Joan M. Abulencia

*** ********** ******, ********, ** 13210

315-***-****

adw9iv@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Over two decades experience in the Customer Service field.

Assistant Supervisor for a busy vitamin and supplement mail order catalog company.

Professional, maintains composure and objectivity in all situations.

Adept at working independently and as part of a team.

Proficient in Microsoft Office, Adobe Acrobat, Access, Cyber Query, Typing 60 WPM.

SUMMARY OF SKILLS:

Multitasking

Organizational

Conflict Resolution

Effective Communication

Product Knowledge

Time Management

Active Listening

Detail Oriented

Self-Motivated

Problem Solving

Training

Marketing

PROFESSIONAL EXPERIENCE:

CUSTOMER SERVICE

Completed phone and online product orders in a timely manner.

Communicated with customers regarding orders, investigated concerns, found solutions.

Handled refunds and issued credits to customers as needed.

Handled UPS damage claims; followed up on reimbursement for damage and reshipped packages.

Selected products for monthly sales flyer.

Completed weekly phone reports and communicated results with management.

PROGRAM COORDINATOR

Communicated with physicians/practitioners via phone and email regarding program details, documentation, and operations.

Established new physician/practitioner accounts in database and issued identifying pin #’s.

Mailed marketing materials to new physicians/practitioners.

Set up and maintained patient accounts.

Entered and processed new orders in the computer system, ensuring timely distribution.

SUPERVISION

Trained new customer service representatives on policies and procedures.

Supervised employees in the customer service department.

WORK HISTORY:

ASSISTANT CUSTOMER SERVICE SUPERVISOR, N.E.E.D.S, DeWitt, NY 07/2009 – 05/2023

NATURAL DISPENSARY PROGRAM COORDINATOR, Natural Dispensary, DeWitt, NY 09/2012 – 05/2023

CUSTOMER SERVICE REPRESENTATIVE, Prestige Publishing, DeWitt, NY 06/2019 – 05/2023

EDUCATION / TRAINING:

HS GRADUATE, Cicero High School, Cicero, NY

2003 Dale Carnegie Training – Achieving excellence in customer service

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