Customer Service Representative
Resume:
Briani Mack
Atlanta, GA *****
************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Sales Specialist
Reliance Worldwide Corporation - Atlanta, GA
August 2017 to December 2022
PRINCIPAL RESPONSIBILITIES
• Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
• Process orders of all types
• Process Warranty and Courtesy Replacement orders
• Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
• Record details of actions taken
• Communicate and coordinate with our Internal Sales Representatives (ISR)
• Communicate directly with our Manufactures Rep Agencies
• Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
• Other duties as required
• Experience in Business Management Software (i.e. SAP, Sales Force)
• Proficient in Microsoft Office Programs including Word, Excel and Power Point Customer Service Representative
Thermo Fisher Scientific
May 2015 to August 2017
Johns Creek, Ga, GA
Evaluated account and service histories to identify trends, using data to mitigate future issues. Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Consulted with outside parties to resolve discrepancies and create effective solutions. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers in fast-paced environment. Offered advice and assistance to customers, paying attention to special needs or wants. Answered customer telephone calls promptly to avoid on-hold wait times. Assisted customers by providing tracking information and resolving shipping or merchandise issues. Prepared and submitted regulatory file applications and supporting documentation. Resolved conflicts and negotiated mutually beneficial agreements between parties. Education
B.F.A in Digital Communications and Multimedia
The Art Institute of Atlanta - Atlanta, GA
March 2015 to Present
Skills
• Software Troubleshooting
• Help Desk
• Micros POS
• SAP CRM (6 years)
• Salesforce
• Analytics
• Analysis skills
• Windows
• Product management
• Customer Relationship Management
• Communication skills
• Order management system
• SAP
• Time management
• SAP Warehouse Management
• SAP ERP
• EDI
• Manufacturing
Assessments
Technical support — Proficient
July 2020
Performing software, hardware, and network operations. Full results: Proficient
Customer service — Proficient
July 2020
Identifying and resolving common customer issues
Full results: Proficient
Inside sales — Proficient
June 2022
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Customer focus & orientation — Proficient
June 2022
Responding to customer situations with sensitivity Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
October 2022
Knowledge of various Microsoft Excel features, functions, and formulas 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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