Customer Service Representative

Terri N. Munnerlyn **** Forest Haven Blvd 201-***-****

Edison NJ 08817 **********@*****.***

Summary of Qualifications

Extremely organized with more than 15 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and troubleshooting. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Key skills include:

Client Relations

Office Administration

Inventory Management

Customer Satisfaction

Professional Correspondence

Customer Communications

Order Entry & Tracking

Admin Support

Reconciliation & Reporting

Call Center Operations

Problem Resolution

Data Entry

Education/Affiliations

Certificate – Medical Billing, Allied Health, Newark, NJ 2014

Certificate – Computer Technology, Chubb Institute, Jersey City, NJ 1993

Diploma, Orange High School, Orange, NJ 1984

Professional Experience

CBRE, Raritan, NJ

Workplace Experience Coordinator 2/2022-Current

Highly organized and skilled in interpersonal communication, seeking to make life easier for the client.

Deliver a Five Star Service and guest experience.

Install posters, signage and boards throughout the site as requested by internal communications department.

Take full ownership of all aspects of meeting rooms including housekeeping, conference phones, AV equipment, flip charts, pens, and layout.

Support the facilities team with entering of work orders, and follow-up.

Pro-active approach to inspecting the site daily.

Provide administrative support as needed, including scheduling, and coordinating meetings.

Be the key contact for maintenance, administration regarding timelines of work orders.

Maxlite, West Caldwell, NJ

Customer Service Representative 1/2020-3/2020

Responsible for assisting the customer with everything from start to finish. Always Providing the customer with exceptional customer service.

Process orders via EDI, fax, and take orders over the phone.

Assist customers with making selections for their applications.

Entering orders into the system accurately.

Work with management to ensure the customer receives tier pricing.

Assist customer with any credit issues, working with the credit department to resolve issues.

Ansell Healthcare, Iselin, NJ

Customer Service Representative 7/2015-2/2020

Responsible for satisfying the customer from start to finish. Provide exceptional customer service support to internal and external customers by verifying the accuracy of the order. Proactively responding to the customers’ needs in a timely manner.

Receive orders via EDI, fax, and email. Input orders accurately into Oracle.

Respond to the customers inquiries promptly through phone, and email.

Ensuring that the customer is satisfied with all inquiries regarding their orders.

Assist the customer with making informed selections for their applications.

Work closely with the pricing team to ensure that the customer receives the correct prices.

Work with the credit department to get the customers’ orders processed in a timely manner.

Document all calls through the ACD system.

Document all internal and external customer transactions via Siebel following the internal coding rules.

Responsible for sending out the sample orders for the department.

Assist with special projects when assigned to by management.

Adhere to the company’s policies.

Pitney Bowes, Pinebrook, NJ

Customer Service Representative 2014-2015

Responsible for taking ownership of servicing the customers, to be their advocate to listen to their concerns, to support them, to provide them with solutions to their inquiries and continually exceed their expectations. Assist in the day-to-day activities within the department and provide support to other internal groups to resolve customer impacting issues. Ensuring client satisfaction and retention by listening and responding to the client’s individual needs and wants. Proactively identify solutions for the clients and work with other parts of the organization to assist clients.

Responsible for reviewing, inputting, and updating all appropriate information into the systems.

Handle and resolve any discrepancies, handle complaints, process claims, process exceptions/manual tracking processes, place follow up calls/emails, provide necessary shipping documentation, and ensure customer satisfaction.

Ensure that all trouble tickets are managed in a timely, accurate and complete manner.

Monitor parcel processing and delivery metrics as applicable and resolving SLA discrepancies. End results should be that parcels move seamlessly through the system and business and customer satisfaction is increased.

Bulbrite Industries, Moonachie, NJ

Customer Service Representative 2008 – 2013

Responsible for ensuring that customer inquiries are resolved at first point of contact unless specialist knowledge or further investigation is required. Doing this by using judgment and taking decisions within established procedures for each enquiry

Liaison for 150 distribution clients covering the Northeast territory for this national light bulb company.

Responsible for processing up to 80 orders daily using SAP.

Responsible for tracking client orders using UPS and some common carriers.

Assist customers with any discrepancies with their orders, deliveries.

ALA product specialist responsible for providing level 1 product support to existing customers.

Assisting new and existing customers with selecting alternate products.

Work with existing clients to issue RGA’s for broken items, wrong shipments

Rotary Pen Company, Garwood, NJ

Customer Service Representative 2007 – 2008

Answered incoming calls, take customer orders via phone, fax, and internet.

Assisted customer with any problems they may have with orders, delivery.

Aided shipping manager with all return items.

Supported Customer Service Manager on customer concerns regarding late deliveries, and stock and sale items.

Maintained and updated customer database.

Barker Steel Company, Inc., Avenel, NJ

Administrative Assistant 2005 – 2007

Provided administrative support to staff members across a fast-paced office. Managed simultaneous projects and maintained calendars to ensure deadlines were me. Scheduled executive meetings and made travel arrangements. Responsible for conference center opening in May of 2004 to the public.

Provided administrative support to several members of the department.

Scheduled meetings, conference calls and events using Microsoft Outlook

Managed daily schedules, triage incoming meeting requests and meets the scheduling needs of the sales team.

Maintained efficient office operations (supplies, equipment, filing, etc.).

Submitted and tracked travel expenses and other reimbursable business expenses.

Permark, Inc., Edison, NJ

Customer Service Representative 2000 - 2005

Answered incoming calls and placed customer orders via phone, fax and internet.

Problem-solved all aspects of customer service.

Multi-tasked using different computer programs and organized all logistics for the training school.

Cross-trained to substitute for the shipping manager when needed using FedEx ship manager.

Ensured proper coverage to meet company goals and objectives.

Entex Information Services, Edison, NJ

Administrative Assistant 1997 – 2000

Assist Human Resources with all new hire paperwork, as well as help with orientation.

Assist project managers with schedules for all consultants.

Schedule all executive meetings as well as set-up.

Answer main switchboard, purchasing agent for the office. Sort and distribute all mail.

Reviewed drafts and finished documents for appropriate grammatical usage.

Software Competencies

MS Word

MS Excel

MS Outlook

Salesforce

QuickBooks

FedEx Ship Manager

SAP

ALA Certified Specialist

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