Service Representative Customer

Crystal M Kasner

**** ************ ** *** *** Chino, CA 91710 909-***-**** *************@*****.***

Summary of Qualifications

Business Professional with 16 years’ experience in Customer Service with demonstrated expertise in a fast paced office environment with recognized strengths in account managing, excellent communication skills, ability to multi task and adapt to many different and adverse situations with ease.

PROFESSIONAL EXPERIENCE

Arrow Staffing Ontario, CA. June 2020-Present

Recruiter

Facilitate full-cycle recruitment process across all business lines and source candidates through proven recruitment channels.

Interfaced with clients requiring staffing services to determine number of hires, salary, positions, and job descriptions for short-term and long-term temporary employees.

Sourced resumes to select best-qualified candidates and interviewed candidates to better assess qualifications and ascertain personality, personal character, and work ethic.

Manage the open applications in the recruitment system, manage the selection process and its progress, and provide timely periodic recruitment reports

Managed to hit and exceed all KPI’s set by company

Keep close contact with both clients and candidates in order to provide timely feedback from both sides

Niagara Bottling Co. LLC Ontario, CA. January 2009- January 2020

Customer Service Representative II

Work with customers to maintain steady product sales and tactfully communicate any exceptions

Monitor customer ordering patterns and communicate fluctuations in demand to correct departments

Understand how each customers operates with Niagara including but not limited to EDI/Non EDI ordering, payment method, product label, pack size and producing plants, DTS/DC or both and, Drop delivery programs

Execute order modifications in a timely manner and verify all appropriate changes resolved so not to delay the shipping of the customers product

Collaborate with Sales/Transportation/Strategic Planning/Order Management for promotional and rush orders to ensure customer has product needed for promotions

Refer unresolved customer grievances to designated departments for further investigation.

Contact customers to respond to inquiries on orders and notify them of manufacturing or transportation delays or any planned adjustments

Recommend improvements in product ordering, delivery service, and procedures to improve efficiency or sustainability

Retrieve stored items and trace lost shipments as necessary.

Maintain metrics, reports, process documentation, customer service logs, or training or safety records

Oversee the work of logistics specialists, planners, or schedulers to make sure all orders are getting to the customer on time and any delays are communicated

Analyze the financial impact of proposed logistics changes, such as routing, shipping modes, product volumes or mixes, or carriers

Aerotek Professional Staffing Services Irvine, CA. August 09- January 09

-Staffing Agency utilized to acquire position at ADP

Unemployment Hearings Coordinator

Key daily notices of Unemployment Hearings received.

Make client contact to advise of pending hearing. Confirm if representation is needed and advise of representation fee.

Advise client of representation process.

Make second contact within 48 hours confirming receipt of notice and if representation is needed.

Key receipt of daily appeal documents to ensure all paper work for hearing is documented.

Fax unemployment hearing decisions to client to advise of favorable or unfavorable determination in timely manner.

ADP, Diamond Bar, CA. 2007-2009

$8 billion provider of business outsourcing solutions including

payroll, human resources and garnishments

Garnishment Services Call Center Rep II

Primary contact for the daily servicing of incoming calls from

employees, custodial parents, and agencies for the Garnishment Services

client base.

Serviced 40-45 incoming calls a day from employees, custodial parents,

and agencies providing informative and sensitive assistance for callers

meeting and exceeding call volume quotas.

Provided clear helpful communication concerning issues to Account

Managers reducing potential judgments.

Documented case information in a timely and accurate manner for the

next representative increasing employee understanding of issue.

Owned the call as required the from moment taken to ensure issues

resolved and closed preventing future call backs from Agencies,

Custodial Parents and Employees.

Identified noticeable error trends and reported incidents to the

Account Manager immediately to ensure mistakes are fixed and reduced

future errors.

Adapted to multiple systems, processes and procedural changes within

short time frames while maintaining productive relationships with

Account Managers and operations department.

Aerotek Professional Staffing Services Irvine, CA. 2006-2007

Staffing Agency utilized to acquire position at ADP

Wage Garnishment Implementation Representative

Responsible for establishing and monitoring implementation process and

thorough training and conversion of Wage Garnishment Clients to Wage

Garnishment product.

Converted and thoroughly trained Wage Garnishment Clients in how to

follow of State and Federal requirements and regulations in a timely

manner exceeding quotas set by management.

Maintained 250 clients, coordinated the conversion process for all and

completed set up by quoted completion date without impacting or

interrupting payroll process retaining approximately 95% of clients.

Resolved garnishment processing errors ensuring lien payments released

in a timely manner, reducing potential judgments on client.

Conducted thorough analysis to ensure proper billing and inputting

information entered correctly and in proper time frame resulting in

higher client satisfaction and retention.

Additional Information

Skills: Microsoft Office: Word, Excel, Outlook & Power Point/ Received certificates in Excel

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