EUNICE CEDENO advnxo@r.postjobfree.com 407-***-****

ORLANDO, FL

CAREER SUMMARY:

20+ year of Customer Service Management working with groups as small as 4 and as large as 41 Customer Service Representatives and Sales Coordinators. 10+ years overseeing all aspects of Distribution/Fulfillment Center. 20+ years working alongside sales team to make their jobs easier so they are able to be out selling. EXPERIENCE:

6/00 to 7/22 Smart Source LLC. 770-***-****

Client Services Operations Manager, Key Responsibilities - 06/21 to 07/22

• Assist Business Ops Team & Senior Client Services Manager with updating and writing CSR procedures and guidelines to cultivate best practices

• Responded to and resolved escalated issues and/or unique or complex requests from Account Executives, CSR’s and/or Clients

• Ensure Operations processes were executed efficiently, and users were properly trained

• Training and coaching new hires or less experienced team members on all CSR responsibilities

• Proactively identifying areas of improvement to enhance the team’s efficiency

• Collaborate with cross-functional teams to resolve process questions, updates or issues that arise

• Work closely with Senior Client Services Manager in investigating and performing deep dives on client accounts to determine issues or inefficiencies where processes can be improved and may require clean-up

• Track, measure, and report on success of efficiencies gained Customer Service Regional Manager, Key Responsibilities - 01/15 to 06/21

• Responsible for the oversite of Administrative Staff and helping the sales representatives Process Customer Orders, including quotes, proofing and billing for South Eastern Region

• Assist with payroll, accounts receivable and accounts payable

• Responsible for both the vendor and the customer invoices

• Responsible for covering phones, data entry and verifying shipments

• Responsible for closing out the month

Office Manager, Key Responsibilities - 07/03 to 01/15

• Responsible for the oversite of Administrative Staff and helping the sales representatives Process Customer Orders, including quotes, proofing and billing

• Responsible for covering phones, data entry and verifying shipments

• Responsible for closing out the month

• Assist with payroll accounts receivable and accounts payable

• Ordering of all supplies for office and warehouse Customer Service Representative, Key Responsibilities - 11/00 to 07/03

• Assisted sales team with all daily business activities and special projects as requested

• Process Customer Orders, including quotes, proofing and billing

• Assist customers with any orders and request they may need help with in person and on the phone 12/98 to 6/00 Billing Clerk, City of Thomasville 912-***-****

• Responsible for billing, posting, adjusting, and balancing monthly usage for utility customers.

• Answered customer complaints in person and on the telephone.

• Translated for the Cashiers Department and assisted with translation in other Departments when needed.

12/93 to 3/97 Member Service Supervisor, Total Health Choice 800-***-****

• Responsible for responding to customer inquiries as well as complaints

• Utilized customer service skills, as well as computer skills, to handle and document telephone contact

• Helped the Referrals Department with processing of referrals

• Assisted the Claims Department with processing claims

• Responsible for the oversite of 12 other Customer Service Representatives in assisting with problem resolution

EDUCATION: Central High School, Thomasville, GA

REFERENCES: Scott Rich, Senior Vice President of Sales, Smart Source LLC. 770-***-**** Tom Lawrence, Sales and Marketing Specialist, Fogo Charcoal 314-***-**** Linda Cox, Customer Service Director, Retired from Smart Source LLC. 404-***-****

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