Customer Service Representative
Resume:
Sonya Minor
856-***-**** • adx27k@r.postjobfree.com • 32 Phoebe Farms Lane, United States 19720
Energetic Office Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical and business expertise to enhance workflows. Focused on attentively assisting office staff and customers and identifying opportunities for improvement.
Summary
Skills • Invoicing and billing
• Report writing
• File and data retrieval systems
• CRM and office management software
• Scheduling and calendar management
• Banking operations
• Data entry
• Project management
• Proposal writing
• Customer relations
11/2019 - 12/2022
Office Manager, Subcool Heating & Air Inc, New Castle, DE 06/2020 - 12/2020
Workflow Specialist, SSI People At Perkins Elmer, PA Experience
Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
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• Handled scheduling and managed timely and effective allocation of resources and calendars. Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
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Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
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Monitored payments due from clients and promptly contacted clients with past due payments.
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• Managed, scheduled and coordinated office functions and activities for employees.
• Administered payroll and maintained proper documentation of employee personnel.
• Interpreted and communicated work procedures and company policies to staff.
• Coded and entered daily invoices with in-house accounting software. Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
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• Processed financial documents, contracts, expense reports and invoices. Communicated with all teams to ensure quality deliverables and timely achievement of project milestones.
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Created workforce planning and development models for quarterly scheduling and processes.
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Scheduled projects in alignment with available resources while maintaining focus on client expectations.
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Monitored project timelines and utilized attention to detail to ensure seamless completion of milestones.
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Coordinated project plans and reviewed with stakeholders and clients to ensure alignment of expectations.
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12/2018 - 12/2020
Senior Customer Service Representative, Mannington Mills Inc., Salem, NJ 04/2018 - 12/2018
Customer Service Representative, Synerfac At Mannington Mills, Salem, NJ 09/2017 - 12/2017
Auto Sales Consultant, NexRep At VROOM, Part-time, Work From Home
• Liaised with stakeholders, clients and vendors to ensure consistent project updates. Monitored adherence to project timelines, company standards and budget requirements for service and repairs.
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• Performed research and analyzed content of records to make disclosure determinations. Conducted record searches and coordinated with other units on procedural problems involving complex cases.
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Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
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Assisted customers by answering questions, addressing concerns and providing current account information.
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Met and exceeded performance goals to support long-term company growth and market dominance.
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Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
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• Monitored customer accounts to track outstanding issues and implement new solutions.
• Managed processing, scheduling and execution of customer purchase orders. Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules.
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• Processed customer account changes with proprietary software. Collated customer names, contact and payment information to streamline future interactions.
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• Delivered expert technical support to customers and resolved broad array of issues. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
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Remained calm and professional in stressful circumstances and effectively diffused tense situations.
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• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Fielded customer complaints and queries, fast-tracking for problem resolution. Asked probing questions to determine service needs and accurately input information into electronic systems.
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• Used proven techniques to de-escalate angry customers during telephone interactions. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
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• Mentored new employees on procedures and policies to maximize team performance. Asked prospective customers open-ended questions to identify needs and desires for next auto purchase.
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Provided quotes and financing options to customers by understanding financial status and interest rates.
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Accompanied customers during test drives to explain valuable features and monitor safe return of vehicles.
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Explained options and add-ons to increase customer knowledge and enhance profits per sale.
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• Offered customers with updated information on latest models, features and accessories by 06/2014 - 08/2017
Disability Support Carer (Part-time), Easter Seals Of New Jersey/NJPPP, Penns Grove, NJ
09/2008 - 12/2016
Childcare Provider, Owner/Operator Of Sonya Sawyer's Childcare, Penns Grove, NJ
regularly attending sales training.
• Educated customers about sales processes, warranty requirements and service standards.
• Scheduled automotive deliveries with vendors and customers.
• Analyzed customer needs to make suitable product recommendations and demonstrations. Collaborated with prospective customers over phone and email to schedule sales appointments.
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• Responded to inquiries from potential customers via email and telephone. Closed deals by working with finance and insurance team to provide customers with smooth, comprehensive service.
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• Improved patient outlook and daily living through compassionate care.
• Followed care plan and directions to administer medications. Aided with mobility and independence for disabled individuals and continually monitored safety.
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• Worked closely with clinical staff to support therapeutic and behavioral plans.
• Built strong and trusting rapport with clients and loved ones.
• Recorded client status progress and challenges in logbooks and reports.
• Consulted with client care team to continually update care plans.
• Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
• Contributed to case reviews of client status and progress. Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
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• Assisted children in development of social, communication and problem-solving skills.
• Used positive reinforcement and behavior modeling to instill discipline in children.
• Organized and planned age-appropriate reading, crafts and music lessons.
• Communicated with parents about daily activities and any concerning behaviors. Supported children's emotional and social development, encouraging understanding of others and positive self-concepts.
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Instilled discipline and maintained order with children by using simple and commanding directives.
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• Planned and implemented engaging activities to encourage creativity and expression.
• Recorded child behavior, food and medication information for supervisors.
• Developed and implemented lesson plans and activities for children of various ages. Developed lasting, professional relationships with families by encouraging open communication and delivering positive feedback.
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• Organized supplies and instructional materials to maintain tidy classroom.
• Participated in professional development learning opportunities to increase knowledge.
• Supervised and cared for children ages 6 weeks to 12 years old. 08/2022
Associate Of Arts, Liberal Arts And General Studies Salem Community College, Penns Grove, NJ
High School Diploma
Education And
Training
Penns Grove High School, Carneys Point, NJ
Computer Skills • Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Salesforce
• Maximo
• SAP
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