Customer Service Support

BRENDA R. ARROYO

Exceptionally reliable individual with an impeccable work ethic

** ****** **,

Montclair NJ

973-***-**** adxvkt@r.postjobfree.com

EXPERIENCE

Johnson & Johnson (Medical Devices) Contract/Remote

Customer Support Services

October 2021 to June 2023

Ensure processing of incoming orders in a timely, professional, and efficient manner

Handling sales reps and clients’ complaints, eligibility requests and returns

Problem solving issues and occurrences for all internal/external customers

Fulfill administrative tasks (follow up emails, chats, meetings)

Staying abreast with assigned virtual trainings

Take part in Customer Service – related projects to improve efficiency and customer satisfaction

Deloitte, Oregon State Dept. of Human Svcs. – Contract/Remote

Virtual Site Support

June 2020 to June 2021

Assisted a group of over 300 State end users with navigation of the new IE ONE computer system

Supplied pertinent links, directories, and guides with information to help with daily job activities

Provided outstanding customer service during introduction interviews, and daily interaction. Received numerous accolades from State employee reviews

Initiated 4 hour 1 on 1 trainings, teaching quick tips, short cuts, and ways to work new assigned tasks

Created & followed up on Helpdesk tickets for system issues end user and site support could not resolve

Logged all encounters with end users on Service Desk Manager to track reoccurring issues

Site Support - POC (Point of Contact)

Backup to Site Support Lead, escalating urgent issues and tickets to Helpdesk

Implemented site support team onboarding introducing our team, links, and process to State Managers and Team Leads

Exported Zoom room data reports for Capacity & Demand Analysis

Shadowed State Team Leads during off-boarding to review their ability to create and submit Helpdesk tickets appropriately

Tory Burch – Jersey City, NJ

Client Specialist

October 2019 to April 2020

Trained on the following CRM, technologies, and customer contact programs: Salesforce, Gladly, SAP, IBM (OMS), UPS WorldShip, Aptos (Epicor), Sailthru

Responsible for communications through four different customer channels (voice, chat, email, SMS)

Assist global clients with order status, product returns/refunds, product quality discrepancies, order placements, client accounts, product care services, and general product inquiries for a high-end clientele

Responsible for product upselling, sales conversions, and proactively reaching out to clients regarding new Tory Burch collections, sales events, and promotions

Partner with upper management when applicable to ensure appropriate changes were made to improve customer satisfaction

Showcase brand management knowledge for multiple brands ensuring accurate item descriptions, pictures, and communications on the website

David's Bridal - Springfield, NJ

Bridal Stylist – Part/time

November 2015 to November 2019

Greet bride to discuss style, venue, and theme for wedding day

Escort bride to showroom to go over her likes, dislikes, dress cut, fabric and color

Retrieve dresses bride request with a few I think will be suitable

Apply creativity in matching bridal dress with accessories

Upsell of accessories, undergarments, preservation kits and partnering vendors

Maintain weekly sales goals of $170 an hour by exceeding them to over $200 an hour. Always hit and exceed weekly productivity goals

Book comeback appointments for bride and bridal party

Close out sale on POS system. Entering order and establishing correct (size, color, measurements)

Trained new consultants

Received Google 5-star reviews from my clients for excellent customer service

Department of Human Services - Newark, NJ

Supervising Keyboarding Clerk/DIMS (Quality/Prep)

July 2011 to April 2018

Perform quality control on all new Medicaid, Food Stamps, and TANF applications received from over 70 Case Workers and/or Case Managers

Personally, selected to join a team implementing new “Open Work Desk” system logging, scanning, and storing client information in one place

Quality reviewed case worker paperwork and system entry approved by Supervising Case Worker for accuracy

Returned inaccurate applications to Case Workers and Case Managers for corrections

Separate and strategically prepare cases to be scanned into new Open Work Desk system

Data entered all new Medicaid clients into MES system

Proficiently maintained all client records and database which include pertinent medical information

Mentor, train, and supervise new clerks to duties and responsibilities of quality and prepping

SKILLS

Over 20 years of outstanding customer service, organizational, and planning abilities, combined with excellent interpersonal communication, quality control and leadership skills

System Implementation Site Support, Helpdesk Support, Administrative Support, A/P Billing, and A/R Cash Application

Extensive experience in Microsoft Office programs (Word, Excel, PowerPoint, Oracle, Access, Explorer, CRM, SalesForce, SAP, Genesys Cloud, SharePoint, Great Plains, ZenDesk, Open Work Desk, IE One)

Avid team player, willing to go the extra mile to get things done.

Love working in a career driven environment with the opportunity for professional growth

EDUCATION

Berkeley College

Business Marketing & Management

Currently Attending

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