Customer Service Support Specialist

Sherry Ulrich

N**** Trieloff Road #***, Fort Atkinson, WI 53538 920-***-**** ******.******@*******.*** Objective

To bring enthusiasm, dedication, responsibility, and good work ethic to your organization. Education

UNIVERSITY OF WYOMING (1993-1994)

• Major: Pre-Med

MADISON COLLEGE (1995-1998)

• Associates in Early Childhood Education

Experience

SERVICE SUPPORT SPECIALIST JOHNSON HEALTH TECH COTTAGE GROVE, WI APRIL 2015 (ADDECO STAFFING AGENCY) HIRED: AUGUST 2015 – MARCH 2024

• Process labor claims for dealers and service providers.

• Correspond to emails and answer chats via Zendesk

• Answer and place outbound phone calls through Evolve IP and Five9. Enter notes into the system.

• Work with the customer support team to resolve any issues with technicians.

• Work with Accounting to resolve any outstanding invoice inquiries.

• Follow up on open dispatches

• Use Microsoft Dynamics CRM program to manage accounts, reissuing expired and rejected dispatches, and notate cases for follow up on service orders as needed.

• Use SAP to find claim payments and sales orders as well as update service provider and dealer accounts as needed.

• Set up and maintain service provider accounts by collecting service agreements, liability insurance certificates, and bank account information.

• Provide backup assistance to the front desk operator by greeting guests, operating telephone switchboard, sorting mail.

ACCOUNT MANAGER ASSISTANT ASSET RECOVERY SOLUTIONS WHITEWATER, WI AUGUST 2012- APRIL 2015

• Made outbound calls for debt collection.

INSIDE SALES CYGNUS BUSINESS MEDIA FORT ATKINSON JANUARY 2011 – AUGUST 2012

• Handled a high volume of incoming and outgoing sales phone calls.

• Data entry for incoming orders.

• Updated customer files per phone call via Karma computer program.

• Monthly planning for magazine content.

2

• Cross-selling and up-selling, add-on sales and offering promotional sale items both in print and online.

• Assist in proof reading of material before print edition. INSIDE SALES REPRESENTATIVE BRIGGS AND STRATTON POWER PRODUCTS MILWAUKEE, WI JUNE 2008 – AUGUST 2010

• Handled a high volume of outgoing phone calls.

• Decipher Dealer contact agreements to current and potential Dealers.

• Data entry of all information regarding phone call in SAP computer program.

• Set up new accounts for Dealers.

CUSTOMER SERVICE REPRESENTATIVE BRIGGS AND STRATTON POWER PRODUCTS JEFFERSON, WI APRIL 2005 – JUNE 2008

• Greet public over telephone.

• Troubleshoot basic small engine, portable generators, pressure washers, water pumps, air compressors, lawnmowers, outboard motors, automatic transfer switches and Home Standby generators.

• Relayed warranty service structure to customers.

• Receive and process credit card payments to the company for parts orders.

• Route issues that need immediate attention to the appropriate specialist.

• Complete special projects as assigned by Supervisor. CO-OWNER/BOOKKEEPER ULRICH TRANSPORTATION JEFFERSON, WI APRIL 2000 – AUGUST 2004

• Maintained all Department of Transportation records for family owned trucking company.

• Worked side by side with personal accountant to maintain state and federal tax records for business.

• Ordered all inventory necessary to keep vehicles up to Lease and DOT requirements.

• Worked with Lease company to keep vehicles operating on a steady basis.

• Distributed required funds to applicable parties in business Skills & Abilities

• Knowledge of business software programs including Microsoft Office products, Microsoft Dynamics CRM, SAP, Zendesk, Evolve IP and Five9.

• 10 plus years of customer service, Sales, and B2B relations

• Reliable, detail oriented, and a great ability to multitask. References

References available upon request

Contact this candidate