Service Representative Customer

Charlotte, NC *****

Mobile: 201-***-****

*******.*****@*****.***

Patrice Irick

Dynamic, dedicated, and motivated professional with a proven record of generating and building relationships. Over 18 years of experience providing exceptional customer service through active listening and problem solving in high call volume environments. Highly experienced in master data for both customers and employees, finance, sales administration and billing support. Exceptional computer aptitude and telephone etiquette.

Qualifications Summary

Strong interpersonal skills and the ability to work effectively with a wide range of personalities.

MS Office

Expert in handling a variety of critical customer needs.

Recognized expert in reading, interpreting, and applying technical data; and reviewing and evaluating operational and procedural systems.

Excellent experience in providing leadership and training, directing daily activities of large teams in order to excel and achieve mission objectives.

Core Competencies

Critical Problem-Solver

Data Entry

Success factors

Payroll

Oral/Written Communication

Invoicing

Supply Chain

Sales

Call Center

Employee Management

Goal Oriented

Quality Assurance/Control

Information Technology

Contract Management

Project Management

Delivery Tracking

Leadership and Training

Audits/Assessments

Technical Documentation

Customer Care

Record Keeping

Performance Monitoring

Time & Workflow Management

BI Portal (sales & distribution)

Datatrac

Client Training

Excel

SAP

Personnel Deployment

Sales Force

DMS

Experience

HR Master data Specialist, Coca Cola consolidated, Charlotte, NC

august 2022 - current

Maintains HR master data records and monitor accurate employee data in SAP HR Solution at the highest level of accuracy and consistency across the organization

Partners with HR Shared Services Team to continually improve processes, reduce errors and increase data integrity.

Participates in ongoing integration projects and data synchronization efforts.

Partners with Benefits and Payroll Teams on employee master data issues

Provides telephonic and electronic support to employees and managers in answering HR-related questions and provides issue resolution

Runs and uses established reports to complete jobs and assist others who need HR master data information

Considers and suggests creative means for employees to maintain and update data through Employee Self Service. Participates in other HR Activities, Projects and Initiatives as needed

Master data Specialist, Coca Cola consolidated, Charlotte, NC

June 2021 – august 2022

Maintain customer master data records in SAP to the highest level of accuracy.

Monitor data accuracy, validity and completeness and correct as needed.

Determine root causes of problems and provide expertise to various ISS groups to resolve and then prevent further failures.

Respond to and resolve assigned Service Now tickets in a timely fashion, and submit and track incidents

Configure and maintain standard and custom tables, and background data feeds.

Perform mass updates in SAP.

Be conversant with 50+ procedures and cognizant of hundreds of exceptions that must be incorporated.

Monitor system interfaces, analyze issues and take appropriate corrective action.

Actively support the correction of master data related system interruptions.

Work closely with the business data requestors to ensure consistency and accuracy of master data.

Rebate Coordinator, Diversey Inc., Fort Mill, SC

February 2020 – September 2022

Maintain positive relations with all distributors, elevating any issues to upper management as necessary

Credit creation - monitor and calculate rebates owed to Distributors

Format Excel spreadsheets from multiple distributors for rebate amount requested, prepare to run through multiple systems for auditing

Collections - manage the collections of all denied rebates and pricing issues by monitoring rebate accounts and following up as needed.

Create credit detail sheets for distributors including denials, rebate amounts and variance reasons

Ensure quality service to customers. Must respond/resolve entries in a timely manner.

Sales Support administrator/billing support, xpo logistics, new York city, NY

march 2012 - December 2019

Advocate and point of contact for the department

Managed customer accounts and multiple client contracts

Researched and resolved account discrepancies

Reconciled any issues with clients/customers/contracts

Created reports and reported monthly sales results to management

Revised invoices

Scheduled appointments

Followed up on sales calls

Client training

Created demos and web tutorials for potential and new clients

Customer service supervisor – xpo logistics

Provided daily direction to employees to ensure customer service calls were answered in a timely, efficient, and knowledgeable manner

Provided continual evaluation of processes and procedures

Suggested methods to improve area operations

Provided statistical and performance feedback and coaching

Wrote and administered performance reviews for skills improvement

Provided appropriate training and counseling

Addressed disciplinary and or performance issues according to company policy

Assisted with scheduling, and daily operation of call center

Prepared invoices for vendors

Collected and reviewed timesheets

Maintained professional and technical knowledge by attending educational workshops

Contributed to the team by obtaining team targets and goals

customer service advisor, nco financial, charlotte, NC

April 2009 – January 2010

Answered incoming emails and/or chats from customers

Addressed and resolved customer complaints empathetically and professionally

Accurately documented, researched, and resolved customer issues

Followed-up in a timely manner to ensure customer satisfaction

Handled all customer questions and inquiries

Provided feedback to management concerning problems and/or areas of improvement

technical support/customer service representative

Effectively managed a high-volume of inbound calls

Troubleshooting of cell phone related service and equipment problems

Sold products and services

Updated customer information

Resolve customer issues

Determined product repair or exchange within warranty policies

Coordinated scheduling of technicians for onsite repairs

customer service representative, urban express, new York city, NY

October 2003 – august 2008

Answered high volume customer calls and emails

Took customer orders

Tracked orders

Received customer claims, updated customer information

Resolved service and pricing problems for customers

Contact this candidate