Customer Service Support

Gina M Planell

*** ***** *****, **** ****** IL **047

Home: 847-***-****

********@*****.***

Summary

Deliver industry-leading service to every customer with knowledgeable, friendly support.

Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities.

Quick learner well-versed in customer service operations and customer behaviors.

Dedicated representative with more than 25 years in retail and customer service. Possessing second-to-none commitment to customer service.

Skills

• Invoice processing

• Detail-oriented

• Patient and empathetic with extensive background in conflict resolution and

• Loss prevention

• Versed in customer support in high call

• Account management.

• Cash handling accuracy

• Inbound and outbound calling

• 25 year customer service veteran

• Professional under pressure

• Staff training and development

• Flexible and hard working in deadline

• Superb sales professional

driven environments

• Office equipment proficiency

• Time management

customer care

• High-energy attitude

• Creative problem solver

• Courteous demeanor

volume environment

• Trusted key holder

• Critical thinking

• Quick learner

• Shipping/receiving professional

Experience

Rik Nell Carpentry & Renovations, inc.

June 2008 to Current

Administration Officer

Lake Zurich, IL

• Developed and strengthened client relationships by providing efficient and knowledgeable support

• Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies

• Streamlined HR operational efficiencies by updating database files, generating monthly and ad hoc reports and supporting team with photocopying, binding, scanning, faxing, filing and data entry

• Helped organizational leadership with purchase orders, service contracts, financial reports, and audits

• Set appointments and managed meeting schedule

• Generated and delivered daily outstanding payment invoices to customers

• Prepared registered and certified mail for dispatch

• Recovered costs by efficiently ordering and maintaining office equipment and stationary

• Generated and sent customer invoices, submitted payments and updates accounts

• Open and properly distribute incoming mail

• Answer/manage outgoing calls while recording accurate messages

• Research/resolve accounts payable discrepancies

• Handled approximately 250 calls each day, including new sign-ups, service cancellations and cross-selling opportunities

• Consulted with customers regarding shipment needs to repackage, address and resolve concerns

• Locate lost freight

• Issue appropriate credit for shipment services

• Guided team of 7 to handle customer call escalations, training and mentoring new employees on customer service and order processing

• Met or exceeded revenue objectives by promoting Custom Critical Service to customers and sales follow-up calls

• Work with freight forwarders to obtain tracking info and appropriate interline pricing

• Prepared, completed and processed customer account forms and database changes

• Reviewed customer data to assess current issues and determine potential solutions

• Met and exceeded performance goals to support long-term company growth and market dominance

• Maintained revenue streams by exhausting every option before offering refunds

• Cross-sold services and product to consistently increase team revenue

Education and Training

William Raney Harper College

Associate of Science: Media Graphics/ Journalism

Palatine, IL

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