Customer Service Representative
Resume:
Carolyn Maresca
Springfield, NJ 07081
Contact: 201-***-****
**************@*****.***
CAREER OBJECTIVE: Dedicated professional with 17 years of customer service experience working in a high volume, call center environment looking to join your company, where I can apply my strong organizational and communication skills as well as interpersonal skills to build relationships with clients and fellow staff members while learning new skills.
EDUCATION: Jersey City University College, Jersey City, New Jersey Bachelor of Science Degree in Business Management, May 1995.
WORK EXPERIENCE:
Dec. 2023-Sept. 2024 Wolters Kluwer-Publishing Company, Maryland
Customer Service Representative (Remote Contract Worker)
Manage day to day relationships and worked with customers at Corporations, Law Firms, and Small Businesses to provide legal and compliance services
Deliver prompt and professional service through verbal and written communications
Proactively manage the full-life cycle of the order process and drive cross-selling opportunities to promote additional offerings to meet the customer needs
Assist with Accounting inquiries such as balances, payment transfers, refunds and confirm payments received
Organize and prioritize high volumes or requests utilizing Sales force and other internal systems to ensure timely and accurate response to customers
Manage my own customers with escalations and work across Customer Service function to complete or resolve customer requests
Develop and maintain positive working relationships with internal and external customers as well as other key partners
Strive to become a subject matter expert of the department, company, industry and maintain an aptitude for learning
July 2006 - Sept. 2023 LVMH Watch and Jewelry, Springfield, New Jersey
Customer Care Specialist
Acts as a primary contact for brand Account Executives, retail, wholesale, E-commerce and customer questions/concerns
Handles inbound and outbound calls, emails and chats from multi-channeled contacts in an unscripted call center environment
Responds to customer inquiries and concerns. Troubleshoots issues and determines best path for resolution utilizing quality metrics established by management to provide a consistent customer service experience
Effectively communicates accurate information to the customer and conducts the appropriate customer follow up whenever required
Initiates resolution with very little supervision
Achieves personal and team performance objectives and standards
Perform other activities as assigned
Jan. 1998 – July 2006 Movado Group Incorporated, Moonachie, New Jersey
Customer Service Representative
Correspond with external and internal national customers processing orders and providing feedback on requirements in a high volume, fast paced environment
Prepare and maintain written documentation for system enhancements, procedures, testing and implementation
Educate and train new employees
Process International Orders for internal Customers
Provide proactive customer feedback as to the status of orders throughout the Sales Order Cycle; informing customers with order problems such as missed shipments, backorders, defective replacements, short-ships etc.
Manage all Movado Company Retail Stores watch and after sales customer orders
Counsel customers, to assist them in clarifying their needs and recommending appropriate actions
Organize workflow to meet customer deadlines
Present and discuss various products and services offered by the company
Communicate to team members and management any updates and pertinent customer information
Nov. 1996 - Oct. 1997 Staples National Advantage, South Hackensack, New Jersey
Customer Service Representative
Provide delivery, order status, pricing and availability information to customers
Educate end users on specific corporate requirements and procedures
Communicate to team members and CS management all and any updates and pertinent customer information
Record all phone calls in customer logs to ensure proper and accurate information is available to all associates
Process customer orders and maintain customer accounts
May 1996 – Sept. 1996 Churchill Livingstone, Secaucus, New Jersey
(Temp. Job) Customer Service Representative
Assist customers with order requests and inquiries
Follow up with order problems; missed shipments,
Backorders, short-ships, defective replacements and merchandise tracers.
Mar. 1996 – Apr. 1996 Hoffman La Roche, Nutley, New Jersey
(Temp. Job) Customer Credit Assistant
Assisted customers with various inquiries: transfers, withdrawals, closing accounts, stop payments, reorder checks, balance inquiries.
Nov. 1989 – Aug. 1991 The Limited Stores, Jersey City, New Jersey
Salesperson/Cashier
Provide excellent customer service conferring with
customers to take orders or cancel accounts, or to
obtain details of complaints.
Train new sales employees
Assist manager in the store opening and closing procedure
Handle cash and register’s, greet customers and maintain inventory throughout the store
SKILLS:
Microsoft Word, Windows, Outlook Express, BPCS
IBM Computer, AS400
MS Office-Excel-required
SAP software and Sales force experience
Ability to quickly learn a new database/computer program required
Ability to multitask and prioritize as necessary with strong attention to detail
Well-organized and detailed oriented
Strong communication and interpersonal skills
Works well as a team member or independently
Ambitious, self-motivated and eager to accept increasing responsibilities
AWARDS: Customer Recognition Awards from being recognized in letters and notes from internal and external customers.
REFERENCES: Furnished upon Request.
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