Customer Service Administrative Assistant
Resume:
Marilyn Crespo
New Philadelphia, PA
adwck9@r.postjobfree.com
15+ years of customer service experience. Accomplished customer service professional who has a proven track record of solving user issues quickly. Adept at identifying and solving problems communicating complicated solutions to users and working directly with users and management to solve ongoing issues. Seeking a position where I can utilize my background and knowledge of customer services.
Authorized to work in the US for any employer
Work Experience
Customer Care Help Desk Agent
Agilent Pathology (Contract) - Carpinteria, CA
April 2021 to October 2022
Offers technical support to clients by responding to questions and concerns. Scheduling tech appointments. Troubleshoots common issues and directs clients to the appropriate department if further assistance is required. Works with SAP to confirm account. Works with CDT to receive call and direct calls to appropriate person/dept. Create diagnostic service request/diagnostic service orders and directs them to the help desk que. Transfer calls. Look up product info/price for callers. Writes and maintains documentation for future reference. Keeps a log of all calls/accounts. Participates in educational opportunities/training. Regularly checks E-Mails and response to them in a timely manner. Biweekly meetings via Webex.
Customer Advocate
PMI Project Management Institute - Newtown Square, PA July 2020 to January 2021
Administer all customer orders, manage requests, and resolve associate issues for customers. Coordinated Scheduled exams as to not interfere with personal matters Analyze customer issues, determine causes, and initiate corrective actions. Ensures optimal level of customer services via Call/ chat/emails. Analyze all issues of customers and new products and advocate appropriate resolutions from management. Taken payment, wires/checks/credit cards/debit cards. Sent confirmation of all payments to customers. Prepare documents for customers and management and manage follow up. Monitor all customer inquiries and complaints and assist in effective resolution of the same. Reach out to customers and verify account information. Assist with placement of orders, refunds, or exchange. Cancel or upgrade accounts. Handle changes in policies or renewals.
Communications Solutions
Stericycle - Wilmington, DE
May 2015 to March 2020
Confirmed members, provide information, escalate calls, document interactions, resolved account issues, taken payments, filing, schedule appointments using predefined scripts and templates, deliver message content back to clients, complete customer service calls in a timely manner, Read, write and comprehend the English language, speak clearly and project good voice tone, accurately document and present information during phone interactions, ability to multitask while on the phone, ability to keep information confidential in all calls. Show empathy in calls.
Education
High school diploma in General Studies
Emerson High School - Union City, NJ
September 1980 to July 1984
Skills
• Typing
• Communication skills
• Customer service
• Computer skills
• Live Chat
• Customer support
• Phone etiquette
• Microsoft Windows
• SAP CRM
• Help desk (Ticketing System)
Assessments
Call center customer service — Proficient
June 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Basic computer skills — Familiar
November 2022
Performing basic computer operations and troubleshooting common problems Full results: Familiar
Administrative assistant/receptionist — Proficient June 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer service — Proficient
August 2020
Identifying and resolving common customer issues
Full results: Proficient
Sales skills — Proficient
October 2022
Influencing and negotiating with customers
Full results: Proficient
Technical support: Customer situations — Proficient November 2022
Responding to technical support situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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