CUSTOMER SERVICE/CUSTOMER SUPPORT PROFESSIONAL

Excellent problem solver with a customer-first attitude who quickly analyzes situations and presents viable alternatives. Valued team leader, member, and resource who can identify and resolve issues with tenacious follow-through abilities and excellent written/verbal communication skills. Known for the ability to successfully manage multiple time-critical, complex operations and projects simultaneously.

AREAS OF EXPERTISE – CUSTOMER SERVICE

MS Office ● Regulatory Compliance ● Logistics ● Customer Service/Training •International Expediting ● Scheduling Communications ● Customs Clearance ● Troubleshooting ● Data Entry● Reporting ● Forecasting • Salesforce • Oracle

PROFESSIONAL EXPERIENCE

Subaru of America – Camden NJ February 2023 - Present

Customer Advocate – Case Manager

Decides and implements the best course of action in deciding Goodwill to customers

Manage caseloads -Prioritize and review cases in a timely manner

Maintain a high level of understanding of products, policies, and procedures

Rober Half International Temporary Agency May 2022 – December 2022

Aspire Technology - Sales Operation Specialist

Gathered information for Project Management

Drilled down and filtered information for the Sales team

Track shipments

Weathervane Service - Dispatcher

Schedule technician work

Liaison between client and account managers

Monitor parts needed for repairs

Assign emergency work as needed

Scheduled hotel arrangements

Prepared invoices for accounts payable

South Jersey Gas - Union NJ February 2021 – March 2022

Dispatcher II - Remote

Directly responsible for managing the day-to-day workload for field employees and managing the priority response phone calls from internal and external customers, Identify, assess, prioritize, and effectively dispatch emergency work in a timely and accurate manner in a 24/7 operation.

Effectively manage daily workload by reviewing and reallocation of work to ensure a timely response to all required work; normally responsible for approximately 50+ employees/day

Make sound and timely business decisions while managing adversity in a fast-paced environment

Consistently functions as a supportive member of a team

Receive and process priority response phone calls from internal and external customers.

New York Life – Edison, NJ February 2019 – March 2021

Financial Services Representative – Remote

Match financial products to their customer’s needs and provide them with appropriate financial advice to help them meet their goals by using Effective decision-making based on comprehensive case analysis and leveraging organizational skills.

Create personalized experiences through the phone for policy owners and agents by demonstrating active listening, processing requests, and problem resolution.

Within regulatory guidelines, review and process in-force business transactions with speed and accuracy.

Assist team members daily to complete work to meet departmental goals and regulatory standards.

Assist with de-escalation of challenging situations to reach a mutually agreeable resolution for our clients and the company

Achievements: Most paid cases for the month of November 2019, Career Life Success Award, Career Life Producer Award

NJ Department of Environmental Protection- Hamilton, NJ October 2015-January 2019

Communications Operator -Receives and transmits police, fire, and other emergency alarms; receives requests for police, fire. Takes reports on water, air, hazardous substances, explosions, solid waste, and animal complaints. Transmits same to appropriate personnel; operates a variety of communications equipment in a 24/7 operation.

Receives and transmits radio communications to law enforcement agencies and police patrol cars for appropriate action through the CAD.

Maintains an assuring and calming attitude during periods of stress and emergency in order to avoid unnecessary delays by responding to emergency vehicles.

Use of investigative resources such as NCIC, ATS/ACS, CJIS, and CJIS 2000.

Monitor Forest Fire Flights and Active Shooter Line

Dispatch for NJ Fish & Wildlife, State Parks Police, and Emergency Response

Works along with NJ State Police and NJDOT dispatch on multi-agency responses

Integra LifeSciences - Plainsboro, NJ May 2014 – October 2015

Product Coordinator (Sales Team)– Hybrid Process and Track all Neuro Evaluation Equipment While adhering to SOP in compliance with current policies and Sunshine Laws. Support field sales personnel by fulfilling requests for medical equipment for demonstration and evaluations, handling time-critical shipments and troubleshooting transit and shipping delays, providing training to representatives on internal systems and educating them on SOP and training materials, answering incoming questions, and determining where they should be directed.

Generate reporting

oInternal and Sunshine Act compliance reporting

Troubleshoot logistic failures

oResearch failures and implement contingency plans

Assisted with updating Standard Operating Procedures and training material

oCollaborated in revising SOP and Sales Training Materials

Monitored vendors

oMet with vendors to determine if appropriate for needs and Mitigate vendor issues

Fulfilled equipment requests for emergency rentals, evaluations, and trade shows

Used logistic expertise to improve workflow process

PROFESSIONAL EXPERIENCE CONTINUED

FEDEX – (several Customer Service positions of increasing responsibility) Elizabeth, NJ 1991 – 2013

Senior Customer Service & Sales Support– Onsite/Remote (2001 – 2013) – Single point of contact for all customer service, operations, and follow-up for critical shipments. Customer resolutions involved researching, initiating, and monitoring claims, plus expediting international shipments, customs clearance, regulations & needed documentation, and escalating if needed. Assisted sales representatives in the maintenance of accounts. Liaison between sales and customers. Key accomplishments include:

Saved customers several $million by ensuring timely shipments and clearance, even on nights/weekends

oExpedited the shipment of critical parts for disabled manufacturing equipment during a weekend snowstorm, thus saving the client company nearly $32K and avoiding a plant shutdown (2006)

oCoordinated and implemented direct store shipments to pharmacies in 30 States for a time-sensitive new Rx product release, ensuring additional FedEx revenues of $200K and $ millions for the customer

oRepackaged, relabeled, and shipped 47 damaged pallets for Priority Saturday delivery

oEnsured the timely customs clearance of surgical equipment for life-threatening surgery in Australia

oCleared the shipment of critical trade show products for a US company exhibiting in Barcelona, Spain

oDelivered face-to-face customer service and training – partnered in hosting customer events

oProspected for and created sales leads, resulting in dozens of new customers

oPerformed root cause analysis to address specific issues & include policies/procedures of 200+ countries

Received Employee of the Year Award 2006.

Tractor Trailer Driver (1995 – 2002) – Responsible for all aspects of vehicle operation and timely customer pick up, transit and delivery, with a keen focus on safety, customer satisfaction, and loyalty. Examples include: Ensured correct hazmat & DOT documents were being used • Conducted inspection of vehicles • Followed DOT policies and standards.

Call Center Customer Service Agent (1991 – 1995) – Responsible for scheduling pick-ups and deliveries, providing rate quotes, tracking shipments, ordering supplies, and resolving billing issues. Troubleshoot key customer issues before they escalated to something more severe.

Received accolades (35+ letters) for superior customer service, responsiveness, and relationship building.

05/2018 NJ Life Producer and NJ Accident and Health Producer State of New Jersey

12/2019 Series 6

2013 –2014 Middlesex County College Edison, New Jersey

1) Certified Billing and Coding Specialist (CBCS) from National Health Career Association – 2014

2) Computerized Medical Office Program with Microsoft Office Advanced Certified – 2013

3) Basic Accounting Principles and QuickBooks – 2013

Rutgers University Continuing Professional Education & School of Public Health

09/2015 OSHA 511 Occupational Safety and Health Standards for the General Industry

06/2017 OSHA 40-Hour HAZWOPER (Hazardous Waste Operations and Emergency Response)

FEMA

oFEM 151: (IS-700.a, IS-702.a, IS-703.a) National Incident Management System (NIMS)

oFEM 159: (IS-800.b) National Response Framework

oFEM 173: (IS-546.A, IS-547, IS-548 and IS-550) Continuity Response Operations

oFEM 174: (IS-26, IS-102.c, IS-293, and IS-634) Disaster Response Operations

oFEM 113: (IS-230.d) Fundamentals of Emergency Management

oFEM 161: (IS-775) Emergency Operation Center

oFEM 208: (IS-368) Including People with Disabilities, Access & Functional Needs in Disaster Operations

oFEM 103: (IS-120.A and IS-130) Community Disaster Exercise

oFEM 150: (IS-100.B and IS-200.b) Incident Command System

oFEM 132: (IS-240.b) Leadership and Influence

oFEM 133: (IS-241.b) Decision Making & Problem Solving

oFEM 134: (IS-242.b) Effective Communication

oFEM 135: (IS-244.b) Developing & managing Volunteers

oFEM 003: Radiological Emergency Management

Department of Homeland Security

oPopulation Monitoring at Community Reception Centers, PERS-332

oRadiation Instruments Operations Course, PERS-345

oRadiation Instruments Employment Course, PERS-355

oIntroduction to Radiological/Nuclear WMD Operations, AWR-140

VOLUNTEER EXPERIENCE

4/2014 –Present C.E.R.T. (Community Emergency Response Team)

Members are trained in basic disaster response skills, such as fire safety, light search and rescue, team organization, and disaster medical operations.

Education, Professional Development, Training and Certifications

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