Fair Mall - 7 Backus Ave. Danbury, CT
Responsibilities encompass all aspects of retail mngmt incl: store set-up/hiring/training/scheduling, cust service/sales/merchandising, corp initiatives/vendor relations/payroll/budgeting, shipping/receiving.
3/1999 to 3/2000
Administrative Assistant
IBM - 294 Route 100 Somers, NY
Responsible to four managers and a combined staff of twenty. Duties included coordinating daily calendars, scheduling meetings & conference calls, booking travel reservations (planes/cars/hotels), coordinating conference locations, submitting expense reports and general administrative duties.
8/1995 to 9/1998
Manager
Crayola Factory/General Store
30 Centre Square Easton, PA
Responsibilities encompass all aspects of retail management including: initial min/max inventory set-up, vendor/sales rep contact, interior design of store, customer service, sales, payroll, daily reconciliation of registers, employee scheduling/hiring/training, shipping & receiving.
EDUCATION
DeSales University
2755 Station Avenue
Center Valley, PA 18034
Notre Dame High School
3417 Church Road
Easton, PA 18045
CERTIFICATION TRAINING
NCRC/Nation Career Readiness Certificate/GOLD STATUS
Harrisburg Area Community College/Amazon.com.dedc, LLC
05/10/2016
RAMP/Responsible Alcohol Management Program
Pennsylvania Liquor Control Board
07/19/2015
ServSafe/National Restaurant Association
Certificate #11991700
02/05/2015
NCACC/Lehigh Valley Chamber of Commerce
Tourism, Commerce & Customer Service in the Lehigh Valley
06/01/2010
Microsoft: Word/Excel/Access/PowerPoint/Internet
West Chester Community College, Peekskill, NY
1999
Lotus Notes Training Program
Tascor/IBM Somers, NY
1999
NCACC/Advanced Supervisory Training
1978
MANAGEMENT TRAINING PROGRAMS
Trained in and able to disseminate the following training programs:
Sensitivity - Diversity - Sexual Harassment - Hiring Methods - Coaching & Counseling - Customer Service - Incentive Programs - Features & Benefits - Item of the week - Brand Importance.
COMMUNITY LEADERSHIP
WDIY/LVCBA Volunteer - Cultural Calendar
GREEN CHIMNEYS Volunteer
UNITED WAY LV Volunteer/Award for Outstanding Service
DREAM COME TRUE LV Volunteer/Dream Maker Award
SCHOOL WORKS LV Volunteer/Continued Support Award
AIDS MEMORIAL QUILT LV Board Member/Outreach & Fundraising
SMART DISCOVERY CTR Volunteer/Bethlehem, PA
RODALE THEATER Volunteer/Annual Membership Drive/Top Achiever
M.A.P.P Board Member/Musicians-Artists-Poets-Performers of PA
P.A.S.C.A.L Board Member/PA Assoc of Songwriters-Composers-Lyricists
PEACEABLE KINGDOM Volunteer
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