Customer Service Call Center

F R A N C E S V . D O O L E Y

* * * **** * VENUE

B OGOTA, N J 0 7 6 0 3

T E L E P HONE ( 2 0 1 ) 6 9 5 - 9 0 5 7 ( H ) ; ( 2 0 1 ) 2 0 1 3 10- 0 7 1 9 ( C ) EMAIL: F R ANCESVTRAHAN@GMAIL.C OM

CAREER OBJECTIVE: To utilize my professional experience in a customer service setting where my ability to communicate, lead, and work with all clients will lead to the growth of the business. PROFESSIONAL EXPERIENCE

May 2019-Present Hanwha Techwin

Electronic Data Interchange (EDI) 500 Frank W. Burr Blvd., Suite 43, Teaneck NJ

Manage 7 or more accounts on a daily basis

SAP Excel

Work in call center with over 50 calls per day

Manual order entry up to 90 orders

EDI over 120 orders per day

Attend to a minimum of 200 emails per day

Prepare Excel reports, sales tracking reports

Enter wave licenses

Train and assist new hires

Determine ETA’s on orders and parts

Track shipments

Credit customer accounts

Search for missing shipments, FOC, and special price orders

Read quotes for most orders

Correct accounting issues for customer service department

Contact customers about EOL items and suggest replacements

Assist management to improve customer service in time management and work efficiency

Back up employee’s accounts when they are out of office for vacation or disability

Wholesale order entry discounted rates

April 2018-April 2019 Jescraft

Customer Service Administrator 201 West Fort Lee Rd., Bogota, NJ

Prepare credit memos

Answer all incoming calls

Order entry BOL average 12-16 per day

Manage internet transportation site

Work with Quickbooks

Responsible for product pick ups, creating labels, and scheduling volume orders October 2017-December 2017 Prudent Publishing

Customer Service Agent (Seasonal) 65 Challenger Blvd., Ridgefield Park, NJ

Managed call center’s heavy flow

Contacted customers via phone or email with estimated time of arrival of products and provided status updates of the delivery date

Responsible for the data processing of high volumes of new orders

Prepared catalogs, collected samples, and scripted letters for customers for mailings

Entered credit card confirmations

February 2017-October 2017 Robert Half /Fairleigh Dickinson University Telephone & Voice Services 140 University Plaza, Hackensack, NJ

Prepared billing for Accounts Payable

F R A N C E S V . D O O L E Y

1 1 7 MUNN A VENUE

B OGOTA, N J 0 7 6 0 3

T E L E P HONE ( 2 0 1 ) 6 9 5 - 9 0 5 7 ( H ) ; ( 2 0 1 ) 2 0 1 3 10- 0 7 1 9 ( C ) EMAIL: F R ANCESVTRAHAN@GMAIL.C OM

Created Verizon enterprise tickets

Ordered new Verizon telephone lines and followed through each step of the process until the order was closed

Responsible for creating new Verizon accounts including initial file and account information and continued with the billing of the established client

Participated in conferencing

Operated switchboard

October 2015-December 2016 Prudent Publishing

Remote Customer Service Consultant 65 Challenger Blvd., Ridgefield Park, NJ

Managed call center’s heavy flow

Answered emails and customer chats

Created customer cards

February 2016-June 2016 Cawley and Bergmann (National Recovery) Debt Collector and Customer Service Manager 117 Kinderkamack Rd., River Edge, NJ

Called clients about past due accounts

Collected money and created payment plans for customers F R A N C E S V . D O O L E Y

1 1 7 MUNN A VENUE

B OGOTA, N J 0 7 6 0 3

T E L E P HONE ( 2 0 1 ) 6 9 5 - 9 0 5 7 ( H ) ; ( 2 0 1 ) 2 0 1 3 10- 0 7 1 9 ( C ) EMAIL: F R ANCESVTRAHAN@GMAIL.C OM

February 2015-June 2015 AST Fund Solution

Customer Service Call Center Representative 55 Challenger Blvd., Ridgefield Park, NJ

Provided excellent customer service as a representative for the outbound and inbound call center

Promoted to Toplist (large stock and shareholder outbound)

Contacted customer proxy

March 2011-July 2013 Various facilities and homes

Primary Caregiver

Provided compassionate patient care and managed pharmaceutical care to those in need as well as providing house management to those who were unable to handle it themselves

Maintained and operated medical equipment

March 2006-October 2009 Shared Technologies

Customer Service Specialist 2 University Plaza, Hackensack, NJ

Provided excellent customer service as an incoming call representative

Provided status updates

Dispatched tickets to technicians

Trained over 20 new employees on system software

Core Value Leader

Organized meetings to build employee morale and productivity March 2001-March 2006 Integrated Health Inc. & Bio Nutritional Products Manager Assistant

Researched new products for sales

Authorized purchases of merchandise with several vendors

Collected past due accounts

Resolved customers issues

Maintained and priced inventory

May 2000-March 2001 Gain Communications

Administrative Assistant

Managed accounts receivable and collections

Scheduled appointments

Processed and purchased equipment from dealers

EDUCATION

September 1989-June 1993 Bogota High School

Diploma Bogota, NJ

INTERPERSONAL AND TECHNICAL SKILLS

Superior writing skills

Ability to support multiple simultaneous projects in a matrix organizational structure

Leading others to exceed objectives, goals, and requirements

Coordinating activities for procedures to increase operating efficiency and productivity

Designing action plans to significantly reduce error rate, operating expenses, escalations and rework

Executing key drivers to eliminate internal and external client dissatisfaction

Negotiating to create win-win situations for all parties involved including unionized organizations F R A N C E S V . D O O L E Y

1 1 7 MUNN A VENUE

B OGOTA, N J 0 7 6 0 3

T E L E P HONE ( 2 0 1 ) 6 9 5 - 9 0 5 7 ( H ) ; ( 2 0 1 ) 2 0 1 3 10- 0 7 1 9 ( C ) EMAIL: F R ANCESVTRAHAN@GMAIL.C OM

Mac and PC proficient

MS Windows and Office

Proprietary systems

Switchboard operator

RECOGNITIONS

Five time Employee of the Month award recipient

AT&T Repeat Perfect Attendance award recipient

Best Company in America 2007 – Shared Technologies

Best Company in New Jersey 2008 – Shared Technologies

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