Customer Service Information Technology

Fatima Harris

*** ***** ***** ** *** * Middlesex, NJ 08846 908-***-**** ***********@*****.***

Education

Berkeley College, Online Associate in Applied Science, Information Technology Management, Superb GPA – 2017 President's List Member for Fall 2015 and Winter 2016 Semesters Dean’s List Member for Spring and Summer 2016 Semesters Phi Theta Kappa Nominee

COUNSELING INTERNSHIP DECEMBER 2024 LIBERTY UNIVERSITY

Clinical Mental Health Counseling

BACHELOR’S DEGREE JUNE 2020 PILLAR COLLEGE

Psychology and Counseling

ASSOCIATES DEGREE JUNE 2017 BERKELEY COLLEGE

Information Technology

COURSEWORK AND EXPERIENCE

Introduction to information Technology

Introduction to Data Base Management

SAP; order entry, pricing, order tracking

AS 400; order entry, pricing, order tracking and payment processing

Computer Applications

Counseling Training

Cognitive Behavioral Courses

Skills & Abilities

Intermediate in Microsoft: Word, PowerPoint, Access, and Excel

Working knowledge of Spanish

Familiar with Avaya and Genesis software

Communication and leadership skills

Established and originated a concept to help Vonage Retention employees achieve and maintain their quota

Extensive Customer Service Experience

Experience

CUSTOMER SERVICE II, BASF CHEMICAL CORPORATION COLLABERA FEB 2021 – NOV 2021

Managed over 50 individual customer accounts throughout the entire order process.

Ensured customer satisfaction through timely follow-up procedures.

Interacted with appropriate departments including sales, warehouse, marketing, product management, logistics, transportation, and others for order success

Supply chain-related involvement throughout the order

Made decisions that best suit the customer order process.

Maintained Outlook shared email inbox to assign accounts to appropriate Customer Service Representatives for order entry and follow up

Followed through with customer regarding the order and updated the order status.

Participated in daily meetings to ensure customer order process success and ongoing development

Functioned independently from home and in conjunction with team members in the office as hybrid work status.

Managed daily individual status report that maintained customer account integrity

CUSTOMER SERVICE, JOHNSON AND JOHNSON HEALTHCARE SYSTEMS KELLY SERVICES MAY 2018 – MAY 2020

Received and processed orders for a client base

Managed client account and assured the accuracy of orders before processing

Discussed and reviewed present accounts and orders for status update at customers’ request.

Provided pricing, brief description of medical items, shipping status, email confirmations, invoice documents and recommendations for best order relation practices.

Sent emails to clients as needed for order updates

Assured timely delivery of surgical supplies to hospitals, surgery centers, veterinarian, and other medical facilities for surgery of patients.

Supported Sales consultant by placing orders, assuring price resolution, and providing order, shipping, and account information as needed.

Regularly interacted with relevant departments within the company to assure patient, and customer and consultant satisfaction.

Noted orders as needed to maintain status and updated information regarding transactions for colleague notification.

Provided patients and customers with sales consultant information for improvement and increase of patient wellbeing and product knowledge.

Sold products to customers via phone inbound and email.

APPLE PHONE REPAIR TECHNICIAN, VOLT WORKFORCE SOLUTIONS MARCH 2018 -MAY 2018

Opened and replaced the iPhone battery as instructed for customer use.

Followed guidelines and grounding procedures in a timely manner for battery replacement for iPhone.

Followed safety measures including dress code, tool, and iPhone handling during repair procedures.

Exceeded and Mastered time frame requirements for speedy repair procedures

HOME CARE GIVER/RESPITE CHILD CARE, NJ RESPITE CARE PLUS JUNE 2017 -MAY 2018

Home Caregiver/Respite Child Care

Visited disabled children at home to feed, entertain and take them for walks.

Interacted with children for cognitive growth.

Assisted parents with children during outings.

Gave parents feedback regarding the child's developmental growth and improvement.

Transported children from wheelchairs to furniture as needed.

Assisted children from the school bus into the home.

Protected and cared for children during group outings, such as parties, park visits, movies, and water park activities.

RETENTION AGENT VONAGE AMERICA, OCTOBER 2009 -APRIL 2015

Contacted customers in delinquent status to work to resolve billing disputes or collect outstanding balances

Consulted with the customer and researched customer concerns; explained billing charges and credits.

Arranged payment options for customers and followed up for completion of the payment.

Managed and documented customers’ accounts

CUSTOMER SERVICE AGENT VONAGE AMERICA, DECEMBER 2007 -OCTOBER 2009

Received inbound calls only in a fast-paced center environment

Transferred calls to various departments for customer assistance

Provided excellent customer service in a professional and courteous manner on every call

CERTIFICATES IN THE FOLLOWING FIELDS COUNCIL OF SUPPLY CHAIN MANAGEMENT PROFESSIONALS

Supply Chain Management Principles

Warehousing

Customer Service

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