Customer Service Representative
Resume:
Mulana Parks
Experience
*/**/**** ** ******* Date
Customer Service Representative
Alphabroder
The Customer Service Representative a valuable support role by providing a superior level of service to all customers to help them achieve their individual goals. The goal for the Customer Service Representative 2 is to ensure that the orders are placed and processed with accuracy and on-time to meet the customer’s needs. Develops a trusted relationship with the. The Customer Service Representative 2 advocates for the customer serving as their liaison with the sales team and the internal alphabroder/Prime Operations team.
This is a Remote position.
Responsibilities
Excellent verbal and written communications skills required to handle high volume of inbound and outbound calls as well as emails/chats.
Provided targeted account customers with any assistance as needed during the sales process utilizing professional, positive attitude, courteous, responsive and accurate service to our customers.
Troubleshot and provide mutually beneficial resolution to any escalated issues an order may face within department /company guidelines.
Provided proactive solutions by presenting new or additional products and services to target account customers, Inside Account Team, Outside Sales Team
Communicate issues to counterparts in Inside Account or field Sales to ensure transparency of the customer experience
Researched billing or payment inquiries
Fostered a relationship with the key representatives of the target accounts, Inside Account Team, Outside Sales Team working on strategies for enhanced service in collaboration
Took inbound general sales calls as needed; providing backup for Customer Service Department
Interact/liaison for the corporate Operations group.
Tracked issues relating to procedural, product and system trends as to provide concentrated accurate information for process and quality improvement back to Call Center management, Training and Development, and Operations department.
Responded to customer inquiries, which may include, but is not limited to returning customer phone calls as well as emails.
Attend all departmental meetings and contribute topics for discussion.
Participate in special projects and perform other duties as assigned, as directed by Call Center Supervisors or Senior Call Center Manager.
Communicates with company representatives to assist and resolve customer inquiries and make decisions based on procedure.
Provided superior internal/external customer service to every customer every time by using relationship building techniques and proper phone / email etiquette
Use business system application to process, update and enter customer orders and inquiries in a timely and accurate manner. (fdm4, netsuite, websites, crm, inksoft, live chat, UPS, customer specific portals-4imprints, Innerworkings, Geiger/Crestline, Lands End, Staples)
Identifed basic customer concerns and research resolutions Utilize proper follow-up skills with customer inquiries by returning customer phone calls in a timely manner.
Provide management with feedback regarding customer concerns and proposed resolutions.
Assisted with sales calls/emails, claims calls/emails, shortage calls/emails, backorder calls/emails, drop shipments, internet order inquiries and process pricing requests.
Cross-selling and up-selling by assisting customers in finding product that satisfies their needs.
Had to meet all benchmark standards set forth by management.
Adhere to all company policies and procedures.
Assigned special projects/assignments as the need arises.
3/1/2021 to 9/07/2022
Customer Service Representative
NY Lingerie
Handled all Inbound and Outbound calls focused on customer orders.
Used multiple line phone system, tracked orders, provided product information and placed orders for Customers.
6-1995 to 8/1996 Market Research Representative• Telemarketing Representative • The Telephone Center
5/1990–6/1991
Inbound and Out Bound Call Representative• PBX Operator • Piedmont Triad International Airport Marriott
• Inbound and Out bound Communication Representative and Customer Service Representative
04/1988 to 09/1989 Reservation Specialist• Customer Service • Marriot Hotels and Resorts 1 Marriott Drive Greensboro, NC
In each of these positions I utilized my ability to communicate with the public through inbound or outbound calling and through the use of the computor system used by the organizations mentioned.
Education
Warren Wilson College
09/2019 – 5/2020
Completed Intercultural Communication and Introduction To Social Work Courses
UNC-Chapel Hill
12/2016 – 5/2020
Attended courses in Physiology 101
WORK EXPERIENCE
North Carolina Department of Public Safety:Culinary Teaching Assistant
6/2016–8/2017
Assisted Culinary instructor in distributing class materials such assignments, text, test materials and utensils needed to complete culinary course work and food preparation projects. The ability to multi-task, be detailed oriented, organized and proficient in culinary practice were necessary in this position.
Dominion Properties
4/2002-10/2003
Leasing Consultant to a major property management company. Responsibilities included preparing apartment units for perspective residence with the assistance of a rental program called RentRoll, managing the administrative duties of the leasing office which consisted of answering a multiple line phone system, receiving rent payments, instructing contractors to assignments, entering rental traffic for the purposes of monitoring traffic, attending association meetings, planning office specials, and utilizing the computor system to meet the needs of day to day property management in order to facilitate the residence of the property.
References
[Available upon request.]
2911 Spring Garden Steer
Greensboro, NC 27403
***************@*****.***
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